• Cancellation & Refund Policy

  • Effective Date: 24 August 2026

  • At Butterlicious Cookies, our products are freshly prepared for individual orders. Because of this, our cancellation and refund policy is based on the preparation stage of each order.

    • 1. Order Cancellation

      Customers may request cancellation of a standard order at least 24 hours before preparation begins. Once preparation has started, cancellation may no longer be accepted because the products are being freshly prepared specifically for the customer.

    • 2. Cancellation Charges

      A cancellation charge may apply depending on the stage of the order and the work already undertaken. The applicable cancellation charge, where relevant, will be communicated to the customer at the time of cancellation.

    • 3. Customised Orders

      Customised orders require additional preparation and planning. Cancellation of a customised order may be possible before preparation begins, subject to confirmation by Butterlicious Cookies. Once preparation has started, customised orders cannot ordinarily be cancelled.

    • 4. Bulk & Corporate Orders

      For bulk, corporate, event, wedding or other large orders, customers are requested to contact us in advance. Cancellation may be considered before preparation begins. Once preparation has started, cancellation may not be accepted.

  • Resolution & Returns

    • 5. Refunds for Damaged Orders

      If your package arrives damaged, please contact us within 24 hours of delivery with clear photographs. After verification, we may offer replacement, refund, store credit, or another suitable resolution based on the issue.

    • 6. Incorrect or Missing Products

      If you receive an incorrect product or there is an issue with your order, contact us within 24 hours of delivery with photographs and order details for review.

    • 7. Change of Mind / Taste Preference

      We do not offer refunds or returns simply because a customer does not like the taste or has changed personal preference after receiving the product.

    • 8. Food Product Returns

      As our cookies are perishable food products prepared specifically for orders, returns are subject to verification. Please contact us before returning any item.

    • 9. Order Changes

      Changes to flavour, quantity, packaging, or customisation must be requested before preparation begins. Changes requested after preparation may not be possible.