Refund Policy

Cancellations & Refunds

Online Orders (Unshipped Goods)

Due to the handcrafted and perishable nature of our products, we do not accept returns or issue refunds for change of mind.

If your order hasn’t been shipped yet, you may cancel within 24 hours of placing it by contacting us at thesecretelement.au@gmail.com.

  • Once your order is packed or shipped, cancellations are no longer possible.

  • Approved cancellations will be processed within 14 business days, but actual timing may vary depending on your bank or payment provider.

  • We are unable to offer refunds or replacements in the following situations:

    • Incorrect or incomplete delivery address entered at checkout

    • Returned or uncollected parcels after multiple delivery attempts

    • Perishable nature of our baked goodies, including custom bakes, means we can’t accept returns once delivered

  • Damaged or Incorrect Items: If there’s an issue with your order, please send us a clear photo within 24 hours of delivery.

    • Eligible items must be unused, in their original packaging, and in the condition, you received them.

    • We’ll assess your claim and guide you through next steps if a return or partial refund is approved.

Custom Bakes

We carefully deliver your goodies right to your doorstep. Please ensure someone is available to receive your order during delivery, as once your order has been delivered, it is no longer our responsibility.

Because our products are fresh and perishable, refunds or exchanges cannot be offered after delivery. Please store your goodies properly to keep them fresh.

  • A 50% non-refundable deposit is required to secure your date and booking.

  • A $15 admin fee applies to all changes or cancellations.

  • If you choose to cancel after confirming your booking, the deposit will not be refunded unless a valid reason is provided (e.g. emergencies or unforeseen circumstances).

  • All changes or cancellations depend on how far along we are in the baking process — if we’ve already started on your order, we may not be able to make adjustments.

Customer Responsibility after Delivery

Once a delivery has been made to the provided address, we are no longer responsible for the condition of your baked goods. Please ensure someone is available to receive and store the items promptly.

Delivery Issues out of our Control

While we ship express to ensure freshness, we are not responsible for delays caused by postal services, weather, or other unforeseen disruptions once your order has been dispatched.

Creative Touch

Every batch of our baked goodies is lovingly handcrafted, making each one truly unique. Our website showcases all the custom options we offer — from flavors to colors and decoration styles.

Please keep in mind, exact color matches aren’t always possible. While we use consistent coloring techniques, slight variations in shade and design are part of the charm of handmade, made-to-order treats.

Allergy & Dietary Disclosure

Allergen Notice: Our products are made in a kitchen where nuts, gluten, dairy, and soy are present. It is the customer's responsibility to inform us of any allergies prior to ordering. We cannot offer refunds due to allergic reactions.