Refund policy

CANCELLATION POLICY FOR ONLINE STORE CAKES

Our online store cakes, are not able to be cancelled or altered once your order is place. please choose carefully as no changes or cancellations can be made.

Refunds that are requested due to dissatisfaction of design, size, colour shade or general decoration will not be honoured. If you are unsatisfied with the flavour quality of your cake and request a refund, this will be assessed at the discretion of our staff.

In these circumstances, the cake must be returned to us within 1 business day. The customer is responsible for all costs incurred to return the cake to us and must take all reasonable care to ensure items are returned to us safely.
We are strictly unable to refund for a cake or product that has been consumed.

REFUND POLICY FOR GIFTWARE

We offer only an exchange on items if you have changed your mind.

Should a product be faulty or description misleading, we will gladly refund the item, less any discounts or promotions applied to the original order. Please notify us by email as soon as possible within 14 days.

Items will be exchanged or a credit note issued, providing purchases are in the same condition as when they first arrived with you, including any packaging.

The customer is responsible for all costs incurred to return parcels to us and must take all reasonable care to ensure items are returned to us safely.
We will not be responsible for any parcels that are lost or misplaced in transit. An additional postage charge will apply to return the exchanged item to the customer. We do not refund for change of mind.

CANCELLATION POLICY FOR CUSTOM CAKES

Any and all cancellations will result in the loss of your non-refundable deposit. All cancellations or changes must be in writing. If you cancel your booking within 14 days of the pick up or delivery date, your full booking amount will be forfeited.

We do understand that things happen; if you need to move your order date, please notify us at your earliest convenience in writing to hello@willowgeorge.co Your new date is subject to our availability.

When you place an order or accept our Quote, you're saying, 'Yes, I've read and understood this agreement, and I'm okay with all the terms and conditions.'

Quotes

This agreement is between us, Willow George Co Pty Limited, and you (the details are in our quotation). We'll give you a Quote for your Event, but please note we only take only limited orders per week to maintain our quality. You must confirm with us as soon as possible to secure your Booking. If you want to change the date of your Event, just make sure it's within 3 months of the original date so the prices stay the same. We will accept this change subject to our availability. We strongly recommend that you're really happy with the cake and all information in the Quote before you pay your Booking Fee.

Bookings

Now, about booking us for your Event. You need to pay a Booking Fee to lock in your Event Date. We don't confirm any dates until we get that fee. Just so you know, this fee is non-refundable. When you decide to book with us, you're choosing us as the only cake provider for your event. We'll need you to give us some information for your booking. And you're promising us that all that information you provide is up-to-date and correct. If anything changes (like the event date, timing, venue, or number of guests), you'll let us know right away. We're really relying on this information to make your cake and event fabulous. One important detail: if you give us the wrong name, that's what will end up on your cake, and if you give us the wrong numbers, there might be some hungry people! If we need to provide additional services on the Event Date, there will be extra fees. One last thing—if we get in touch with you for more information and don't hear back within 5 buisness days, we may have to forfeit your Booking.

Designs

We'd love to create a design for your Event that will be sure to impress. We will work with you to ensure we can create the best cake we can, however, please know that if you let us have creative reign, we will have total discretion over the design, and cake design can be very subjective. As cake is a perishable item, we may sometimes need to make substitutions to colours, flavours and selections you have made, however we will always try to match any theme, style and colour scheme discussed with you. In any event, we retain all Intellectual Property Rights in all the designs. Further, our designs may also contain some inedible items in the structure , so please be aware to remove them before consumption. These may include foam pieces, decorations, fresh flowers, dried flowers, preserved flowers, wires or toothpicks.

Delivery and Cake Stands

We also charge a Delivery Fee and, if you cannot provide an authorised representative or have us leave the cake unattended, a Call Back fee will be charged. Once the cake is delivered, the risk passes to you and you will be solely responsible for correctly moving or transporting it, so please be careful! Finally, if you decide to hire a cake stand or other décor from us, a $100 bond will be required, and all décor must be returned within 4 days of the Event Date. Any unreturned décor will result in losing the bond. Thanks for your cooperation!

