Terms & Conditions
Terms and Conditions of Sale
These Terms and Conditions of Sale ("Terms") govern the sale of products by Brooki Bakehouse ("we", "us", "our") to you, the customer ("you", "your"), through our website at www.brookibakehouse.com (the "Website") and at our retail stores. By placing an order you agree to these Terms.
Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law.
1. Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product is not of acceptable quality, does not match its description, or is unsafe, you are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. If the failure is not a major failure, you are entitled to have the problem fixed within a reasonable time, and if that does not happen, to a refund.
Where anything in these Terms is inconsistent with those rights, your rights under the Australian Consumer Law prevail.
2. Allergens and food safety
Our products are made in a kitchen that handles wheat, gluten, egg, milk, soy, tree nuts and products that may carry traces of peanut. The declared allergens for each product are listed on the product page and on our in-store labelling.
Because our kitchen and our equipment are shared across products, we cannot guarantee that any product is completely free from traces of any allergen, even where that allergen is not listed as an ingredient. If you have a severe allergy or are at risk of anaphylaxis, please contact us before ordering and exercise your own judgement about whether to consume our products.
Some products contain alcohol. Where they do, this is stated on the product page and on the product label.
If you believe you have had an adverse reaction to one of our products, please contact us immediately at orders@brookibakehouse.com. Nothing in these Terms limits our liability for death or personal injury.
3. Product information and availability
We make every effort to display accurate and up-to-date product information, including descriptions, pricing and availability. If we discover a material error in a price or description after you have placed an order, we will contact you, and you may either confirm the corrected order or cancel it for a full refund.
All products are subject to availability. Where we are unable to supply a product you have paid for, we will offer you a substitute or a full refund, and the choice is yours.
4. Ordering and acceptance
Order placement: You can place an order by following the instructions on the Website. You are responsible for ensuring the information you provide, including your delivery address, is accurate and complete.
Order confirmation: After you place an order you will receive a confirmation email acknowledging that we have received it.
Acceptance of order: A contract of sale is formed when we dispatch your order, or, for click-and-collect and in-store orders, when we confirm that your order has been accepted for preparation.
Refusal or cancellation by us: We may refuse or cancel an order where the product is unavailable, where there has been a material error in pricing or product information, where we reasonably suspect fraudulent activity, or where we are unable to deliver safely to the address provided. If we cancel an order you have already paid for, we will refund you in full without deduction.
Changes and cancellations by you: Standard orders may be changed or cancelled at no cost up to 24 hours before the scheduled dispatch or collection time. Made-to-order items, including message brownies, custom cakes and catering, may be changed or cancelled up to 48 hours before the scheduled dispatch or collection time. After those times we may retain costs already incurred, and we will always tell you what those costs are before charging them.
5. Pricing, payment and discounts
Pricing: All prices displayed to Australian customers are in Australian dollars and include GST. Shipping fees are shown separately, and the total amount payable is displayed at checkout before you confirm your order.
Price changes: Prices may change from time to time. The price that applies to your order is the price displayed at the time we accept it. We will not increase the price of an order we have already accepted.
Payment: We accept the payment methods displayed on the checkout page. By providing your payment details you confirm that you are authorised to use the payment method. Payment must be received in full before your order is dispatched or collected.
Discounts: Discount codes must be applied at checkout and cannot be applied retrospectively. Where a discount code has an expiry, it will be advertised with an expiry date and time in Australian Eastern time unless otherwise specified.
6. Shipping and delivery
Shipping: We ship to the address you provide at checkout. Shipping fees and estimated delivery times are shown before you pay.
Perishable products: Our products are perishable and made fresh. We dispatch within the timeframe stated on the product page and select carriers and packaging with that in mind. Delivery estimates are estimates, and we do not control the carrier network. However, if your order arrives late, damaged, or in a condition that makes it unfit to eat, please contact us and we will make it right in accordance with clause 1. Nothing in this clause limits your right to receive your order within a reasonable time.
