We want you to be happy with your cake. Because our products are freshly made to order, the following refund policy applies. Nothing in this policy limits your rights under the Australian Consumer Law.
When you are entitled to a refund or replacement
- The cake is faulty, unsafe or not of acceptable quality.
- The cake is significantly different from what you ordered, such as the wrong flavour, size or product.
- We are unable to fulfil your order, or we cancel it.
In these cases we will offer a replacement, a refund or a credit, at your choice where the law provides.
When we cannot offer a refund
- You change your mind after the order has been placed.
- The order was not collected during the selected pickup day.
- The cake was damaged after you collected it, for example in transport or by heat.
- The cake is not to your personal taste, where it matches the product description.
- The wrong pickup details were entered at checkout.
- Custom or personalised cakes, made to your specification, are not refundable unless faulty or not as ordered.
Cancelling or changing an order
- Contact us as early as possible, and no later than 48 hours before your pickup time, with your order number. We may be able to cancel or change the order and refund you.
- Orders cancelled within 48 hours of pickup may not be refunded, as the cake may already be in preparation.
Allergies
Please read the product details and our allergen guide before ordering. Our kitchens handle nuts, dairy, eggs, gluten and other allergens. Refunds are not available for allergen-related reasons where the allergen information was provided to you.
How to request a refund
- Contact the store where you collected your order, or email info@cakegurus.com.au, on the day of collection or as soon as the problem is noticed.
- Include your name, order number, and a description of the issue. Photos of the cake help.
- We will review your request and reply within 3 business days.
How refunds are paid
Approved refunds are returned to the original payment method (card or PayPal). Your bank or PayPal may take 5–10 business days to show the refund. Delivery or service charges, where charged, are refunded only if the order is cancelled by us or is faulty.
If you are not satisfied with the outcome, see our Complaints page.