Unfortunately, due to the nature of the product, we can’t offer you a refund or exchange on food.
If you have not received your product due to you having put the wrong or incomplete shipping address, then we cannot offer a refund or replacement.
If your item has had multiple attempted deliveries from the courier and you haven't collected it, and it gets returned, then we can't offer a refund or replacement.
If your item arrives faulty or incorrect, we require a photo of the defect to assess refund eligibility. Without a photo, we are unable to assess your claim.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require an order number or proof of purchase. To start a return, you can contact us at hello@brookibakehouse.com. If your return is accepted, we will issue next steps via email.
When you arrive to pick up your order, our friendly team will show you the order to make sure you are happy with it before it is boxed and handed to you. Due to the perishable nature of our products, we cannot offer a refund or exchange once your order has left our store.
Each of our custom orders are handmade, meaning no two items will ever be exactly the same. Our web store shows all of the customisations we offer in terms of flavours, colours, and piping styles. Please note, as all of our cakes are made with American buttercream, we are not always able to reproduce the exact shade/colour of a previous cake. We will always use the same colouring in store, but this does not mean your cake will be identical to a previous cake using the same colour. These are handmade products made to order and slight variations will always occur between two cakes.
We understand plans change and are willing to accommodate changes to your order. However please note as changes require administration, there is a $10 admin fee for changes and/or cancellations. Within 7 days of collection, we are not able to accommodate changes to your order and have a strict no cancellations policy within this time frame.
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