Refund & Cancellation Policy
Last Updated: 31 July 2026 • The Sugar Squad Australia
Australian Consumer Law Guarantee
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
1. Custom Cookie Order Cancellations
Because custom royal icing cookies are perishable food items baked specifically for your event date, the following cancellation guidelines apply:
Eligible for a full refund or deposit transfer to a future date reservation.
Non-refundable. Once custom dough preparation, specialty color mixing, and cutter manufacturing have commenced, ingredients and labor cannot be recovered.
2. Damaged or Defective Items in Transit
We package custom cookies with extreme care using food-safe bubble protection. If your order arrives damaged or defective:
- Take clear photos of the damaged items and shipping packaging within 24 hours of delivery.
- Email photo proof to hayley@thesugarsquad.com.au along with your order number.
- Upon verification, we will issue a replacement, store credit, or refund in accordance with Australian Consumer Law guarantees.
3. Cookie Cutter & Embosser Shop Returns
- 30-Day Defect Window: If a physical 3D printed cutter arrives broken or defective, contact us within 30 days for a free replacement or full refund.
- Change of Mind: Due to health and food hygiene standards, used cookie cutters cannot be returned. Unused cutters in original sealed packaging can be returned at the buyer's shipping expense for exchange or store credit.
Need assistance with a refund?
Hayley is here to help resolve any issues promptly.