Refund policy

Returns & Refund Policy

At The Brownie Bar, we strive to deliver premium-quality brownies and an exceptional customer experience. Please review our policy below to ensure transparency and understanding regarding cancellations, refunds, and order issues.

1. Order Issues

If your order arrives incorrect, damaged, or incomplete, please contact us within 24 hours of delivery or pickup. Kindly provide:

  • Your order number
  • A detailed description of the issue
  • Photos of the item(s), if applicable

We will promptly review your case and work with you to resolve the matter.

2. Cancellations

We accept cancellations if we are notified at least 2 full business days prior to your selected dispatch or pickup date. 

Regrettably, we cannot process cancellations or provide refunds for change-of-mind requests made within 2 business days of your dispatch or pickup date.

3. Refunds

Due to the perishable nature of our products, we do not accept returns. However, refunds or replacements may be issued under the following circumstances:

  • The item(s) received do not match your order.
  • The item(s) are found to be defective or damaged during transit.

Refunds will be processed to your original payment method within 5-7 business days upon approval.

4. Exclusions

We do not issue refunds for:

  • Products damaged after delivery due to improper storage or handling.
  • Minor variances in appearance, as our brownies are handcrafted and may differ slightly.
  • Orders that are not collected on the designated date (for pickup orders).

5. Shipping and Delivery Delays

While we make every effort to dispatch orders promptly, we are unable to provide refunds or compensation for delays caused by Australia Post. By placing an order, you acknowledge the inherent risks associated with third-party carriers.

Our estimated delivery timeframe of 1-5 business days from the dispatch date is intended as a guideline, not a guarantee. In the event of widespread delays, we will notify affected customers via email or a text message.

6. Incorrect Delivery Information

It is the customer’s responsibility to provide accurate and complete delivery information when placing an order.

  • If an incomplete or incorrect address is provided, we cannot guarantee successful delivery of your order.
  • If the parcel is returned to us due to incorrect details, we cannot resend it as the product will no longer be fresh.
  • Refunds will not be issued in these circumstances, and a new order will need to be placed.

5. How to Reach Us

For any questions or concerns regarding your order, please contact our customer service team at:

  • Email: info@thebrowniebar.com.au
  • Phone: 0493 985 198

Our team is available to assist you during our business hours which are 9am to 5pm, Monday to Friday.

Thank you for choosing The Brownie Bar. We value your support and are here to ensure your brownie experience is nothing short of delightful!