Refund policy

Thank you for purchasing from Charlie’s Pupcakes. Because our products are homemade, many are made to order, and some are personalised, our return and refund policy is as follows.

Change of mind

We do not generally accept returns or provide refunds where a customer has simply changed their mind, ordered the wrong product, or no longer requires the product.

Personalised cakes and other made-to-order products cannot generally be cancelled or returned once preparation has commenced.

Damaged, incorrect or faulty products

If your order arrives damaged, you receive the wrong product, or there is a problem with the product, please contact us as soon as possible at:

Email: charliespupcakes@gmail.com
Phone: +61 499 852 518

Please provide your order number and, where appropriate, photographs of the product and packaging so we can assess the issue and work with you to resolve it.

Depending on the circumstances, we may offer a replacement, repair or refund in accordance with your rights under the Australian Consumer Law.

Food and perishable products

For health and food-safety reasons, we generally cannot accept the return of opened or consumed food products unless the product is faulty, damaged, unsafe, or otherwise does not meet the requirements of the Australian Consumer Law.

Personalised cakes

Please carefully check the spelling and wording entered when placing your order. We will make the cake according to the information provided by the customer.

If we make an error in the personalised wording that differs from the information supplied with the order, please contact us and we will work with you to resolve the issue.

Refunds

Where a refund is approved, it will generally be made to the original payment method. Processing times may vary depending on the payment provider or financial institution.

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

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.