Refund PolicyUpdated 9 months ago

At Black Velvet Cakes, we pride ourselves on our award-winning creations, crafted under the guidance of judges from the Cake Guild of NSW. Our cakes feature firm butter cake sponges designed to support intricate and heavy decorations, paired with our renowned custom cream cheese buttercream icing. We adhere strictly to these recipes to ensure the stability and quality of our cakes. While we understand that individual tastes may vary, we maintain consistency in our standard recipes and do not offer refunds based on personal taste preferences.

Non-Refundable Orders Due to Event Postponement or Cancellation

If an event is postponed or canceled due to poor weather, natural disaster, pandemic outbreak, any Force Majeure Event, or any other reason beyond our control, and if the customer cannot make the postponement date, the order is non-refundable. However, a credit will be given based on the lead time between the circumstances rendering the event canceled and the event date:

• More than 2 weeks' notice: 100% credit will be given.
• 2 weeks' notice or less: 50% credit will be given.

Fulfillment Issues

If an order cannot be fulfilled by Black Velvet Cakes upon purchase, or if a suitable replacement cannot be agreed upon, a full refund will be issued. If Black Velvet Cakes cannot deliver or fulfill a paid order on the agreed date stated on the invoice, or if no alternate delivery date can be agreed upon by both parties, a full refund will be issued.

Damage During Transit

Refund requests due to irreparable and irreplaceable damages during transit must be reported in writing to [email protected] with photographic evidence no later than 30 minutes after receipt of the order. In cases of damage due to uncontrollable factors such as humidity or temperature, refunds will be at the discretion of Black Velvet Cakes. We will not be liable for any damage or injury over and above the cost of the order. We aim to respond to your initial email within 48 hours but may need additional time to collect information and conduct investigations related to your order.

Refund Process

Once both parties have agreed that a refund is to be issued, the customer should allow 7-10 business days for the transfer of funds to be available in the nominated account.

Incorrect or Damaged Orders

If the goods or services received are severely damaged or incorrect, a full refund, credit, or replacement will be provided. Please note that products cannot be returned due to change of mind, incorrect choice, or the item not fitting. This replacement extends to damage caused in transit. Accompanying photographic evidence of damage or defects must be submitted within 30 minutes upon receiving an order. Black Velvet Cakes reserves the right to determine the amount to be refunded, credited, or replaced.

Delays in Pick-Up

In the event of unreasonable delays in pick-up attributable to the ordering party or pick-up past store hours, and if the items were stored elsewhere other than Black Velvet Cakes premises, the ordering party bears the risk of any damage or loss of goods or any deterioration in quality or change in condition of the goods (e.g., changes in the temperature fit for consumption). In this case, the ordering party shall not be entitled to a replacement, refund, or replacement of the goods. Black Velvet Cakes cannot guarantee that we can schedule a delivery in place of the failed pick-up on the same day.

Same-Day Cupcake Deliveries

For same-day cupcake deliveries, in the event that a cupcake flavor is unavailable upon payment, Black Velvet Cakes reserves the right to arrange an alternative replacement for the order. As soon as the order is paid, it is reviewed in detail by decorators, and if there is an issue, Black Velvet Cakes will be in touch. The store also reserves the right to change the flavor or adjust the sizing of cake and/or cupcakes if we cannot get in touch with the customer after repeated attempts. The store cannot guarantee the availability of all products at the time the order was made online. To avoid disappointment, Black Velvet Cakes recommends confirming orders via payment at least 24 hours before the cupcakes are needed.

Order Changes

Changes to orders are permissible at least 36 hours prior to the scheduled pick-up or delivery time but are still subject to Black Velvet Cakes’ approval. A surcharge may apply for last-minute changes. All changes must be submitted in writing via email.

Payment Policy

All orders require full payment at the time of ordering. Failure to make full payment before production may result in your order being canceled.