Refund policy

Refund Policy

Frank & Harri

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

This Refund Policy applies to all cake and catering orders placed with Frank & Harri and operates in conjunction with our Cakes & Catering Terms & Conditions.

Order & Collection

All cake and catering orders require a minimum of 4 business days’ notice.

Collection or delivery details are confirmed at the time of ordering.

Responsibility for the order transfers to the customer once the cake or catering leaves our premises.

When You Are Entitled to a Remedy

You may be entitled to a remedy if the goods supplied:

Are not of acceptable quality
Are significantly different from the confirmed order
Are unsafe, or
Are not fit for their intended purpose

Where a major failure occurs, you may be entitled to a replacement or refund.

Our Assessment Process

Orders must be inspected at the time of collection or delivery.

Any issues must be reported immediately to our staff.

Issues raised after the order has left our premises may not be eligible for refund, replacement, or credit, except where required.

Frank & Harri will assess each claim and determine the appropriate remedy.

Non-Refundable Circumstances (Change of Mind)

The following do not constitute a fault and are not eligible for refund:

Change of mind after payment
Incorrect ordering by the customer (including quantities, flavours, or dates)
Cancellations made within 4 business days of the scheduled collection or delivery date
Same-day cancellations or failure to collect (no-shows)
Damage, melting, or deterioration occurring after collection or delivery
Minor variation in colour, decoration, or presentation where this falls within our house style or disclosed design parameters

Custom & Made-to-Order Products

Due to the perishable and custom nature of our products:

Custom cakes and made-to-order catering items are not refundable for change of mind
Remedies will only apply where the product does not reasonably match the confirmed order or fails to meet consumer guarantees

Cancellations

Cancellations made with more than 4 business days’ notice may be eligible for a credit, at our discretion
Cancellations within 4 business days are non-refundable, except where required

Resolution Options

Where a fault is confirmed, Frank & Harri may offer:

A replacement (where feasible)
A partial refund
A full refund

Refund Process

To request a review, please contact info@frankandharri.com.au with:

Order number
Description of the issue
Photographic evidence (where applicable)

Approved refunds will be processed to the original payment method. Please allow up to 10 business days for processing.

Exclusions

Gift cards are non-refundable
Sale items are non-refundable for change of mind

Contact

For any questions regarding this Refund Policy, please contact info@frankandharri.com.au.