Refund policy

At Sweetly, we take pride in baking fresh, high-quality cookies and want you to be happy with your order. If something isn’t quite right, please review our refund policy below.

1. Eligibility for Refunds

We may offer a refund or replacement in the following situations:

Quality Issues
If there is a problem with the quality of your cookies please contact us the day you receive your order.

Incorrect or Incomplete Orders
If you receive the wrong items or your order is missing something, please notify us within 24 hours of receipt.

2. Non-Refundable Situations

Unfortunately, we are unable to offer refunds in the following cases:

  • Change of Mind: Refunds are not available for change-of-mind purchases.

  • Allergies or Dietary Preferences: It is the customer’s responsibility to review ingredient and allergen information before purchasing - these can be located on each individual product page. Refunds will not be issued for allergy or dietary-related reasons once an order has been placed.

  • Improper Storage or Handling: Cookies must be stored correctly upon receipt. Refunds will not be issued for products that have been improperly stored or handled after delivery or pickup.

  • Unattended Deliveries: If no one is available to receive the delivery at the nominated address, Sweetly will not take responsibility for any damage, loss, or theft once the order has been delivered. Refunds or replacements will not be issued for orders left unattended.

3. How to Request a Refund

To request a refund or replacement, please:

  1. Contact Us: Email us via sweetlyperth@gmail.com the day you receive your order.

  2. Provide Details: Include your order number, a brief description of the issue, as well as photos of the issue.

  3. Assessment: Our team will review your request and respond as soon as possible.

We appreciate your understanding and thank you for supporting Sweetly 💛