Refund policy

1. No Refunds for Change of Mind As our products are handcrafted food items made to order, we do not offer refunds or exchanges for change of mind. This is in accordance with Australian Consumer Law, which does not require refunds for perishable or custom-made food products when the item meets the agreed specifications. Please review your order carefully — including flavours, quantities, design details, and delivery date — before completing your purchase.

2. Small, Large Order Cancellation & Modification Notice

For small orders, we will not issue any refunds for a cancellation within 3 business days of your dispatch or pick up date.

For large orders, a minimum notice period of 5 business days is required to cancel or modify your order. Large orders require significant preparation time, including sourcing ingredients, scheduling production, and allocating resources. Cancellation or modification requests made after this 5-business-day window cannot be accommodated, as production will have already commenced. No refund will be issued in these circumstances.

3. Quality Complaints — Strict 24-Hour Window Any quality complaint must be lodged within 24 hours of delivery or collection. Complaints submitted after this period will not be eligible for a refund, as we are unable to assess the condition of perishable food items once this window has passed. To be eligible, the product must have been received in a condition that does not meet reasonable quality standards (e.g. damaged in transit, incorrect item, or a clear production defect).

4. Return of Product Required for Assessment The affected product must be returned to us for assessment to process any refund claim. Please note:

  • If the product has been fully consumed, no refund will be issued. Full consumption is considered acceptance of its condition.
  • If the product has been substantially consumed (more than 50% eaten), we reserve the right to decline the claim.
  • The product must be returned in its original packaging where possible, stored appropriately until returned.
  • Return costs are the customer's responsibility unless the fault is determined to be on our end.

5. How to Lodge a Quality Complaint

  1. Contact us within 24 hours of receiving your order via our website contact form or email.
  2. Include your order number, date and time of delivery or collection, and a clear description of the issue.
  3. Attach clear photographs of the affected product, including packaging and any visible defects.
  4. We will respond within 2 business days with return instructions.
  5. Once the returned product is assessed, approved refunds will be processed to your original payment method within 5–7 business days.

6. Refunds We Do Not Cover

  • Change of mind or personal preference.
  • Complaints lodged more than 24 hours after delivery or collection.
  • Products fully or substantially consumed.
  • Damage caused by improper storage or handling after delivery.
  • Minor variations in colour or decoration inherent to handcrafted products.
  • Orders where the customer provided incorrect details.

7. Australian Consumer Law Our products 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. Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

8. Postage delays

Please be aware that we will not be issuing refunds for any postage delays or postage issues by our selected carrier. By ordering through us, you are accepting the risks associated with sending parcels by our selected carrier. If we are aware of any postage delays, we will do our best to notify our customer in advance either on our website or direct to customers. Our 1-2 business day delivery time from dispatch date is only an estimate, not a guarantee. 

9. Wrong delivery address provided by customer

Unfortunately if an incomplete or incorrect address is provided by the customer, there is no guarantee the customer will receive the brownie. If the product is returned to us because an incorrect address was provided by the customer, we cannot send the product back out to the customer as it will not be fresh and the customer will have to reorder the product again. No refunds will be provided to customers who supply us with incorrect address details. 

10. Contact Us Questions or complaints? Contact us via our website contact form or email. We are a small, passionate team and we genuinely care about every order — we will always do our best to find a fair resolution. Please email us at sales@naughtybikkies.com.au