Refund policy
REFUND POLICY
Our Commitment to Quality
At Claude & Marilynn Bakehouse, all cookies and baked goods are made fresh to order using premium ingredients. We take pride in delivering the highest quality products to our customers.
Refunds and Replacements
Due to the perishable nature of our products and food safety regulations, we have the following policy:
We offer replacements or refunds if:
- Your order arrives damaged during delivery (significant damage affecting the majority of the order)
- You receive the wrong items or flavors
- The products are spoiled upon delivery
- There is a genuine quality issue with your baked goods
To request a replacement or refund:
- Contact us at cmbakehouse@gmail.com within 24 hours of receiving your order
- Provide clear photos of the products in their original packaging showing the issue
- Describe the problem in detail
- We will review your request and respond within 24 hours
Our resolution process:
- We will first offer a replacement delivery on our next Friday delivery at no additional cost
- If a replacement is not suitable for your situation, we will issue a full refund to your original payment method
- Photo evidence showing products in original packaging is required for all requests
- We reserve the right to decline requests that do not meet our policy criteria or show evidence of customer handling
Refund Processing Time
Once your refund is approved, we will process it within 1-2 business days. Please allow 5-10 business days for the refund to appear in your account, depending on your bank or card provider.
Specific refund conditions:
- Refunds apply to significant quality issues affecting more than half of your order
- Minor imperfections (slight variations in size or shape) are normal for handmade baked goods
- Single broken cookies in an otherwise intact order do not qualify for full refund but may receive partial credit or replacement
Pickup Orders
Pickup orders not collected by 8pm Monday will be considered abandoned. As our products are baked fresh for your order, we cannot offer refunds for uncollected items. This does not affect your rights under Australian Consumer Law.
We cannot offer refunds or replacements for:
- Change of mind after ordering (as all items are made fresh to order)
- Products that have been fully consumed
- Allergic reactions (customers are responsible for reviewing ingredient information before ordering)
- Delivery delays caused by incorrect address information provided by the customer
- Damage that occurs after the packaging has been opened
- Requests made more than 24 hours after delivery
Shipping Fees
If your order arrives damaged, incorrect, or with quality issues due to our error, we will refund the full amount including shipping costs. For all other refunds or replacements, original shipping fees are non-refundable.
Refund abuse prevention:
We monitor all refund and replacement requests to ensure fairness for all customers. Repeated refund requests or patterns of abuse may result in declined requests or account restrictions.
Australian Consumer Law
Nothing in this policy limits your rights under Australian Consumer Law. You are entitled to a refund or replacement if the goods are faulty, not fit for purpose, or do not match the description.
Contact Us
For any refund, replacement, or quality concerns, please email us at cmbakehouse@gmail.com within 24 hours of delivery with photos of the issue.