TERMS & CONDITIONS
ADMIN FEES
Refund fees
All refunds will incur a $15.00 processing fee to cover credit card fees associated with the original transaction and the refund.
Deposits
All orders require a 30% non-refundable deposit once placed.
Order changes
Any changes to an existing order will incur a $10.00 administrative fee, reflecting the time required to make adjustments.
Orders over $800
All orders over $800 must be paid via bank transfer only.
REFUNDS
At Sweet on cupcakes we want you to be 100% happy with your order, However the following conditions apply.
At collection
Please check your order at the time of collection. If you are unhappy for any reason, let our staff know immediately. We are always happy to work with you to find a solution or make reasonable adjustments on the spot.
If concerns are not raised at the time of collection, we may be unable to make changes or offer assistance later.
Refunds
If you are not satisfied with your order and your complaint is reasonable, a refund may be considered only if the product is returned uneaten and in good condition. Refunds are assessed at the discretion of our staff.
Consumed products
We do not offer refunds for cakes, cupcakes, or cookies that have been eaten or partially consumed.
Collection by a third party
If someone else collects your order on your behalf, it is your responsibility to return the product to our store during opening hours should any issues arise.
After collection
Once your order leaves our bakery, we cannot take responsibility for damage caused by transport, handling, or storage.
Missed collections
Refunds are not provided for orders that are not collected during business hours.
CAKE & COOKIE CANCELLATIONS
All orders will incur a 30% non-refundable deposit once your order has been placed and paid for.
All cancellations must be submitted in writing via email only to orders@sweetoncupcakes.com.au
Cancellation within 5 days
Cancelling an order within 5 days of the order date will result in forfeiture of the full booking amount.
Alternatively, you may choose to receive a credit for future use, however a $15 administration fee will still apply. Credits are valid for the calendar year only.
Custom decorations
If custom decorations (including edible printing) have already been purchased or prepared, these costs must still be paid. This at the decided at the discretion of Sweet on cupcakes.
Cancellation 5 days prior
Cancelling an order more than 5 days prior to the order date, your booking will be refunded minus the 30% non-refundable deposit.
Alternatively, you may choose to receive a credit for future use, however a $15 administration fee will still apply. Credits are valid for the calendar year only.
If we cancel your order
If we cancel your order due to circumstances beyond our control, you will receive a 100% refund.
CUPCAKE CANCELLATIONS
All orders will incur a 30% non-refundable deposit once your order has been placed and paid for.
All cancellations must be submitted in writing via email only to orders@sweetoncupcakes.com.au
Cancellation within 2 days
Cancelling an order within 2 days of the order date will result in forfeiture of the full booking amount.
Alternatively, you may choose to receive a credit for future use, however a $15 administration fee will still apply. Credits are valid for the calendar year only.
Custom decorations
If custom decorations (including edible printing) have already been purchased or prepared, these costs must still be paid. This at the decided at the discretion of Sweet on cupcakes.
Cancellation 2 days prior
Cancelling an order more than 2 days prior to the order date, your booking will be refunded minus the 30% non-refundable deposit.
Alternatively, you may choose to receive a credit for future use, however a $15 administration fee will still apply. Credits are valid for the calendar year only.
If we cancel your order
If we cancel your order due to circumstances beyond our control, you will receive a 100% refund.
Bulk/orders exceeding $450.00
If your order exceeds $450.00, We require 5 days of the order date will result in forfeiture of the full booking amount.
Alternatively, you may choose to receive a credit for future use, however a $15 administration fee will still apply. Credits are valid for the calendar year only.
PAYMENT TERMS & POLICIES
Cake Orders
Due to a high number of no-shows, all cake orders must be paid in full by 2:00pm on Tuesday of the week of your order.
If payment is not received by this deadline, the order will be automatically cancelled without notice.
Thank you for your understanding.
Cupcake Orders
All cupcake orders must be paid in full prior to collection.
Thank you for your understanding.
Payment Methods
Payments can be made via direct bank transfer or debit card through our secure payment portal.
If you need to pay with cash, please notify us at the time of booking. Cash payments must be made prior to collection or before the payment deadline.
Bank Transfer Payments
Payments via direct bank transfer must be received more than 48 hours prior to your order date.
We cannot release any order without full payment.
DEPOSITS
All orders will incur a 30% non-refundable deposit once your order has been placed and paid for.
ORDER CHANGES
Order confirmation
Once you receive your emailed invoice, it is assumed that you are satisfied with the prices and items ordered. Please review your confirmation email and invoice carefully to ensure all details are correct. While we take great care with every order, we are human and occasional mistakes can occur.
Online orders
We are unable to add to or make changes to online orders. Please ensure all details and items in your cart are correct before completing checkout.
COLLECTIONS
Collection times
Monday–Thursday: 7:30am – 3:00pm
Friday: 7:30am – 3:30pm
Missed & late collections
We do not send order reminders. It is the customer’s responsibility to ensure orders are collected before closing.
If you anticipate being late, you must contact us before closing time so we can assess if a solution is possible. We cannot guarantee any accommodation.
Orders must be collected by closing time. A maximum grace period of 10 minutes after closing is allowed.
Collection policy:
- Monday–Thursday: Orders not collected by closing will be held until the next business day.
- Friday: Orders not collected by closing will only be available for collection at a time determined by the owner (if feasible) and will incur a $50 late collection fee.
If no contact is made by closing time, uncollected orders will be forfeited.
Refunds are not provided for missed or late collections.
DELIVERIES
The customer is responsible for ensuring someone is present to receive the delivery at the nominated address.
If no one is available, or the premises are closed, the order will be left only if a safe location is available. If no safe location exists, the order will be returned to the bakery.
Any order returned to the bakery due to:
- no recipient available, or
- incorrect or incomplete delivery details
will be subject to a re-delivery fee at the standard rate and scheduled according to availability or must be collected from the bakery during business hours.
We take no responsibility for orders left unattended at a delivery location.
Preferred delivery times are not guaranteed. We operate on a strict delivery schedule and cannot accommodate specific time requests.
It is the customer’s responsibility to notify the recipient and ensure the delivery can be received.
CUPCAKE STAND HIRE
Our cake stands are available exclusively for cake and cupcake customers.
Hire Cost: $25.00
Refundable Deposit: $100.00 (returned upon safe and timely return of the stand)
Return Policy: The hired stand must be returned to the bakery before the Wednesday of the following week after your event.
Late returns: without notice may impact other customers’ events and will result in loss of deposit.
Damage: If the stand is damaged or returned in an unusable condition, the $100 deposit will be forfeited.
AGREEMENT TO TERMS & CONDITIONS
By making payment, you acknowledge that you have read, understood, and agree to all Sweet on Cupcakes terms and conditions.
Please note that these terms and conditions are subject to change at any time without prior notice.