Risk: Risk in the products passes to you on delivery to the address you provided. If you instruct a carrier to leave a parcel unattended, we are not able to accept responsibility for its condition after it has been delivered.
7. International orders
Where we ship outside Australia, you are the importer of the products. You are responsible for any customs duties, taxes or charges levied in the destination country, and for confirming that food products may lawfully be imported into that country. We are unable to refund orders that are seized or destroyed by border authorities.
8. Returns, refunds and perishable goods
Because our products are perishable and made fresh to order, we do not offer change-of-mind returns or exchanges.
This does not affect your rights under clause 1. If a product is faulty, unsafe, not as described, or arrives in an unacceptable condition, please contact us within 48 hours of delivery or collection, with a photograph where possible, and we will provide a refund or a replacement.
Please also refer to our separate Returns Policy, which is incorporated into these Terms by reference.
9. Gift cards
Gift cards are valid for at least three years from the date of purchase, and the expiry date is shown on the card. We do not charge any fee for using a gift card after it has been purchased. Gift cards are not redeemable for cash and cannot be reloaded. If you lose a gift card, please contact us with proof of purchase and we will do our best to assist.
10. Catering and corporate orders
Catering and corporate orders are subject to a minimum notice period and may require a deposit. The notice period, deposit and cancellation terms applying to your order will be confirmed with you in writing at the time of order. Where an order is cancelled after that point, we may retain costs already incurred, and we will tell you what those costs are before charging them.
11. Privacy
We collect and handle your personal information in order to process your orders, provide customer support, and, where you have consented, send you marketing communications. You can unsubscribe from marketing at any time using the link in any message we send, or by contacting us at orders@brookibakehouse.com. You may also request access to, or correction of, the personal information we hold about you by contacting us at that address.
12. Intellectual property
All content on the Website, including text, photography, recipes, graphics, logos, branding and software, is the property of Brooki Bakehouse or its content suppliers and is protected by intellectual property laws. You may not reproduce, distribute or use our content commercially without our express written permission. You are welcome to share our content for personal, non-commercial purposes with attribution.
13. Our liability
Nothing in these Terms excludes, restricts or modifies your rights under the Australian Consumer Law, including the consumer guarantees, and nothing in these Terms limits our liability for death or personal injury, for fraud, or for any other liability that cannot be limited or excluded by law.
Subject to the above, and to the extent permitted by law, we are not liable for loss or damage that was not reasonably foreseeable, or for loss or damage caused by circumstances outside our reasonable control.
14. Events outside our control
We are not in breach of these Terms where our performance is prevented or delayed by an event outside our reasonable control, including extreme weather, natural disaster, carrier failure, industrial action, utility failure or a public health order. Where such an event affects your order, we will contact you and offer a replacement, a rescheduled delivery, or a full refund.
15. Complaints and dispute resolution
If something has gone wrong, please contact us first at orders@brookibakehouse.com. We aim to acknowledge every complaint within one business day and to resolve it within three business days.
If we are unable to resolve your complaint, you may contact the Australian Competition and Consumer Commission, or the consumer protection agency in your state or territory — in Queensland, the Office of Fair Trading. Nothing in these Terms prevents you from taking a matter to a tribunal or a court.
16. Governing law
These Terms and your use of the Website are governed by the laws of Queensland, Australia. You may bring proceedings in the courts or tribunals of Queensland, or in the courts or tribunals of the state or territory in which you live. We will only bring proceedings against you in the courts of the place where you live.
17. Changes to these Terms
We may update these Terms from time to time. The Terms that apply to your order are the Terms published at the time we accept it. Where we make a material change to these Terms, we will publish the updated Terms with a new effective date.
18. Contact information
If you have any questions about these Terms, please contact us at: Brooki Bakehouse, 32 Berwick Street, Fortitude Valley QLD 4006, orders@brookibakehouse.com.
Last updated: 20 August 2026