Payment:
We require that all orders must be paid in full at the time they are placed: in-store or over the phone.
Change of Mind:
In accordance with NSW Food Handling Law, we do not offer a refund or exchange of any products for a change of mind once the products have left our shop.
Refund:
We take pride in our products!
In the unlikely event you are unsatisfied with your purchase, please notify us immediately (within 24 hours of pick-up) of your concern and return purchase to us within 2 working days.
Cake flavor and texture are subjective. Full refunds requested due to flavor or texture after the cake has been accepted and picked up will not be honored. You may qualify for a refund of a percentage of your order cost if the product is promptly returned to our store—and the quality of the cake is determined to not meet our standards.
Quality determination is solely at the discretion of The Cake Man. We reserve the right to judge the product quality for ourselves.
*Please understand that we cannot issue even a partial refund for products which have had a significant portion consumed and/or disposed of—for your request to be considered, at least 75% of the order must be returned for inspection by our team.
Refunds requested due to decorating style, colour shade or general design will not be honored. We only give refunds in accordance with policies stated herein. The following scenarios are the only instances where we will provide a full refund:
- If we fail to make your cake on the date and time stated on your order. This will not be honoured if the customer is at fault by providing incorrect details.
- If your order does not meet your expectations before it is “Accepted”, we will give you a refund. NOTE: If we give you a refund, you CANNOT keep the cake. You only get the refund if you refuse to “accept” the cake. We will NOT negotiate a partial refund if you keep the cake. We are not responsible for any expense you may incur for replacing our cake.
Cancellation:
To receive a full refund, orders must be cancelled NO less than 72 hours before the designated pick-up time. For cancellations made more than 48 hours before the pick-up time, the customer will receive 60% of the order cost in the form of a store credit. The remaining 40% of the total order is forfeited to cover any costs incurred by us due to late cancellation.
For orders cancelled within 48 hours of the pick-up time NO REFUNDS ARE GIVEN.
After pick up:
Once an order has been picked up by the customer or a designated party it is considered “Accepted”. We take no responsibility for the safe keeping and transport of any order once it has been Accepted and taken from our shop.
Please remember that baked goods are very fragile – damage (i.e. cracks, smudges, melted frosting, etc.) can easily occur if orders are not handled properly.
Disposal of uncollected orders:
Due to the nature of our business and our quality and freshness assurance, we will dispose of any cake, baked item that is not picked up or delivered within 24 hours after the pick up time and you will NOT be refunded due to the above rules.
Changes to this policy:
Please note that this policy may be subject to modifications and alterations; we reserve the right to make these changes without notice.
* All refunds will be provided as store credit.