Refund policy

The Cake People attempts to ensure that all products, services, descriptions, images and information provided are as accurate as possible. However, The Cake People does not warrant that product descriptions, pricing, availability, colours, designs, services or other content are accurate, complete, reliable, current or error-free.

If a product or service supplied by The Cake People is not as described, faulty, damaged, short-stocked or otherwise fails to meet guarantees required under Australian Consumer Law, our liability will be limited, at our discretion and to the extent permitted by law, to:

  • replacement of the product;
  • repair or re-performance of the service; or
  • a refund for the affected product or service.

DAMAGED OR INCORRECT PRODUCTS

If your order is received damaged, incorrect or incomplete, you must notify The Cake People on the same day of receiving your order. Please contact us by phone or email at hello@thecakepeople.au with supporting photographs of the affected product. Claims received outside of this timeframe, or without photographic evidence, may not be eligible for assessment. Eligible claims will be assessed in accordance with Australian Consumer Law.

CHANGE OF MIND & ORDER CANCELLATIONS

Due to the perishable and custom nature of our products, all products and services are otherwise non-refundable.

Change-of-mind purchases, event cancellations, postponed events, accidental orders, incorrect selections, or circumstances unrelated to any fault of The Cake People are not eligible for monetary refunds.

Where approved by The Cake People at our sole discretion, cancellations may be issued as store credit only.

Store credit may be offered where preparation work, administration, booking allocations, design consultation, customer support, ordering assistance, scheduling or payment processing has already occurred.

The Cake People reserves the right to deduct reasonable administrative costs associated with cancelled orders, including payment processing fees, labour, consultation time and materials already purchased specifically for an order.

ADMINISTRATION FEES

Approved order cancellations may incur a minimum administration fee of $35 per order.

Custom cake orders may incur additional charges where specialty tools, toppers, decorations, custom materials or supplies have already been purchased or work has commenced.

CUSTOM & MADE-TO-ORDER PRODUCTS

Many of our products are custom-made, personalised and prepared specifically for individual customers. Once production preparation, ordering, design work or scheduling has commenced, refunds will generally not be available.

STORE CREDIT

Any store credit issued:

  • is non-refundable and not redeemable for cash;
  • must be used within the validity period advised at the time of issue;
  • may only be used with The Cake People;
  • is subject to availability and current pricing at the time of redemption.

AUSTRALIAN CONSUMER LAW

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law.

To the extent permitted by law, where The Cake People is found liable to you, our liability shall be limited to:

  • refund of amounts paid;
  • replacement of products supplied; or
  • re-supply/re-performance of services supplied.