Terms & conditions

By accepting a cake quote and paying a deposit or purchasing a cake, you agree to be subject to these Terms and Conditions. Please read the following Terms and Conditions carefully before placing your order with CAKES BY HAN. By using the CBH service, you agree to be bound by these Terms and Conditions. We reserve the right to refuse the sale of goods or services or to cancel an order under certain circumstances. Please be aware that all photographs taken of your cakes prior to delivery remain property of CAKES BY HAN. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits those rights.

WEBSITE SHOP ORDERS

Cakes can be ordered directly from our website shop for pick up or delivery. Please send us a photo of your preferred design if you would like something specific* and note any other details in the description box. *You may be charged extra for any add ons that haven't been selected and paid for. All cakes are decorated on a cake board & packaged in a cake box. All cakes are made to order and created by humans, not machines. For cake designs including text, we may need to adjust the words or abbreviate words if the requested wording is too long to fit on your cake. There may be variances in colour and decoration, but we will always do our best to match it as best we can!

Changes to your orders take our small team time that we quite often don’t have, and can increase the chances of errors. Please ensure you have checked our announcement bar at the top of our website page for any closing dates/unavailability. A late fee may also apply if your order is sent through after our cut off day (sunday 5pm each week prior).

When placing an online order, please do not order your cake until you are 100% sure on your order and the colours/text/size you need. Any changes will incur a $25 admin fee. At CBH, ordering (including pre-ordering) must be done with care as refunds are not offered for change of mind or cancellation. All purchases are final.

Thank you for understanding!

NON-TRADITIONAL WEDDING CAKES

(Tiramisu, Pavlova, Millefoglie and similar)

Alternative cakes are made fresh for your event and contain highly perishable dairy, such as mascarpone and/or fresh cream. They differ from traditional buttercream or fondant cakes in the following ways:

  • They are temperature sensitive and must be kept refrigerated at all times until shortly before serving.

  • Once at room temperature, they should be served within a maximum of 1 to 2 hours, and sooner on a hot day. If the room temperature is above 32°C, that window drops to maximum 1 hour. They are not suitable for extended display.

  • Heat and humidity can affect the structure, finish and decorative details of the cake. This includes the softening or settling of the filling, pastry or meringue, and the fading, dissolving or reduced visibility of icing sugar, stencilled lettering and other surface decorations.

  • Minor settling, softening and natural variation in appearance are normal and are not considered defects.

  • Delicate detailing, such as icing sugar decoration, cannot be guaranteed to withstand hot and/or humid conditions. Where possible, we recommend asking your venue to bring the cake out shortly before serving or to serve it at the start of your event.

    Once the cake has been delivered and handed over to you, your venue or your caterer (including being placed in the venue’s refrigeration), its storage, handling and display are outside our control. You are responsible for making sure your venue and caterer follow these guidelines. Cakes by Han is not responsible for food safety concerns, or for changes to the cake’s structure, finish or decoration, that result from these guidelines not being followed, or from environmental conditions such as heat or humidity after handover.

    Please share these guidelines with your venue and caterer.

HIRE ITEMS & BOND

Serving trays, bowls, glasses, stands and other hire items are provided for the duration of your event.

  • A bond is required at the time of booking. The amount depends on the items hired and is stated on your invoice. It is held until all hire items have been returned.

  • Items must be returned clean to the address listed on your invoice by the Thursday following your event date.

  • The bond will be refunded in full within 5-10 business days of the items being returned in good condition.

  • If items are not returned by the deadline, or are returned damaged or broken, the bond is forfeited, reflecting the cost of replacement or collection. Additional collection costs may apply if items need to be retrieved from your venue.

  • If items are returned dirty, a cleaning fee of $25 will be deducted from the bond.

