Terms & conditions

By accepting a cake agreement and paying a deposit or purchasing a cake, you agree to be subject to these Terms and Conditions. Please read the following Terms and Conditions carefully before placing your order with CAKES BY HAN. By using the CBH service, you agree to be bound by these Terms and Conditions. We reserve the right to refuse the sale of goods or services or to cancel an order under certain circumstances. Please be aware that all photographs taken of your cakes prior to delivery remain property of CAKES BY HAN.

WEBSITE SHOP ORDERS

Cakes can be ordered directly from our website shop for pick up or delivery. Delivery fees range from $50 + gst to $150 + gst depending on suburb. Please send us a photo of your preferred design if you would like something specific* and note any other details in the description box. *You may be charged extra for any add ons that haven't been selected and paid for. All cakes are decorated on a cake board & packaged in a cake box. All cakes are made to order and created by humans, not machines. For cake designs including text, we may need to adjust the words or abbreviate words if the requested wording is too long to fit on your cake. There may be slight variances in colour and decoration, but we will always do our best to match it exactly!

Changes to your orders take our small team time that we quite often don’t have, and can increase the chances of errors. Please do not order your cake until you are 100% sure on your order and the colours/text/size you need. Any changes will incur a $10 admin fee. Refunds incur a $25 admin/processing fee to cover the charges from our payment platforms. We would much prefer giving you a credit for future use so that you don’t have to pay this fee. 

Thank you for understanding!

CUSTOM CAKE ORDERS

Cake order confirmation & payment

To secure your custom order, a non refundable deposit of 50% of the total amount (or $250 + gst for wedding bookings) is required at the time of booking. This deposit confirms your booking of the selected date. Bookings are not confirmed until a deposit has been received. The remaining balance of the order is to be paid in full fourteen (14) days prior to pick up or delivery date, unless otherwise agreed upon. Clients are also welcome to pay in full upfront at the time of booking. All payments must be made via a direct bank transfer or cash.

Changes made after paying your deposit

You may incur an admin fee if you make changes to your order after securing your booking with a deposit. Each change takes CBH time to alter your booking and invoice. It may also cost CBH in goods already purchased/made and time spent working on your order. This being said, if you would like to add more onto the order, this is subject to availability and notice.

Design and flavour changes

Due to the nature of the design and creative process, we do not copy or replicate other artist’s work. We may use your provided images as inspiration only, however two cakes will never be the same. After a deposit is received, minor changes to the design may be accepted up to 6 weeks prior to your event. Flavour changes are accepted up to 6 weeks prior to your event, however this is at CBH’s discretion, and is subject to availability. Should the design change, CBH will endeavour to accommodate your changes, however, we reserve the right to amend the quote accordingly (where applicable) to reflect the changes required. An administration fee may also be charged at our discretion. Any changes to the original order are subject to viability and quote review. Date changes must be submitted in writing and the new date is subject to availability. Any errors, corrections or updates to your order must be submitted in writing. Your amended order will then be reissued for your records. Whilst all care is taken to complete your order as specified – factors including but not limited to weather and supply availability may result in design changes. Design changes are at CBH’s discretion. All cake designs are subject to artistic license and should we need to make such changes no further correspondence will be entered into. Please understand if a picture/image is supplied, then in some cases it may be necessary to change a colour or vary a product from the picture as certain items may be unavailable from time to time. Where items are provided on cakes (plastic figures, toys or handmade sugared items) they are strictly provided as decorations on a cake, and it is advised that these are not to be consumed. Some figurines and decorations may contain wire or toothpicks which are dangerous if consumed. If there are any breakages or faults with the items after they are removed from the cake after collection, then if time permits these can be replaced at an agreed cost.

Setup and delivery

Setup and delivery is available for some cakes. We require an address to provide a quotation. Cake deliveries are made within reasonable business hours. Available delivery is upon our discretion; charges for delivery may apply and will be subject to location of the venue. Easy access to the venue needs to be available eg close parking, lift access to higher levels. You are welcome to collect your cake, Monday to Saturday by arrangement. Orders must be picked up at the agreed upon time as we operate a strict schedule and often have other deliveries or pick-ups to fulfil. If you are late, you may have to come back to collect or you may have to pay for delivery of your cake. If you or your representative elects to pick up and set up the cake, you assume all responsibility and liability for the handling of the cake once it leaves my possession. Whilst all due care is taken when boxing your cake, cakes transported by you are done so at your own risk. Specific items can be sent to you via express postage however, this is at your own risk as we cannot control Australia Post postage times.

