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Refund Policy

Overview

SG Bakery, located at this page, is committed to upholding the highest standards in the preparation of our breads, cakes, pastries, and catering services. This refund policy is designed to align with the Australian Consumer Law (ACL) and clearly outlines your rights as a consumer, as well as our responsibilities regarding refunds, replacements, and repairs for orders placed through our website or in-store.

Entitlement to Remedies Under Australian Consumer Law

Under the Australian Consumer Law (ACL), consumers are entitled to a refund, replacement, or repair if a product exhibits any of the following issues:

  • Faultiness: Product, such as a cake, is received in a spoiled or damaged condition.
  • Misrepresentation: Receiving a vanilla cake instead of the chocolate cake that was ordered.
  • Unsuitability for Intended Purpose: Example: a gluten-free cake that inadvertently contains gluten.
  • Safety Concerns: Products that may contain foreign objects posing a potential health risk.
  • Insufficient Durability: Example: a cake that spoils before its stated shelf life.

In the case of minor issues, SG Bakery may offer a replacement. For more significant concerns, consumers have the option to request either a refund or a replacement. These remedies are consistent with the consumer guarantees outlined in the ACL.

When Refunds Are Not Available

Refunds or replacements will not be provided under the following circumstances:

  • If a customer changes their mind after completing a purchase.
  • If an incorrect product is ordered (e.g., wrong flavor or size).
  • If the product is not stored appropriately after pick-up or delivery (e.g., failing to refrigerate a cake).
  • If the customer was informed of any defects or specific conditions before the purchase.

Nonetheless, we reserve the right to offer an exchange or store credit for non-faulty returns at our discretion, subject to the conditions outlined below.

Refund or Replacement Process

How to Request a Remedy

If you believe your order does not meet the Australian Consumer Law (ACL) consumer guarantees, please contact us as soon as possible (ideally within 48 hours of pick-up or delivery). You can reach us via:

  • Phone: 0457 441 236 (Mr. Andrew)
  • Email: orders@sgbakery.com.au

Please include:

  1. Your full name.
  2. Contact email or phone number associated with your order.
  3. Order number (from confirmation email).
  4. Clear images of faulty/damaged items.
  5. A concise description of the issue.

Processing Time

Upon approval of a refund, the reimbursement will be processed using the same payment method as the original transaction. Please allow up to 10 business days for the refund to appear, depending on your financial institution. Replacements will be arranged promptly, subject to availability.

Returning Products

Customers are responsible for returning small, portable items to SG Bakery stores at this page, unless the product is faulty. In such cases, we will cover reasonable return costs (keep your receipts). For larger or difficult-to-transport items, we will coordinate collection once the issue has been confirmed.