  • Hire items remain the property of CBH

CUSTOM CAKE ORDERS

Cake order confirmation & payment

To secure your custom order, a non refundable deposit of 50% of the total amount (or $250 for wedding bookings) is required at the time of booking. This deposit confirms your booking of the selected date. Bookings are not confirmed until a deposit has been received. The remaining balance of the order is to be paid in full fourteen (14) days prior to pick up or delivery date, unless otherwise agreed upon. Clients are also welcome to pay in full upfront at the time of booking. All payments must be made via a direct bank transfer or cash.

Changes made after paying your deposit

You may incur an admin fee if you make changes to your order after securing your booking with a deposit. Each change takes CBH time to alter your booking and invoice. It may also cost CBH in goods already purchased/made and time spent working on your order. This being said, if you would like to add more onto the order, this is subject to availability and notice.

Design and flavour changes

Due to the nature of the design and creative process, we do not copy or replicate other artist’s work. We may use your provided images as inspiration only, however two cakes will never be the same. We reserve the right to make changes to requested designs, colour and tier sizes as we see fit to create a unique CBH design and honour the original artists’ work. After a deposit is received, minor changes to the design may be accepted up to 6 weeks prior to your event. Flavour changes are accepted up to 6 weeks prior to your event, however this is at CBH’s discretion, and is subject to availability. Should the design change, CBH will endeavour to accommodate your changes, however, we reserve the right to amend the quote accordingly (where applicable) to reflect the changes required. An administration fee may also be charged at our discretion. Any changes to the original order are subject to viability and quote review. Date changes must be submitted in writing and the new date is subject to availability. Any errors, corrections or updates to your order must be submitted in writing. Your amended order will then be reissued for your records. Whilst all care is taken to complete your order as specified – factors including but not limited to weather and supply availability may result in design changes. Design changes are at CBH’s discretion. All cake designs are subject to artistic license and should we need to make such changes no further correspondence will be entered into. Please understand if a picture/image is supplied, then in some cases it may be necessary to change a colour or vary a product from the picture as certain items may be unavailable from time to time. Where items are provided on cakes (plastic figures, toys or handmade sugared items) they are strictly provided as decorations on a cake, and it is advised that these are not to be consumed. Some figurines and decorations may contain wire or toothpicks which are dangerous if consumed. If there are any breakages or faults with the items after they are removed from the cake after collection, then if time permits these can be replaced at an agreed cost.

Setup, delivery & shipping

Setup and delivery is available for some cakes. We require an address to provide a quotation. Cake deliveries are made within reasonable business hours. Available delivery is upon our discretion; charges for delivery may apply and will be subject to location of the venue. Easy access to the venue needs to be available eg close parking, lift access to higher levels. You are welcome to collect your cake, Monday to Saturday by arrangement. Orders must be picked up at the agreed upon time as we operate a strict schedule and often have other deliveries or pick-ups to fulfil. If you are late, you may have to come back to collect or you may have to pay for delivery of your cake. If you or your representative elects to pick up and set up the cake, you assume all responsibility and liability for the handling of the cake once it leaves our possession. Whilst all due care is taken when boxing your cake, cakes transported by you are done so at your own risk.

Shipping of Tasting Boxes
Please note that tasting boxes are sent via Australia Post Express where available. While every effort is made when packaging tasting boxes to ensure your order arrives in excellent condition, once your parcel has been lodged with Australia Post, delivery timeframes are outside of our control. Although most parcels arrive within the expected delivery window provided by Australia Post, delays can occasionally occur. We cannot guarantee delivery dates or accept responsibility for delays caused by Australia Post or other courier services. By selecting shipping, you acknowledge that transit times may vary and accept the associated transit risk, particularly for regional and interstate deliveries. Unfortunately, refunds or replacements cannot be offered for delays caused by Australia Post. We strongly recommend selecting a shipping address where someone is available to receive the parcel promptly. Once delivered, tasting boxes should be refrigerated as soon as possible.

Storage

Where cakes are covered in fondant (or have sugar paste flowers or figurines), these should not be refrigerated as this may cause the icing to sweat from condensation. Storage of these items should be in a cool dry place out of direct sunlight and away from any heat. Buttercream cakes may be refrigerated or kept in a cool, airconditioned, dry place away from direct sunlight and heat. Tiramisu, pavlova, millefoglie and similar cakes must stay refrigerated (see Non-Traditional Wedding Cakes above).

