Refunds, Cancellations & Order Changes
Silver Glaze cakes are made to order, with preparation, ingredients and design work planned specifically for each order. We understand that circumstances can change and ask that you contact us as soon as possible if you need to alter or cancel an order.
Cancellations and Change of Mind
If you wish to cancel an order, please contact Silver Glaze as soon as possible.
For change-of-mind cancellations made within 24 hours of payment, a full refund may be provided provided that preparation, ingredient sourcing, custom work or other production has not commenced.
After 24 hours, or once preparation, ingredient sourcing, custom elements or production has commenced, any refund may be reduced by the reasonable costs already incurred, or the order may no longer be eligible for a change-of-mind refund.
Cancellations made at very short notice, where substantial preparation or production has commenced, may not be eligible for a refund.
Gift Cards
Unused Silver Glaze gift cards may be cancelled and refunded at Silver Glaze’s discretion, subject to any rights available under the Australian Consumer Law. Partially used gift cards cannot be refunded.
Where a refund is approved for an order paid using a gift card, the amount originally paid by gift card will be returned to the gift card balance. Where an order was paid using both a gift card and another payment method, the gift card portion will be refunded first.
Bespoke Orders
Bespoke creations often involve additional design, planning, sourcing and custom-made elements.
Once bespoke design work, purchasing or production has commenced, amounts relating to work already completed and reasonable costs already incurred may be non-refundable.
Any specific payment or cancellation arrangements applying to a bespoke order will be communicated before the order is confirmed.
Order Changes
Requests to change an order, including the design, flavour, size, quantity, delivery date or other specifications, should be made as early as possible.
We will make reasonable efforts to accommodate changes where we can, however changes cannot be guaranteed once preparation has commenced.
Where a requested change results in additional ingredients, labour, design work or other costs, an additional charge may apply. Any additional cost will be communicated before the change is confirmed.
Changes to Event or Delivery Date
If you need to move your order to another date, please contact us as soon as possible.
Date changes are subject to availability and may not always be possible. Where work or purchasing has already commenced, additional costs may apply.
Problems With Your Order
If you believe your order has a problem, please contact Silver Glaze as soon as reasonably possible and provide details and photographs where appropriate so that we can assess the issue.
Silver Glaze goods and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits or excludes any rights or remedies available to you under that law.
Contact
For cancellations, changes or concerns regarding an order, please contact:
Silver Glaze
Owned and operated by Coco Madison PTY LTD
studio@silverglaze.com.au
www.silverglaze.com.au