Refund & Returns Policy
Loaded Cookie Pie Co
Website: loadedcookiepie.com.au
Phone: 0477 948 835
Last updated: 10/12/2025
1. Overview
At Loaded Cookie Pie Co, we strive to deliver the finest handcrafted desserts — fresh, delicious, and exactly as described. Because our products are perishable and made to order, we treat refunds or returns carefully. Please read this policy before placing an order. By ordering from us, you agree to the terms below.
2. Eligible Cases for Refund or Replacement
We will provide a refund or replacement only under the following conditions:
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You received the wrong product (different item than ordered).
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The product was damaged in transit — for example melted chocolate bar broken in transit, packaging damaged, or the dessert arrived spoiled due to delivery handling (not due to customer neglect).
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A manufacturing defect — e.g. major quality issue, contamination, or product clearly not meeting description (not simply subjective taste preference).
Note: Because of the perishable and handcrafted nature of our products (cookies, bars, pies, etc.), we cannot accept returns for change of mind, preference, or allergy (unless mis-labelled).
3. Time Limit for Claims
If you believe your order qualifies for a refund or replacement, you must contact us within 24 hours of receiving delivery.
Claims submitted beyond this timeframe may not be accepted.
4. Claim Process
To request a refund or replacement:
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Email us at
loadedcookiepie@gmail.com (or your designated contact email) or call 0477 948 835.
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Include in your message:
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Your order number
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Date and time of delivery
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Description of the issue (wrong item, damage, defect, etc.)
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Clear photos of the received item (packaging and product) showing the problem
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Once we receive your claim, we will review it and — if valid — respond within 48 hours with a proposed resolution (refund, replacement, or partial credit).
5. Refunds & Replacements
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Approved refunds will be issued via the original payment method as soon as possible, typically within 5 business days.
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For approved replacements, we will resend the corrected product at no extra cost (subject to availability).
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If a replacement cannot be provided (sold out or not feasible), we will offer a full refund or store credit.
6. Shipping & Handling Issues
Because desserts are perishable, we rely on delivery partners to deliver responsibly. Once the delivery is confirmed by courier, liability transfers — unless damage/defect is evident on arrival.
Ensure you inspect your order at delivery before accepting. If packaging appears damaged or melted, please refuse delivery or accept with photo evidence, then contact us immediately.
7. Change of Mind / Personal Preference
We regret that we cannot accept returns or refunds purely for “change of mind,” preference or taste (e.g. you decide you no longer want the item, or you don’t like the flavour), because our desserts are custom-baked, perishable, and made-to-order.
8. Order Cancellations by Customer
If you wish to cancel an order, please contact us as soon as possible — ideally before the order is baked or dispatched.
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If cancellation is approved before baking/dispatch — you will receive a full refund.
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Once baking/dispatch has begun or order is shipped — cancellation may not be possible. In that case, we treat it as a “change-of-mind,” and refund or return will not be accepted.
9. Our Right to Refuse Refund or Return
We reserve the right to refuse refund or replacement if:
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The request is made after 24 hours of delivery
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Product shows signs of misuse, improper storage, or damage due to customer handling
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Claim lacks sufficient evidence (photos, order details)
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Product was purchased under a sale, discount, or promotional offer (unless damage/defect) — in these cases, only replacement may be offered.
10. Contact Information
For all refund or return requests —
📧 Email: loadedcookiepie@gmail.com
📞 Phone: 0477 948 835
We aim to respond promptly and fairly to all valid claims, ensuring your satisfaction as much as possible.