Storage

Where cakes are covered in fondant (or have sugar paste flowers or figurines), these should not be refrigerated as this may cause the icing to sweat from condensation. Storage of these items should be in a cool dry place out of direct sunlight and away from any heat. Buttercream cakes can be stored in a refrigerator however they can be stored in a cool dry place out of direct sunlight and away from heat.

Quality & Allergies

At CBH we pride ourselves on the quality of our products and services. All our ingredients are of the highest quality. All cakes are made in premises in which nuts are used, whilst every effort is taken to keep ingredients separate, cakes may contain traces of nuts. CBH will not be responsible for any allergy related issues. Unless it is specified otherwise on your order, all products may contain or come into contact with dairy, wheat, nuts, soy and other allergens. It is the client’s responsibility to inform their guests of any risks. It is important to remember that cakes are a perishable and delicate product. Our aim is to provide only the freshest and highest quality cakes to our customers.

Photo Usage

CBH reserves the right to use any photos we take of your creation for media related activities such as publishing on our website, social media or advertising.

Deposit, cancellation and refund policy

Upon basic size and design constructs of your cake being finalised and proceeding with the order a non-refundable deposit of 50% for social bookings or $250 + gst for wedding bookings will be required unless otherwise stated in your quote. Your booking is not considered confirmed until the deposit has been received. No order will commence until a deposit has been paid & received. Once the deposit has been paid, the quoted price remains fixed to the details in the quote. The balance of the quote is due in full no later than 14 days prior to the date your cake is required. Payments can be made via cash or direct deposit. We have a minimum order value of $500 + gst for all wedding bookings with delivery. All CBH items and services are subject to gst and will be charged on your final invoice accordingly.

Price adjustment policy

Prices for goods/services may be subject to review due to inflation and materials/fuel price increases which are out of our control.

In the event of cancellation with more than 14 days notice

Any cancellations will result in your non-refundable deposit being forfeited. All cancellations or changes must be in writing. If for any reason you need to postpone your wedding/event, please contact us immediately. Your new date will be subject to availability, but we will try to accommodate you wherever possible. If the new date of your event is available, your deposit may be transferred to the new date. An admin fee may be charged at our discretion. Cash refunds are not given. A credit voucher will be issued for all monies paid over and above the non-refundable deposit. Credit vouchers are valid for 12 months from your original event date and can be used toward new or existing orders. If for some reason we are unable to fulfil your order due to unforeseen circumstances (e.g. accident or illness), your deposit will be refunded in full and we will assist you in finding an alternative decorator to complete your order.

In the event of cancellation with less than 14 days notice

The full amount of your cake is payable. No refund or credit will be given.

Admin Fees

Admin fees are charged for shop refunds when availability has been disregarded, when bookings have been cancelled or changed multiple times. Any admin fees are charged at our discretion. This is to cover the fees we have paid for our website payment platform services in taking your payments and refunding them, as well as any time spent on your booking. Changes to orders incur admin fees as we have to pay our staff to make the changes to the run sheets, resend invoices and spend more time discussing these changes. A late fee may also apply if your order is sent through after our cut off day (sunday 5pm each week prior). We hate charging these fees, however, we need to cover costs to run our small business and appreciate your understanding.

Refunds

Refunds that are requested due to dissatisfaction of design, colour or decorations will not be honoured. It is up to you to make your design wishes clear by providing enough detail and we trust you have selected CBH because you love our style and trust our professional experience/opinions. If you are unsatisfied with the flavour quality of your cake and request a refund, this will be assessed at the discretion of our staff. In these circumstances, the cake must be returned. Unfortunately, we are unable to issue a refund for a cake or dessert item that has been consumed. You don’t get refunded for food consumed in a restaurant so please don’t expect the same from us.

Damage

CBH aims to provide as much detail and assistance in relation to best storage for your order in person and via our website. CBH takes no responsibility if a cake is damaged after it has been picked up by the client or a designated person, or, delivered to the client’s address or event space. CBH cannot be held responsible for any damage to the cake or products once they are delivered and in the care of a client or the venue. Where a client elects to self-transport, we are not responsible for any damage caused during transportation.

COVID19 considerations

If you are currently booked with us and wish to reschedule or downsize your order due to Covid, then we will happily take care of this for you, with no penalty. We recognise that there are lots of last minute changes occurring outside of our control due to snap lockdown decisions made by the Government. We will offer a date change with no penalty to a new date if a lockdown is imposed. However, plenty of notice is required for this option. Cancelling the week of the event, and expecting a full refund, may not be an option at this late stage. Please be mindful, many hours go into the creation of a cake. Quite often the sugar/fondant work is created in advance. If you decide to cancel your booking instead of postponing due to covid, please see the above cancellation policy.

AGREEMENT TO TERMS & CONDITIONS

By proceeding with a purchase you confirm you have read, understood and agree to our terms and conditions.