Refund Policy

1. Overview and Australian Consumer Law

This Refund Policy applies to all purchases made through our website for pickup from The Plant Organic Cafe and Market.
Nothing in this Policy limits or excludes any rights you have under the Australian Consumer Law, including your right to a repair, replacement or refund where goods have a major fault, are not as described, or are not fit for their usual purpose.

2. Perishable, made‑to‑order products

All products are freshly made to order and are perishable; for this reason, change‑of‑mind refunds are generally not offered once preparation has begun.
Because items are custom‑made for your selected date and time window, they cannot normally be resold or reused, which is why strict timeframes apply for cancellations and changes.

3. Change of mind and cancellations

If you wish to cancel or change your order, you must contact us as soon as possible; a minimum notice period (for example, 48–72 hours before the scheduled pickup time for whole cakes) will apply and will be stated on our website or order pages.
Where a cancellation is requested within the required notice period, we may offer a full or partial refund; where the request is made outside that period, a refund may not be available or may be reduced to cover costs already incurred (such as ingredients and preparation time).

4. Issues with quality, damage or incorrect items

If your order is incorrect, damaged, or appears not to meet reasonable quality standards at the time of pickup, please tell the staff at The Plant Organic Cafe and Market immediately and contact us as soon as you can (ideally with photos and your order details).
After assessing the issue, outcomes may include a repair (where possible), replacement product, partial refund, full refund, or store credit, depending on the nature of the problem and your rights under the ACL.

5. Allergies, storage and customer handling

Ingredient and allergen information is provided to help you decide whether products are suitable, but you are responsible for checking this information and seeking medical or dietary advice where necessary.
Once you collect your order, you are responsible for transporting, storing and serving it in line with any care instructions we provide; we may not be able to offer a refund where problems arise solely from incorrect storage, handling or transport after pickup.

6. Late or missed pickups

Orders are prepared for the pickup window you select at checkout; arriving significantly late may affect product quality and food safety for perishable items.
If you are running late or can no longer attend at your chosen time, contact us as early as possible; while we will try to assist, refunds or remakes for late or missed pickups are not guaranteed and will be considered case by case.

7. How refunds are processed

Where a refund is approved, it will usually be processed using the same payment method you used for the original purchase, unless we agree another method with you.
Refund processing times may vary depending on your bank or payment provider; once we process the refund, any further delay is outside our control, but we can provide confirmation of the transaction on request.

8. Contact and updates

To request a refund, raise a concern about your order or ask questions about this Policy, please contact us using the details provided on our website and include your full name, order number, photos (if relevant) and a description of the issue.
We may update this Refund Policy from time to time; the version that applies to your purchase is the one published on our website at the time you place your order, so please review it before each new order.