CANCELLATION AND REFUNDS POLICY
Last Updated: 03rd December 2025
Overview
At Pastels, we understand that plans can change. This policy outlines our cancellation and refund procedures to ensure fairness for both our customers and our business. Please read this policy carefully before placing your order.
Our Commitment
We are committed to creating beautiful, high-quality handmade desserts for every order. Once we begin production, we invest significant time, labor, and ingredients into your order. Our cancellation and refund policy reflects this investment while balancing customer flexibility.
Cancellation by Customer
When You Can Cancel
You may request to cancel your order at any time before pickup or delivery by contacting us in writing (email preferred) at info@pastels.nz. However, the refund amount depends on how much notice you provide and whether production has commenced.
Cancellation Timeframes and Refunds
More than 48 hours before the scheduled pickup/delivery time:
100% refund of the payment received
Payment processing fees are non-refundable (typically 2-3% for card payments)
Refund will be processed within 10 business days
Between 24 and 48 hours before the scheduled pickup/delivery time:
50% refund of the payment received
Payment processing fees are non-refundable
This reflects the time we have already allocated to your order and the opportunity cost of declining other orders
Less than 24 hours before the scheduled pickup/delivery time:
No refund
The order is considered final and non-refundable
At this stage, ingredients have typically been purchased and production has commenced or is imminent
Production has already commenced:
Refunds will be assessed on a case-by-case basis at our sole discretion
Partial refunds may be available reflecting the time, labor, and materials already invested
This applies regardless of the time remaining until pickup/delivery
How to Request Cancellation
To cancel your order, please email us at info@pastels.nz with "Cancellation Request" in the subject line, include your full name, order number, and scheduled pickup/delivery date and time, and provide a brief reason for cancellation (optional but helpful).
We will confirm receipt of your cancellation request and advise you of the refund amount within 24 hours.
Cancellation by Pastels
Force Majeure and Unforeseen Circumstances
We reserve the right to cancel any order due to unforeseen circumstances beyond our reasonable control, including but not limited to:
Illness or medical emergency
Equipment failure or breakdown
Power outages or utility failures
Natural disasters or severe weather
Ingredient unavailability or supply chain disruptions
Government restrictions or public health orders
Other events classified as Force Majeure
Full Refund Provided
In the event that we cancel your order due to Force Majeure or unforeseen circumstances, we will provide a 100% refund of all payments received, including payment processing fees where possible.
Our Liability is Limited
While we will do everything possible to avoid cancelling orders, if cancellation becomes necessary, our liability is strictly limited to the refund of your payment. We are not responsible for:
Costs of replacement cakes or desserts from other suppliers
Event cancellation or rescheduling costs
Travel or accommodation expenses
Disappointment, inconvenience, or emotional distress
Loss of opportunity or any other consequential damages
We Will Notify You Promptly
If we need to cancel your order, we will notify you as soon as possible by phone and email. We will work with you to explore alternative solutions, such as rescheduling your order to a different date if feasible.
Rescheduling Orders
Rescheduling Instead of Cancelling
If your plans change, you may request to reschedule your order to a different date instead of cancelling. Rescheduling is subject to our availability and must be requested as early as possible.
Rescheduling Timeframes
More than 48 hours before scheduled pickup/delivery:
Rescheduling is generally available at no additional charge
Subject to availability on the new requested date
Between 24 and 48 hours before scheduled pickup/delivery:
Rescheduling may be possible, subject to availability
An administration fee may apply
Less than 24 hours before scheduled pickup/delivery:
Rescheduling is generally not available as production has typically commenced
Assessed on a case-by-case basis at our discretion
How to Request Rescheduling
To reschedule your order, please get in touch with us as soon as possible at info@pastels.nz with your order details and preferred new date. We will confirm availability and any applicable fees.
Refund Processing
Refund Method
Approved refunds will be issued to the original payment method used for the order. Bank transfer payments will be refunded via bank transfer, card payments (Stripe, EFTPOS) will be refunded to the original card, and cash payments will be refunded via bank transfer (please provide account details).
Refund Timeframe
Once a refund is approved, we will process it within 10 business days. Please note that it may take an additional 3-7 business days for your bank or payment provider to process the refund and for the funds to appear in your account. We are not responsible for delays caused by banks or payment processors.
Payment Processing Fees
Payment processing fees charged by third-party providers (Stripe, PayPal, bank transfer fees) are non-refundable. These fees are deducted by the payment processor before funds reach us, and they are not returned to us when we issue a refund. Refunds will be calculated as: Total payment received minus payment processing fees equals refund amount (subject to cancellation timeframe).
