Refund & Freshness Policy
The Short Version
We want you to be obsessed with these cookies. If something is actually wrong with them, we’ll fix it. But because they are fresh food, we can’t take returns just because you changed your mind or forgot to pick them up.
1. The "Freshness Guarantee"(Faulty or Incorrect Items)
Under Australian Consumer Law, you are entitled to a refund or replacement if the item is faulty, unsafe, or significantly different from the description.
What we cover: If your cookies arrive crushed, undercooked (beyond our signature gooiness!), or are the completely wrong flavour, please email us at contact@chipbakehouse.com.au within 24 hours of receipt.
The "Receipt" Rule: Please include a photo of the issue and your order number. We cannot assess the claim without seeing the cookies.
The Fix: If it’s our mess-up, we will happily offer a replacement box (on us) or a full refund.
2. Change of Mind & Taste Preference
- No Returns on Food: Due to Australian food health and safety regulations, we cannot accept returns or exchanges on perishable items once they have left our premises.
- Taste is Subjective: We bake our cookies to be soft and gooey—just how we like them! We can't offer refunds if the texture or sweetness just "wasn't for you," provided the quality is technically sound.
3. Delivery Responsibility
Delivery Addresses
Please triple-check your address! If a parcel is returned to us or left at the wrong house because the address you entered was incorrect, we cannot offer a refund or re-send the cookies for free.
4. Cancellations & Changes
We bake to order, which means we buy ingredients and plan our prep specifically for you.
- 7+ Days Notice: Full refund minus a $5 admin fee (covers transaction fees/admin time).
- Within 7 Days: No cancellations. By this point, we’ve likely already bought the fancy chocolate and butter for your batch.
- Date Changes: If you need to change your shipping date, please let us know at least 72 hours in advance, and we will do our best to accommodate you.
5. The "Handmade" Clause
Every single Chip Bakehouse cookie is scooped by hand in our Sydney kitchen. This means:
- Variations in shape, colour, and topping distribution will happen.
- No two cookies are identical twins—they are sisters. These slight variations are not considered "defects."