Refund & Return Policies 

Returns

 

For all order returns and refunds please contact us at hello@willowspantry.com.au.

 

It is within your right to ask for a replacement or refund under the Australian Consumer Law consumer guarantees.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We cannot accept opened items. 

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notification. If your refund gets approved, it will be processed and a credit will automatically issued to your original method of payment. 

You will be responsible for paying for your own shipping costs for returning your item, if its change of mind. Shipping costs are non-refundable. 

You are responsible for providing the correct shipping details. If you see an error, please let us know at hello@willowspantry.com.au. If your order hasn't been shipped yet, we will change the address on it, however if it has been shipped it is your responsibility to have it redirected through the shipping agent at your own cost.

Please note we take no responsibility for damage occurred whilst in transit. If damage occurs, please make a claim with the shipping company.

Product Faults

Whoops, shit happens. Please let us know, if something doesn't seem right and we're happy to have a sniff and find a solution. Please note, that the nature of product (too soft/too hard) or fussiness is not a product fault.  

Carob & Yoghurt 

Please have in mind, that carob & yoghurt buds and iced cookies can melt in humid or hot weather. This is normal and and not eligible for a refund or return.

 

Doggy Cakes 

Fresh baked items / made to order / custom cakes are excluded from any returns, refunds or change of mind. A store credit can be given in case of a timely notice (72h).

 

As per product description, doggy icings can crack and colours blur, if cakes are stored longer than one day. This is normal and doesn't impact the shelf life of the cake. It's simply no preservatives. 

 

We don't take any liability for transport damages or damages occurring due to wrong handling. Please ask, if unsure how to transport your doggy cake. We're happy to help!

A 48h notice is required for any changes, after this no alterations can be made.

Not picked up cakes will be destroyed after 3 days, no refunds are given. 

Dog cakes being booked on days with no availability will be cancelled and a refund issued. Paypal fees are non-refundable.

Frequently Barked Questions

Seriously, can I eat a slice too? I looks so good!

Even if we use only human grade ingredients, all our cakes are PET FOOD ONLY. But don't be sad - as all cakes are made for a dog's palate - they won't be very appealing to you anyway :)

Do you ship cakes? Or deliver?

Unfortunately all pupcakes and doggy cakes are for pick up in our store only, as they are made out of perishable ingredients and are delicate. In terms of food safety not recommended to post perishable items without refrigeration.

We are not delivering.

I know, I left it too late... but means booked REALLY booked out?

Yes. Handmade takes time and to fulfill every order to perfection and satisfactional, we can only accommodate a certain amount of orders every day. Please note, that orders still being placed will be cancelled and refunded. You can find our booking calendar HERE.

How long does it take until I get my treatos? 

Our processing times are in general 5-7 working days plus shipping. Once your order is sent/ready for pick up, you'll receive a tracking email (please check your spam folder, this sneaky mails love to hide there!). We unfortunately have no influence on shipping times.

What about organic?

All ingredients are a mixture out of natural, free range and organic ingredients. We know, everything is organic, superfood and paleo these days, but you can be sure that organic means ACO Certified Organic for us.

That's why we don't use artificial colours or other nasties in any of our products. 

I LOVE your brand! Can I have a free cake for an Insta story? Or free stuff just because? What about a discount?

As long as followers are not an official currency for our landlord, suppliers and the council - unfortunately not. It may be a revolting idea - but small businesses are supported best with a purchase. Or simply with a like, share or showing our lovely brand to your friends. 

Why is Willow so cute?

This is a tricky one, because she refuses an answer since we adopted her. Some say, it's her sad face and puppy eyes - I believe it's the combination of being a Bullterrier X Sweet Potato.