Your cart is currently empty!
Last updated: 4 September 2025
At Pasteles Bakehouse Australia Pty Ltd (ABN 86 051 977 916) (“Pasteles Bakehouse”, “we”, “us”, “our”), we want you to enjoy every bite of our baked goods and have confidence in shopping with us. This policy explains when you may be entitled to a return, exchange, or refund.
This policy is provided in addition to your rights under the Australian Consumer Law (ACL).
1. Change of Mind
As our products are mostly perishable food items, we are unable to accept returns or provide refunds for change of mind or incorrect orders once the product has been made, packaged, or delivered. Please take care when placing your order.
2. Your Rights Under Australian Consumer Law
You are entitled to a repair, replacement, or refund if a product you purchase from us:
- is faulty, damaged, or unsafe,
- is not of acceptable quality,
- does not match the description provided, or
- fails to meet other consumer guarantees under the ACL.
These rights apply regardless of whether the purchase was made in-store, online, or over the phone.
3. Incorrect, Damaged, or Missing Items
If you receive an incorrect order, a damaged item, or your order is missing products, please contact us as soon as possible with your order details. We may request photos or further information to help us resolve the issue quickly.
Depending on the circumstances, we may:
- replace the item,
- provide a store credit, or
- issue a refund to your original payment method.
4. Refunds
Where a refund is approved, it will be processed via the same method you used for payment. Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider.
5. Custom & Special Orders
For custom cakes, catering, and special event orders, deposits may be non-refundable once preparation has commenced. If you need to cancel, please contact us as soon as possible – we will advise if any portion of your payment can be refunded based on the stage of preparation.
6. How to Make a Return or Claim
To request a return, exchange, or refund, please contact us at:
Pasteles Bakehouse Australia Pty Ltd
Email: info@pastelesbakehouse.com.au
Website: www.pastelesbakehouse.com.au
Please include your order number, details of the issue, and (where applicable) photographs of the product.
7. Updates to This Policy
We may update this Returns & Refunds Policy from time to time to reflect changes in our business or legal obligations. Any updates will be published on our Website with the revised date.