PAYMENT TERMS

We accept payments by cash or direct debit. If you choose to pay by card, please note that a portion of any bank or payment processing fees will be passed on to you. If you'd like to check your balance at any time, simply send us a request at hello@willowgeorge.co Our fees are due and payable 14 days prior to the Event Date (the “Final Payment Date”). If we don't receive our fees by this date, we may not be able to provide the Services you've requested. We will also charge interest at the rate of 11% per annum calculated daily for any unpaid invoices. Finally, you authorise us to deduct our fees directly from your credit card. Please note that any interest charges or legal collection fees will be billed to you.

CANCELLATIONS

If you would like to cancel your Booking, we kindly ask that you let us know as soon as possible by emailing us at hello@willowgeorge.co. If you give us more than 90 days' notice, we will be able to refund 50% of the Total Fees. If you give us less than 90 days' notice, we may not be able to offer a refund, as we may have already turned down other bookings. Unfortunately, if you cancel after the Final Payment Date, we won't be able to offer you a refund as we will have already begun to order supplies and materials and work has been done to prepare for your cake.

Where we need to cancel your Booking including after the Final Payment Date, a refund will be given, and we will use our reasonable endeavours to give you as much notice as possible and to find a new cake supplier. The Booking Fee remains non-refundable.

To the extent permitted by law, all Fees are non-refundable. This includes, but is not limited to, cancellations by you due to relationship breakdowns, personal, family, or financial situations, unforeseen circumstances, and all Force Majeure Events. We also do not provide refunds for your change of mind, or where you failed to provide us with adequate information. On occasion, we may, at our sole discretion refund extra payments that you have made between your Booking Fee and the Final Payment Date. All Booking Fees are non-refundable as a Booking precludes us from booking another event.

CHANGES/ VARIATIONS TO YOUR DESIGN

Where you wish to make a change to your cake design you must notify us via email at hello@willowgeorge.co before the Final Payment Date. Unfortunately, no changes or variations may be made to your Booking after that date because we will have already committed to the design. Where a variation involves an increase in costs, you must pay the additional costs immediately.

TRANSFERS, POSTPONING

Any transfers to other Event Dates and Venues are subject to our availability. You will need to contact us at hello@willowgeorge.co to request a transfer. A Transfer Fee will apply. This includes where you need to transfer or postpone due to COVID-19. You acknowledge and agree that delivery costs will vary according to location if there is a change in Venue.

AUSTRALIAN CONSUMER LAW

Our Products and Services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to: cancel this agreement with us; and a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with Products. If a failure with the Products or Services does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the Products and to cancel this agreement for the Services and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the Products or Services.

You acknowledge and agree that the nature of the Services means that we cannot rectify them after the Event. You acknowledge and agree to immediately notify us where you are at all dissatisfied with the Services.

MARKETING

You permit us to photograph and/or video the events and use the photographs for marketing and information purposes, or publications exhibitions and professional awards. This includes, but is not limited to social media, brochures, websites, Pinterest, advertising, magazine submissions and other publications related to promotion and marketing. Please request our consent before photographing us at the Event or using any of our photos or videos. You must seek our prior written consent before any publication of information about us in the media or otherwise.

TERMINATION

We may refuse to provide Services to you, or anyone, for any reason, at any time. In particular, if you breach this Agreement, we may immediately refuse to deliver the Services. We can also stop offering our Services at any time, for any reason. We are not responsible to you for any changes, or if we suspend or stop our Services. We will however, endeavour to notify you if we suspend or stop our Services so you can organise alternative suppliers.

LIABILITY AND INDEMNITY

To the maximum extent permitted by law, we are not liable for any Loss or Damage arising from your use of the Services, including, but not limited to, any errors or omissions in any website content, price changes or discontinued services, any changes, and any melting cakes, or design faults. To the extent which we are entitled to do so, our liability under the Australian Consumer Law will be limited, at our option to: -

the supply of equivalent products and/or services; or
the payment of the cost of the products and/or services.

