Cancellation & Refund Policy

Last updated: July 30, 2026

At The Sweet Pie Co. we take pride in fresh, handcrafted desserts. Because our products are perishable and made to order, this policy explains cancellations, refunds, and your rights under New Zealand consumer law.

1. Your rights under New Zealand law

If you are a "consumer" under the Consumer Guarantees Act 1993 (CGA), our goods must be of acceptable quality, fit for purpose, match their description, and be delivered within a reasonable time. If we fail to meet a guarantee, you are entitled to a remedy—which may include repair, replacement, or refund depending on the circumstances and severity of the failure.

Nothing in this policy limits your statutory rights. For more information visit consumerprotection.govt.nz.

2. Order cancellation by you

• Before production: Contact us as soon as possible at hello@thesweetpie.co.nz or 021-109 2935. If we have not yet started preparing your order, we will cancel it and refund the full amount paid.
• After production has started: Because ingredients are prepared fresh, we may not be able to cancel. We will advise you on a case-by-case basis.
• On the delivery day: Cancellations may not be accepted once items are dispatched or out for delivery.

3. Cancellation by us

We may cancel an order if a product is unavailable, if we cannot deliver to your address, if payment is not received or is fraudulent, or due to an error in pricing or product information. You will receive a full refund for any amount charged.

4. Changes to orders

Requests to change delivery date, address, or items must be made as early as possible. We will accommodate changes only if production and logistics allow. Additional charges may apply for upgraded products or delivery.

5. Damaged, incorrect, or missing items

Please inspect your order on delivery or collection. Contact us within 24 hours with:

• Your order number
• A description of the issue
• Clear photographs of the products and packaging (for damage claims)

Where products are damaged in transit, incorrect, or missing, we will offer a replacement, credit, or refund as appropriate. We may request return of damaged goods or evidence of disposal for food safety reasons.

6. Quality concerns

If you believe a product is not of acceptable quality, contact us promptly with details. We may arrange collection, replacement, or refund after assessment. Perishable goods cannot be resold; please do not consume items you believe are unsafe—dispose of them safely and tell us immediately.

7. Non-returnable items

For health and safety reasons, we generally cannot accept returns of:

• Perishable food that has been delivered and handled by the customer
• Custom-made or personalised items once production has commenced
• Items purchased on clearance or final sale where stated at purchase

This does not affect your rights if goods fail to meet guarantees under the CGA.

8. Refund method and timing

Approved refunds are returned to the original payment method where possible. Please allow 5–10 business days for the refund to appear, depending on your bank or card issuer. If you paid by cash on delivery and a refund is approved, we will arrange an alternative refund method.

9. Gift orders

If you received a gift and the order was placed by someone else, contact us with the gift giver's order number if known. Refunds for gift purchases may be issued to the original purchaser unless we agree otherwise.

10. Chargebacks

If you have a concern, please contact us first so we can resolve it. Unauthorised chargebacks without contacting us may delay resolution and affect future orders.

11. Contact

Returns and refund enquiries:

• Email: hello@thesweetpie.co.nz
• Phone: 021-109 2935 / 022-678 2160
• Customer Support