At Sweet Scribbles, our brownies are made specifically for each order. Because many of our products are made to order or customised, we encourage customers to carefully check their order details before completing their purchase.
This policy explains how we handle cancellations, change-of-mind requests, damaged orders and other issues.
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law (ACL). Our products come with consumer guarantees that cannot be excluded.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible at:
Because our products are made to order, we may begin preparing your order before the selected dispatch date.
We will do our best to accommodate cancellation requests, but cancellation is not guaranteed once preparation or production has commenced.
If we are able to cancel your order as a voluntary cancellation or change-of-mind request, the refund will be processed less the transaction and payment processing costs associated with the original order.
The cancellation fee is:
2.5% of the order total, or $2.50, whichever is greater.
For example:
- A $50 order would incur a $2.50 cancellation fee.
- A $200 order would incur a $5.00 cancellation fee.
This cancellation fee applies only where the cancellation is a voluntary cancellation/change-of-mind request and does not apply where a refund or other remedy is required under the Australian Consumer Law.
Change of Mind
We do not generally provide refunds for change of mind once an order has been accepted for production.
This includes situations where a customer:
- No longer wants the order
- Ordered the wrong product
- Selected the wrong flavour
- Selected the wrong customisation
- Ordered too many items
- No longer needs the brownies
- Found the product cheaper elsewhere
- Changes their plans after placing the order
If we are able to cancel a change-of-mind order before production has commenced, the cancellation fee described above may apply.
Custom & Personalised Orders
Customised products, including Build a Brownie orders and other personalised products, are made according to the selections and information supplied by the customer.
Please carefully check all:
- Names
- Letters
- Messages
- Spelling
- Flavours
- Designs
- Decorations
- Quantities
We are not responsible for errors in customer-supplied information where the product has been made according to the information provided at checkout.
If you notice an error in your order, contact us immediately at nadine@sweetscribbles.com.au. If production has not yet commenced, we will do our best to correct the order where possible.
Damaged Orders
We package our brownies carefully to minimise the possibility of damage during handling and transit.
However, brownies and decorations can occasionally move or sustain minor cosmetic changes during transportation.
If your order arrives damaged, please contact us at nadine@sweetscribbles.com.au as soon as reasonably possible.
Please include:
- Your order number
- A description of the problem
- Clear photographs of the outer packaging
- Clear photographs of the brownies and any damaged areas
- Any other information that may help us assess what happened
Please keep the original packaging until the matter has been resolved, as Australia Post or Sweet Scribbles may require additional information about the shipment.
How We Assess Damage
Not every cosmetic imperfection will require a replacement or refund.
Minor damage such as cracked letters or smudged ganache may not qualify for a refund or replacement.
More substantial damage, like a crushed or destroyed brownies, will have compensation considered.
Depending on the circumstances, we may offer:
- A replacement
- A partial refund
- A full refund
- Another appropriate resolution
The appropriate remedy will depend on the nature and extent of the problem.
Incorrect, Missing or Wrong Items
If you receive an item that is incorrect, missing or materially different from what you ordered, please contact us at nadine@sweetscribbles.com.au as soon as possible.
Please provide your order number and photographs where appropriate.
We will investigate the issue and, where we have made an error, work with you to provide an appropriate remedy.
Allergies & Dietary Requirements
Customers are responsible for reviewing the ingredient and allergen information provided on our website before placing an order.
If you have an allergy or dietary requirement, please contact us before ordering if you are unsure whether a product is suitable.
We cannot provide a refund simply because a customer did not check the listed ingredients or subsequently discovers that a product is unsuitable for their dietary requirements, except where required by applicable consumer law.
We list all of our ingredients and allergens on our website here
Orders Delayed in Transit
Australia Post delivery timeframes are estimates and are outside our direct control.
A delay by Australia Post does not automatically mean that your order is eligible for a refund.
If your order appears to be delayed, please check your tracking information first. If you are concerned that the parcel has been significantly delayed, contact us at nadine@sweetscribbles.com.au and we will assist where possible.
Lost Parcels
If your parcel appears to have been lost in transit, please contact us.
We may need to allow Australia Post an appropriate amount of time to investigate the shipment before determining the appropriate resolution.
Where appropriate, we may lodge an enquiry or investigation with Australia Post on your behalf.
Incorrect Address or Failed Delivery
Customers are responsible for entering a correct and complete delivery address.
If an order cannot be delivered because an incorrect or incomplete address was supplied, or because a parcel was not collected following a missed delivery, additional postage may be required to resend the order.
A refund for an undeliverable order is not automatically available where the delivery failure resulted from information supplied incorrectly by the customer.
If the parcel is returned to us, please contact nadine@sweetscribbles.com.au so we can discuss the available options.
Local Pickup
Orders placed using the local pickup option are subject to the same general refund and cancellation conditions as shipped orders.
If you select local pickup and are unable to collect your order on the selected date, please contact us as soon as possible.
Because our products are made to order, failure to collect an order does not automatically entitle the customer to a refund.
We will always try to work with you to find a reasonable solution where possible.
Refund Processing
Where a refund has been approved, we will generally refund the applicable amount to the original payment method.
The time it takes for the funds to appear in your account may depend on your bank, card provider or payment platform and is outside our control.
Where a voluntary cancellation/change-of-mind refund is approved, the applicable cancellation fee described in this policy will be deducted.
No cancellation fee will be deducted where the refund is being provided as a remedy required under the Australian Consumer Law.
Refunds Required Under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where you believe there is a problem with your order, please contact us first at:
We will assess the issue and work with you to provide the appropriate remedy.
Contact Us
For all cancellation, refund, damage, delivery or order enquiries, please contact:
Please include your order number wherever possible so that we can assist you as quickly as possible.