Refund policy

Returns, Refunds and Replacements Policy

At BakeOz, we want you to be happy with your purchase. If there is an issue with your order, please contact us and we will work with you to resolve it as quickly as possible.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy is intended to exclude or limit any rights you may have under the Australian Consumer Law. Consumer guarantees apply automatically and cannot be negotiated away.

Change of mind

Because BakeOz sells food products, we do not accept returns for change of mind, including where you:

  • ordered the wrong product

  • changed your mind after purchase

  • no longer want the item

  • prefer a different flavour or variety

  • found the product cheaper elsewhere

This does not affect your rights under the Australian Consumer Law.

Goodwill replacements or refunds

In limited circumstances, BakeOz may, at its sole discretion, offer a goodwill replacement, store credit or refund even where we are not legally required to do so.

Any goodwill remedy is offered on a case-by-case basis and does not limit, replace or affect your rights under the Australian Consumer Law. Any voluntary warranty or goodwill promise is additional to consumer guarantee rights, not a substitute for them.

Damaged, faulty or incorrect items

If your order arrives:

  • damaged

  • faulty

  • unsafe

  • spoiled due to a product issue

  • significantly different from its description

  • or you receive the wrong item

please contact us as soon as possible at info@bakeoz.com.au with:

  • your order number

  • a description of the issue

  • clear photos of the item, packaging and shipping label where relevant

We may ask for further information or evidence so we can assess the issue before providing a remedy. Businesses may inspect or assess goods before deciding the appropriate remedy.

If a product is confirmed to have a problem, we will provide an appropriate remedy in accordance with the Australian Consumer Law, which may include a replacement, refund, repair where appropriate, or another suitable remedy. For a major problem, you may choose a refund or replacement. For a minor problem, we may choose to repair, replace or refund the item within a reasonable time.

Food products and storage

As our products are food items, returns are generally not accepted once goods have been opened, consumed, or stored incorrectly after delivery, unless required by law.

We cannot accept responsibility for damage or deterioration caused by:

  • incorrect storage after delivery

  • leaving the parcel unattended for an extended period

  • providing an incorrect delivery address

  • delays caused by circumstances outside our reasonable control after dispatch

This clause does not limit any rights you may have under the Australian Consumer Law.

Proof of purchase

To process a return, refund or replacement request, we may require proof of purchase, such as:

  • your order confirmation email

  • receipt

  • tax invoice

  • or other order details

A business may require proof of purchase when handling a refund or return request.

Return shipping

Please do not send any products back without first contacting us.

If we ask you to return a product and the product is confirmed to be faulty, damaged or incorrect, we will reimburse any reasonable return postage costs, or provide instructions for return or collection where appropriate.

If the product is found not to have a problem, return or inspection costs may be payable by the customer where permitted by law.

Refunds

Where a refund is approved, refunds will be processed back to the original payment method, unless otherwise agreed. ACCC guidance states refunds should generally be provided in the same form as the original payment unless both parties agree otherwise.

We aim to process approved refunds promptly, although bank or payment provider processing times may vary.

Contact us

If you have any questions about this policy or need help with an order, please contact us:

BakeOz
Email: info@bakeoz.com.au
Phone: (02) 66 721144
Address: 47-53 Kite Crescent, South Murwillumbah NSW 2484, Australia