Refund policy

Cancellation Policy:

1. For cancellations more than 14 days before the scheduled collection/delivery date, a FULL refund will be given.

2. For cancellations between 7-13 days before the scheduled collection/delivery date, only 50% will be refunded.

3. For cancellations 7 days or less from the scheduled collection/delivery date, unfortunately, NO REFUND will be given. However, you can request for a one-time change of date (to a later date, provided the date is available for booking). Please note, if you decide to cancel your order after a request to change your date, there will be NO REFUND given for your order.

4. Processing Fee for ALL Refunds: For all refunds, there will be a 10% bank processing fee to the value of your purchase.

5. COVID-19 Cancellations: For orders placed after April 1, 2020, refunds are not offered for events cancelled due to COVID-19. Store credit for a future purchase or rescheduling options are available. If your event is cancelled due to COVID-19 within a week of your event date, this is at our discretion and may forfeit your order.

6. Changes to a confirmed order are allowed only if:

  • It is within 7 days prior to the scheduled collection/delivery date, OR
  • It is within 24 hours of placing your order online.
  • All changes must be acknowledged by us in writing (email) before any changes are confirmed.

7. Product Quality Issues:

  • We are committed to delivering products of the highest quality and craftsmanship. However, we acknowledge that occasionally issues may arise.
  • Prior to serving/consumption, if you encounter any quality issues with your order, please contact us immediately. We will endeavor to rectify the issue promptly, which may include providing a replacement or offering compensation proportional to the issue. Please note that compensation for quality issues is at our discretion. If it is found that there is nothing wrong with the product, we will not compensate.
  • If quality issues are reported after serving/consumption, we may still consider compensation on a case-by-case basis. Partial compensation may be provided for design, flavor, or quality issues, provided photographic evidence is provided or uneaten portions are returned to us for assessment.
  • While we strive to meet the expectations of our customers, it's important to acknowledge the concept of 'artistic tolerance'. Our cakes, icings, and sugars may undergo fading or discoloration over time due to various factors such as weather, heat, or light exposure. As such, we cannot guarantee the exact replication of colors as they may vary slightly. We want to assure our clients that we make every effort to match provided color swatches using food-grade dyes, but achieving a 100% perfect color match is not always feasible. Different sugar substrates react differently to colorants, and some colors are particularly challenging to reproduce accurately. Therefore, by engaging our services, clients acknowledge and release us from any liability for claims related to fading or discoloration beyond our control.
8. Force Majeure / External Factors:
    • We shall not be held liable for any delays, damages, or loss arising from events beyond our control, including but not limited to accidents, weather conditions, manufacturer delivery failures, or acts of God.

      9. Limited Liability Disclaimer by Cakery New Zealand Ltd. While we take great care in crafting and delivering our products, it's important to note that certain responsibilities lie with our customers:

      • You are entrusted with providing a suitable table and environment for the cake(s). We advise ensuring cakes are placed on a stable, sturdy surface and
      • Cakes and cupcakes to be maintained at an optimal room temperature of 20 degrees Celsius
      • Please be aware that our responsibility ends once the items are picked up or delivered. Subsequently, it becomes the sole responsibility of the customer to handle and maintain the items appropriately.

      10. Allergen notice: 

      • It's important to be aware that our products may contain allergens such as milk, wheat, nuts, soy, and others. As the host or purchaser, it is your responsibility to communicate these potential allergens to your guests and ensure they are aware of any associated risks.

      By engaging with us, you agree to adhere to the terms and conditions outlined in this refund policy.