Refund Policy

At Elwood Bakery & Cafe we want you to be completely happy with your order. Please read this policy carefully so you understand your options if something isn’t right.

Quality Issues

If your product is damaged, incorrect, or does not meet our quality standards, please contact us within 24 hours of pickup with:

• Your order number
• A clear photo of the issue
• A brief description of the problem

We will assess your claim promptly and, where appropriate, offer one of the following at our discretion:

• A replacement product (subject to lead time)
• A partial or full refund to your original payment method
• A store credit for a future order

Cancellations

• More than 48 hours before pickup: Full refund of any deposit or payment made, processed within 5–10 business days to your original payment method.
• Less than 48 hours before pickup: Deposits are non-refundable. If you paid in full, we will refund 50% of the order value. This reflects the cost of ingredients and labour already committed to your order.

Change of Mind

We are unable to offer refunds for change of mind once an order has been accepted and production has commenced. If you need to make changes to your order, please contact us as early as possible and we will do our best to accommodate you.

Custom Orders

Custom decorated cakes (including those with personalised messages or designs) are non-refundable once baking has commenced, as these cannot be resold. The 48-hour cancellation window still applies before baking begins.

Uncollected Orders

If your order is not collected within 2 hours of the agreed pickup time and we have not been able to reach you, we reserve the right to consider the order abandoned. No refund will be issued for uncollected orders.

How to Request a Refund

Contact us by phone or email during trading hours (Monday–Saturday 6:00am–6:00pm, Sunday 6:00am–5:00pm). We aim to respond to all refund requests within 1 business day.