Refund policy
Bilberry Bakehouse – Return & Refund Policy
At Bilberry Bakehouse, every order is baked fresh with care. Because we handle fresh food items, strict health and safety regulations apply to our delivery and return procedures.
1. Perishable Items & Non-Returnable Goods Due to food safety laws and the perishable nature of our products, we do not accept returns, exchanges, or refunds for change of mind, personal taste preferences, or uncollected parcels. All sales are final once your order has been dispatched.
2. Damaged, Defective, or Incorrect Orders If your cookie box arrives damaged during transit, or if you received an incorrect item, we will happily resolve the issue in accordance with Australian Consumer Law guarantees.
Please inspect your box upon delivery and notify us within 24 to 48 hours by emailing info@bilberrybakehouse.com. To help us process your claim quickly, please include:
- Your order number
- A brief description of the issue
- Clear photos of the outer packaging and the affected products
Once verified, we will issue a replacement box, provide store credit, or process a refund to your original payment method.
3. Cancellations & Order Modifications Because our batches are prepared fresh to order, any request to change your address, adjust flavour choices, or cancel an order must be submitted at least 24 hours prior to your scheduled dispatch day (Monday or Wednesday). Once order preparation or dispatch has begun, orders cannot be cancelled or altered.
4. Delivery & Shipping Details Please double-check your delivery address at checkout. Bilberry Bakehouse is not responsible for delayed, lost, or spoiled deliveries resulting from incorrect or incomplete delivery addresses, or parcels left unattended in non-suitable weather conditions after delivery.
5. Contact Information For any questions regarding your order or our policies, please reach out to our team:
- Business Name: Bilberry Bakehouse
- Email: info@bilberrybakehouse.com
- Location: Bannockburn, Victoria 3331, Australia