Refund policy

Return & Refund Policy

Last updated: 27/04/2026

Thank you for shopping with Y2CRAVE. As we sell freshly baked cookies (perishable food products), our return and refund policy is outlined below.

1. Change of Mind

Due to the perishable nature of our products:

  • We do not accept returns
  • We do not offer refunds for change of mind

This includes (but is not limited to):

  • Incorrect product selection
  • Change of preference
  • Ordering the wrong item or quantity

Please ensure all order details are correct before completing your purchase.

2. Damaged, Faulty or Incorrect Orders

We take care in packaging all orders. However, if something isn’t right, we will work with you to resolve it.

To be eligible for a replacement or refund, you must:

  • Contact us within 24 hours of delivery or pickup
  • Provide clear photos of:
    • The product
    • The packaging
    • The shipping label (if applicable)

Once assessed, we may offer (at our discretion):

  • A replacement
  • Store credit
  • A refund to your original payment method

We may request additional information before processing your claim.

3. Shipping & Heat Disclaimer

Our cookies are baked fresh and shipped Australia-wide.

By placing an order, you acknowledge that:

  • Products may be exposed to heat during transit
  • Melted chocolate, softened fillings, or minor cosmetic damage do not qualify as faults
  • Courier handling is outside of our control

We are not responsible for:

  • Delays caused by shipping carriers
  • Damage resulting from extended transit times
  • Incorrect or incomplete shipping details provided by the customer

If your order arrives significantly damaged or inedible, please contact us within 24 hours so we can assess.

4. Australian Consumer Law

Nothing in this policy excludes or overrides your rights under the Australian Consumer Law (ACL).

You may be entitled to a refund or replacement if your product:

  • Is faulty or unsafe
  • Is not as described
  • Arrives significantly damaged
  • Does not meet acceptable quality standards

Where a major failure occurs, you are entitled to choose a refund or replacement.

5. Custom & Personalised Orders

Custom or personalised orders are:

  • Non-refundable
  • Non-returnable

This includes errors approved by the customer such as:

  • Spelling mistakes
  • Design choices
  • Colour selections

Refunds or replacements will only be provided if the product is:

  • Faulty
  • Incorrect (not as ordered)
  • Damaged upon arrival

6. Order Cancellations

  • Orders may be cancelled within 12 hours of purchase
  • After this time, orders may have entered production and cannot be cancelled

To request a cancellation, contact us immediately at:
y2crave@outlook.com

If approved, refunds will be issued to your original payment method.

7. Refund Processing

  • Approved refunds are processed within 5–10 business days
  • Processing times may vary depending on your bank or payment provider

8. Contact Us

For any refund or order concerns, please contact:

Email: y2crave@outlook.com
Business Name: Y2CRAVE
Location: Australia