Last updated: 20 April 2026 Effective date: 20 April 2026
Sweet Prints Australia is committed to customer satisfaction. This Refund Policy explains when refunds, reprints, or replacements are available for our products.
Nothing in this policy excludes, restricts, or modifies any rights or remedies you have under the Australian Consumer Law, which always applies in addition to our own policy.
- ABN: 65 117 294 613
- Email: info@sweetprintsaustralia.com
1. Our Products Are Made to Order
All our products are handmade to order:
- Edible toppers are printed on food-safe icing sheets specifically for each order
- Cookie cutters are 3D-printed on demand
- Custom designs are created based on your uploaded images and instructions
Because every order is customised and produced individually, this policy reflects the nature of made-to-order products.
2. Change of Mind
We generally cannot accept cancellations or refunds for change of mind once production has started.
If you change your mind before production starts, please contact us immediately at info@sweetprintsaustralia.com. We will accommodate cancellation requests where production has not yet begun (typically within 1-2 hours for Priority Printing, longer for standard orders).
This policy applies to change-of-mind requests and does not affect your rights under the Australian Consumer Law.
3. Defective or Incorrect Products (Our Fault)
If your order arrives with defects or errors caused by us, we will reprint and reship at no charge, or offer a full refund, at your choice.
Situations that qualify as our fault include:
- Printing errors or smudges
- Incorrect text that differs from what you specified
- Wrong design delivered
- Damage during our production process (before shipping)
- Size significantly different from what you ordered
Requirements to raise a claim:
- Contact us within 7 days of delivery
- Provide clear photos showing the defect
- Keep the original product until the claim is resolved
Email: info@sweetprintsaustralia.com — include your order number, photos, and a description.
4. Customer Error
We generally cannot offer a refund for errors made by the customer, such as:
- Incorrect text, names, dates, or spelling entered at checkout
- Uploaded images of poor quality (low resolution, blurry, too small)
- Wrong size, diameter, shape, or style selected
- Design approved via email and then changed mind
- Incorrect delivery address provided
- Not being home for delivery
In these cases, if you want to reprint, you will need to place a new order. We may offer a discount at our discretion — please contact us to discuss.
This clause applies to customer error and does not affect your rights under the Australian Consumer Law where a product does not meet a consumer guarantee.
5. Damage in Transit
Standard Postage (no tracking)
For orders shipped with standard postage (no tracking number), Sweet Prints Australia is not responsible for items lost or damaged by the postal carrier during transit. In those cases, you may lodge a claim directly with Australia Post or the postal carrier. We can provide proof of postage on request.
This clause applies to transit loss or damage and does not affect your rights under the Australian Consumer Law if the product was defective or not as described at the time we shipped it.
Priority / Express Postage (with tracking)
When priority or express shipping with tracking is used, we will help you lodge a claim for lost or damaged items. Please contact us within 7 days of the expected delivery date.
6. Priority Printing Refund
If you purchased the Priority Printing service ($8 per block of 5 sheets) and we are unable to meet the 24-hour production timeframe, you can choose:
- A full refund of the order (including the Priority Printing fee), or
- A refund of the $8 Priority Printing fee only, with the order processed at standard timing
Please contact us as soon as possible if you believe the Priority deadline has not been met.
7. Returns
For food safety and hygiene reasons, we generally do not accept returns of:
- Edible toppers (food safety)
- Cookie cutters used in contact with food (hygiene)
Refunds or reprints are available in the situations described in sections 3 and 6. This does not affect your rights under the Australian Consumer Law where a product fails to meet a consumer guarantee.
8. How to Request a Refund
To request a refund:
- Email us within 7 days of delivery at info@sweetprintsaustralia.com
- Include:
- Your order number
- A short description of the issue
- Clear photos showing the problem (for defects)
- We aim to reply within 1-2 business days during business hours (Mon-Fri, 8am-6pm AWST)
- If the refund is approved, we will process it within 3-5 business days, back to your original payment method
9. Refund Processing Times
Once a refund is approved:
- Credit card refunds: 3-5 business days (your bank may take longer)
- PayPal refunds: 1-3 business days
- Direct bank transfer refunds: 1-3 business days
- Afterpay refunds: processed through Afterpay, timing may vary
- Cash payments (pickup): refunded by direct bank transfer
Refunds are issued to the original payment method used at checkout. We cannot refund to a different account or method.
10. Partial Refunds
In some situations we may offer a partial refund at our discretion, for example:
- Minor cosmetic issues that do not affect usability
- Delays caused by supplier issues that are outside our control
- Situations where a full refund is not warranted but goodwill is appropriate
Partial refunds are discretionary and are not an entitlement.
11. Cookie Cutter Multi-Design Photos
Some cookie cutter product photos show multiple cutters of different designs. The price displayed is for one cookie cutter only.
When ordering a cutter shown in a multi-cutter photo, please specify in the notes at checkout which specific cutter you want. If no note is provided, we will contact you to clarify before production begins.
If you receive a cutter that does not match what you specified in the notes, this qualifies for a replacement under section 3.
12. Your Rights Under Australian Consumer Law
You have rights under the Australian Consumer Law that cannot be excluded. Our products come with guarantees that cannot be excluded, including a guarantee of acceptable quality and that goods match their description. For a major failure, you are entitled to a refund or replacement, and compensation for any other reasonably foreseeable loss. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality, where the failure is not major.
For more information visit the Australian Competition and Consumer Commission: www.accc.gov.au.
13. Contact Us
For all refund enquiries:
- Email: info@sweetprintsaustralia.com
- Post: Sweet Prints Australia, Kardinya WA
We respond to refund requests within 1-2 business days during business hours (Mon-Fri, 8am-6pm AWST).
