Sweetlicious Return Policy & Refund Policy

Refund Policy:

Under Australian Consumer Law, Sweetlicious will always repair, replace or refund a Faulty Product.
However, under Australian Consumer Law, you are not entitled to a refund if you:
• You got what you asked for, but simply changed your mind
• Found it cheaper somewhere else
• Decided you did not like the purchase
• No longer had a use for it
• Misuse the product in any way that caused the fault
• Bought a discounted seconds product therefore you knew of, or were made aware of, the fault before you bought the product
• Received products are broken by the courier and you deliberately opt-out of additional insurance
• Returned the goods to us via courier or in person and the product is damaged, spilled or not in original condition due to insufficient or incorrect packaging.

Claims for refund of a Faulty product must be made within 7 days of receipt of your goods. If posted, we will use the time stated on the courier’s tracking. Your original receipt or receipt number is required for proof of purchase.

Goods must be returned the following way:

1) Within 7 days of possession
2) Sealed and unopened
3) In the original packaging which must be in the original condition, receipt included
4) When returning via courier, it must be placed inside a more sturdy box (free boxes can be obtained from Bunnings). Please use sufficient bubble wrap and foam padding, shredded newspaper is useless and will result in damage during transit which will not be covered by us or any insurance you purchased.

No refunds for the following:

1) Breakage or spillage during transit (could be covered by insurance, but if they reject your claim then it’s your loss).
2) Postage charges to and from your location, unless it is an incorrect item, see below.
3) Delays in courier service due to accidents, natural disasters, pandemics, staff shortages, wars or acts of God. Please purchase Express Postage if urgent. Again no guarantees if Australia Post fails to deliver on time.
4) Custom products (toppers, colours, sprinkles) already made to your specifications.

**Please note: we do not accept returns on seasonal, clearance items or personalised orders unless faulty or incorrect. Additionally, no food items will be accepted for return, due to Health Regulations.

If you receive an incorrect item due to our picking error:

1) Contact us immediately to notify the error.
2) Take photos and we will email you a return courier label. Any postage costs associated with our error will be covered by Sweetlicious.
3) We will upon your request replace any merchandise that is a result of a picking error.

Sweetlicious will not be held responsible for ingredients such as Cake Mixes, CMC/Tylose, Gum Tragaganth, Colours, Rose Spirit, etc if they are received in good order but fail to satisfy your expectations for flavour or ease of use. If unsure of the correct use of these products we suggest that you seek advice or investigate fully their correct use before purchasing these items.

Many of our goods are of a very delicate nature and therefore are packed very carefully, by hand, and the vast majority arrive in perfect condition. We guarantee that all of our products leave our warehouse in perfect condition. We do recommend postage insurance to cover for any damage or breakage as we do not replace broken items.

What to do if you received a damaged item via courier:

1) Look at your invoice and see if you have paid for insurance. If not, we can’t help you, you will have to bear the cost.
2) If you’re insured, contact us immediately and take photos of the box and the contents and email them to returns@sweetlicious.com.au
3) We will lodge your insurance claim.
4) You will need to purchase a replacement item if you still require the product and we will provide you with a cash refund when the insurance claim is paid out.

Please note that we will not be in a position to address your problem where you have been careless or unreasonable in your demands.

To organise a return, refund or replacement please contact us and provide your invoice number.
Phone: 1300 798 222
Email: returns@sweetlicious.com.au

In the event at our discretion, we do refund you (as opposed to replacing goods) for orders placed online or over the telephone – we will credit back the original credit card on which the order was purchased. Alternatively, we will issue you with a credit voucher.

Warranty Claims
Please note that all claims must be made within 7 days of you receiving your order and that you must email photographic evidence of all damaged or faulty products with your claim.
Remember it is your responsibility to check all goods upon arrival of your order.