Partial Refunds
In some circumstances, we may offer partial refunds where full refunds are not appropriate, such as: cancellations between 24-48 hours, orders where production has commenced, or orders where some items have been completed but others have not.
Non-Refundable Circumstances
No refunds will be provided in the following circumstances:
Customer Change of Mind
If you simply change your mind about wanting the product after the cancellation deadline has passed, no refund will be provided. Please be certain of your order before confirming and paying.
Customer Failure to Collect
If you fail to collect your order at the scheduled pickup time and do not notify us within 2 hours, the order is considered abandoned and no refund will be issued.
Subjective Dissatisfaction
No refunds will be given for subjective complaints such as: personal taste or flavor preferences, minor variations in design or color (as outlined in our Terms and Conditions), artistic interpretation differences, or general "not what I expected" complaints where the product meets reasonable quality standards.
Undisclosed Allergies or Dietary Requirements
If you fail to inform us of allergies or dietary requirements at the time of ordering and subsequently request a refund for this reason, no refund will be provided.
Damage After Handover
Once the product has been collected (pickup) or delivered to you, responsibility transfers entirely to you. No refunds will be provided for: damage during customer transportation, spoilage due to improper storage or handling, damage caused by dropping or mishandling, exposure to heat, sun, or inappropriate conditions, or late arrival at your event due to your transportation issues.
Events Beyond Customer Control
We understand that sometimes events are cancelled due to circumstances beyond your control (illness, venue closure, weather). However, if we have already prepared your order, we cannot offer refunds as our costs and labour have been incurred. You may arrange for someone else to collect the order, or we can discuss donation options to local community organisations.
Quality Issues and Complaints
Genuine Quality Concerns
If you receive your order and believe there is a genuine quality issue (e.g., significant structural damage, wrong items delivered, or failure to meet agreed specifications), you must notify us immediately.
Time Limit for Complaints
Quality complaints must be raised: at the time of handover (before leaving our premises for pickup, or before the delivery driver leaves for delivery), or within 1 hour of pickup/delivery, whichever is earlier.
Photographic Evidence Required
For quality complaints, we require photographic evidence showing: the overall product, close-up images of the specific issue, and the product in the box or packaging as received.
Please email photos to info@pastels.nz along with your order number and a description of the issue.
Our Response to Quality Issues
If we determine that there is a genuine quality issue that we are responsible for, we will offer one of the following resolutions at our discretion:
Full or partial refund
Replacement or remake of the product (if time permits)
Store credit for a future order
Complimentary item on your next order
Our decision will be based on the nature and severity of the issue, whether it was within our control, and what is reasonable in the circumstances.
What Does Not Qualify as a Quality Issue
The following are not considered quality issues and do not qualify for refunds:
Minor variations in color, decoration, or design (handmade products naturally vary)
Personal taste or flavor preferences
Size perception (if the ordered size was delivered correctly)
Minor imperfections in icing or fondant that do not affect overall appearance
Natural variations in fresh flowers, fruits, or other organic ingredients
Differences from reference images (which are inspirational only)
Special Circumstances
Emergency Situations
In genuine emergencies (serious illness, family bereavement, hospitalization), we may exercise discretion to offer more generous refund or rescheduling terms than outlined in this policy. Please contact us to discuss your circumstances.
Repeat Customers and Loyalty
We value our loyal customers. If you have ordered from us multiple times and have an excellent track record, we may be more flexible with cancellations and rescheduling on a case-by-case basis.
Large or Custom Orders
For large orders (e.g., wedding cakes, major events) or highly customized designs, we may require earlier cancellation notice or have different cancellation terms. These will be discussed and agreed upon at the time of ordering.
Alternative Solutions
Gift to Others
If you need to cancel but are past the refund deadline, consider gifting the product to friends, family, or colleagues as a surprise.
Donation
We may be able to arrange donation of your order to local community organizations, shelters, or charities (no refund provided, but your order goes to a good cause).
Change of Design
If you're unhappy with your original design choice, we may be able to modify the design before production begins (subject to timing and feasibility). Contact us as early as possible to discuss options.
Disputes and Complaints
If you are not satisfied with our response to a cancellation or refund request, please refer to the Complaints and Dispute Resolution process outlined in our Terms and Conditions.
We encourage you to contact us first to resolve any issues directly before escalating to formal dispute resolution.
Contact Information
For all cancellation and refund inquiries:
Pastels
Email: info@pastels.nz
Website: www.pastels.nz
Please include your order number, scheduled pickup/delivery date, and a brief explanation of your request.