At Cass Creates, we strive to deliver high-quality, made to order cakes, desserts, and catering that meet our customer's expectations. Due to the perishable nature of our products, all sales are final and we do not offer refunds or exchanges unless the following circumstances apply:

1. Product Did Not Meet Agreed Requirements

If your order does not match the specifications you provided (e.g. incorrect flavour, design, size, or message), please contact us as soon as possible, within 72 hours of receiving your order. We will investigate the issue and, if confirmed, offer an appropriate resolution which may include a partial or full refund.

2. Quality Concerns 

If you believe there is a quality issue with your product, please contact us immediately. We may request evidence (such as photos or returned product) to investigate further. If we determine that the problem originated from our kitchen, we will issue a full refund.

Please note that all of our food products, unless otherwise specified, should be kept refrigerated at a temperature between 0 - 5 degrees celsius up until ready for consumption. Once our products have been delivered or collected, it is the customer's responsibility to ensure that they do not keep the food product at room temperature for longer than 2 hours, as this may affect the quality. Any food product that has been sitting out at room temperature for more than 4 hours should be discarded to avoid any health risks. This is in keeping with Australian Food Safety Standards. Cass Creates is not responsible for any quality issues that could arise from failing to follow these directions.

3. Order Cancellations

Orders cancelled at least 72 hours before the scheduled pickup or delivery time may be eligible for a partial refund. Cancellations made less than 72 hours in advance are not refundable, as preparations may have already begun.

---

To Report an Issue:
Please email us at cassie@casscreates.com.au and include:

• Your full name
• Order number
• Description of the issue
• Photos (if applicable)

We reserve the right to make the final determination on all refund requests.

Thank you for your understanding and support!

Refunds
If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at cassie@casscreates.com.au.