Quality & Allergies

At CBH we pride ourselves on the quality of our products and services. All our ingredients are of the highest quality. Our kitchen handles nuts, dairy, eggs, wheat, soy and other allergens, and whilst every effort is taken to keep ingredients separate, we cannot guarantee any product is free from allergens or traces. Please tell us about any allergies when booking, and we can provide ingredient information on request. It is your responsibility as the client to inform your guests of allergen risks. It is important to remember that cakes are a perishable and delicate product. Our aim is to provide only the freshest and highest quality cakes to our customers.

Photo Usage

CBH reserves the right to use any photos we take of your creation for media related activities such as publishing on our website, social media or advertising.

Deposit, cancellation and refund policy

Upon basic size and design constructs of your cake being finalised and proceeding with the order a non-refundable deposit of 50% for social bookings or $250 for wedding bookings will be required within 7 days unless otherwise stated in your quote. Your booking is not considered confirmed until the deposit has been received. No order will commence until a deposit has been paid & received. Quotes are valid for [30] days. Once your deposit has been paid, the quoted price is fixed for the details in your quote. Changes you request after that may result in a revised quote. The balance of the quote is due in full no later than 14 days prior to the date your cake is required. Payments can be made via cash or direct deposit. We have a minimum order value of $500 for all wedding bookings with delivery. CBH items and services may be subject to gst and will be charged on your final invoice accordingly.

In the event of cancellation by you (14+ days notice)

Any cancellations will result in your non-refundable deposit being forfeited. All cancellations or changes must be in writing. If for any reason you need to postpone your wedding/event, please contact us immediately. Your new date will be subject to availability, but we will try to accommodate you wherever possible. If the new date of your event is available, your deposit may be transferred to the new date. An admin fee may be charged at our discretion. Cash refunds are not given. A credit voucher will be issued for all monies paid over and above the non-refundable deposit. Credit vouchers are valid for 12 months from your original event date and can be used toward new or existing orders.

If for any reason we are unable to fulfil your order and need to cancel your booking, all monies paid, including your deposit, will be refunded in full, and we will assist you in finding an alternative cake maker where possible.

In the event of cancellation by you (under 14 days)

The full amount of your cake is payable. No refund or credit will be given.

Admin Fees

Admin fees are charged for shop refunds when availability has been disregarded, when bookings have been cancelled or changed multiple times. Changes after booking may incur an admin fee of from $25, or $50 per hour for changes requiring significant time. Any admin fees are charged at our discretion. This is to cover the fees we have paid for our website payment platform services in taking your payments and refunding them, as well as any time spent on your booking. Changes to orders incur admin fees as we have to pay our staff to make the changes to the run sheets, resend invoices and spend more time discussing these changes. We hate charging these fees, however, we need to cover costs to run our small business and appreciate your understanding.

Refunds

Refunds that are requested due to dissatisfaction of design, colour or decorations will not be honoured. All cakes are made to order and created by humans, not machines. There may be variances in colour and decoration. 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. Unfortunately, we are unable to issue a refund for a cake or dessert item that has been consumed.

Damage

CBH aims to provide as much detail and assistance in relation to best storage for your order in person and via our website. CBH takes no responsibility if a cake is damaged after it has been picked up by the client or a designated person, or, delivered to the client’s address or event space. CBH cannot be held responsible for any damage to the cake or products once they are delivered and in the care of a client or the venue. Where a client elects to self-transport, we are not responsible for any damage caused during transportation.

If your event is affected by circumstances outside your or our control (such as illness, severe weather, natural disaster, venue closure or government restrictions), please contact us as soon as possible. We will reschedule where we can, subject to availability.

AGREEMENT TO TERMS & CONDITIONS

By paying a deposit or proceeding with a purchase, you confirm you have read, understood and agree to these terms.