Effective Date: 1 March 2025
At Santither Bakes, operated by Little Cupcakes, we take enormous pride in the quality of every cupcake, cake, brownie and treat that leaves our kitchen. We understand that receiving a product that does not meet your expectations is disappointing, and we are committed to resolving any issues promptly and fairly. This policy outlines the circumstances under which we offer refunds, replacements or credits, and the process for raising a concern with our team.
As a bakery specialising in freshly baked goods, our products are perishable by nature. Due to food hygiene and safety regulations, we are unable to accept returns of any food items once they have been delivered to or collected by the customer. This policy exists to protect the health and safety of all our customers, as we cannot verify the storage conditions or handling of products once they leave our care. We ask that you inspect your order upon receipt and contact us immediately if you notice any issues, so that we can address the matter while the details are fresh.
If your order arrives damaged, is missing items or contains incorrect products, we want to make it right. We ask that you contact us within 24 hours of receiving your order so that we can investigate and resolve the issue as quickly as possible. To help us assess the problem, please provide the following information when you get in touch:
Once we have reviewed your claim, we will offer one of the following remedies at our discretion:
Please note that minor cosmetic variations in icing, decoration placement or colour shading are inherent to handcrafted baked goods and do not constitute defects. Each item is made by hand and may differ slightly from images shown on our website or social media. Claims based solely on cosmetic preferences that do not affect the taste, freshness or overall quality of the product will be assessed on a case-by-case basis.
Once a refund has been approved, we will process it within five business days. Refunds are issued to the original payment method used at the time of purchase. Depending on your bank or payment provider, it may take an additional three to ten business days for the refund to appear in your account. We will send you an email confirmation when the refund has been processed on our end. If you have not received your refund within 14 business days of our confirmation, please contact your bank or payment provider in the first instance, and then reach out to us if the issue remains unresolved.
We understand that plans can change, and we aim to be as flexible as possible with cancellations and modifications. If you need to cancel your order, the following conditions apply:
To cancel or modify an order, please contact us by phone or email as soon as possible. The earlier you notify us, the more likely we are to accommodate your request without any charges.
Your satisfaction matters deeply to us, and we encourage you to reach out if anything about your order is not quite right. Our team is ready to listen and work towards a solution that leaves you happy. You can contact us through the following channels:
We value every customer relationship and will always do our best to find a fair and reasonable resolution. This policy does not affect your rights under the Australian Consumer Law, which provides additional protections for consumers purchasing goods and services.