In any case, our liability to you will not exceed the amount actually paid by you to us.

You agree to indemnify us, and to keep us indemnified from any Claim arising out of or in connection with your breach of this Agreement, including where you provide incorrect information.

FORCE MAJEURE

Where there is a Force Majeure Event, we will not be considered in breach of this Agreement, to the extent that our obligations are unable to be performed by such an event. We will not incur any liability to you for any Loss or Damage of any nature incurred or suffered in connection with any Force Majeure Event.

IF THERE IS A DISPUTE

If a dispute arises, you acknowledge and agree that confidentiality is paramount to our reputation. At no time will any communications or discussions be made public, including but not limited to any social media websites. Any public discussion or comments considered defamatory, negative or otherwise damaging and will be the subject of compensation in any mediation or litigation claim.

In the event of any dispute that cannot be resolved, both parties agree to obtain an independent professional arbitrator/dispute resolution specialist to make a determination on the dispute and each party agrees to pay their own costs.

OTHER

This Agreement is to be construed in accordance with the laws of NSW, Australia, and you and we submit to the jurisdiction of the courts of NSW, Australia. This is the entire agreement between you and us, and supersedes any prior agreements, proposals and communications whether oral or written, between you and us. In the event of an inconsistency between these Terms for Events and other terms and conditions on our website, these Terms for Events prevail. No other term is to be included in this Agreement except where it is required to be included by law. The failure by us to exercise any right or enforce any provision in these Terms does not waive the future operation of that right or provision. In the event that a provision in this Agreement is not enforceable, such provision shall be severed from this agreement to the extent permitted by law, and the remaining provisions will remain in full force and effect. All obligations and liabilities in these Agreement survive termination of this Agreement.

DEFINITIONS

“Additional Fees” means any additional fees for additional services provided at the Event e.g., design alterations.

“Booking” means the booking of the Products and Services for the event.

“Call Back Fee” means the fee we charge you for any re-delivery that is required where authorisation has not been provided.

“Claim” means any claim, under statute, tort, contract or negligence, any demand, award or costs.

“Booking Fee” means the fee of $200 or 50% of the total Quote.

“Delivery Fee” means the fee we charge you for the delivery of the cake to the Venue.

“Event” means your wedding or other event.

“Event Date” means the date you notify us for your Booking.

“Fee” means the fee or fees we provide in our Quotation.

“Force Majeure Events” include any pandemic, including COVID-19, changes to regulations, government restrictions, weather events, travel limitations, venue closures or any other events beyond our control.

“Intellectual Property Rights” means all copyright, trademarks, design rights, patents, trade secrets and confidential information whether registered or unregistered.

“Loss or Damage” means any direct, indirect, incidental, punitive, special, or consequential loss or damages of any kind, including but not limited to, any loss of profits, revenue, loss of data, loss of enjoyment, virus to systems, personal injury, death, negligence, trespass, property damage and legal costs.

“Products and Services” means the actual cake we provide and the cake making services we provide to you.

“Quotation” means the quotation we provide to you.

“Services” means the cake making services we agree to provide to you.

“Total Fee” means the total fee for the cake making services, and the cake.

“Transfer Fee” means a fee equal to a 5% increase in the Fee where the new Event Date is less than 6 months away; a 10% increase where the new Event Date is more than 6 months away; and a 20% increase where the new Event Date is more than 12 months away.

“Venue” means the venue you notify us and is where the cake is to be delivered.

“We, us, or our” means Willow George Co Pty Limited [ ABN 24657301061] and includes any of our, employees, agents, partners, contractors and where relevant any parent companies or subsidiaries.

“Website and services” means www.willowgeorge.co and everything available on this website including, but not limited to, all products and services.

You can always contact us for any return question at hello@willowgeorge.co.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We do not offer refunds, please contact us immediately if your cake is faulty. We will notify you once we’ve received and inspected your return in person, and let you know if the store credit was approved or not. If approved, you’ll be issued with a credit note.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@willowgeorge.co.