TERMS & CONDITIONS

Cakes By Eela operates under ABN 93 862 993 839. By accessing or using this website, or by placing an order, you agree to the terms and conditions outlined below.

• Cakes By Eela reserves the right to amend or update these Terms and Conditions at its discretion. Any changes will become effective upon publication on this website.
• It is important that you read and understand these Terms and Conditions before placing an order with Cakes By Eela. By placing an order, you acknowledge that you have read, understood and agreed to these Terms and Conditions.

• Customers are responsible for carefully reviewing their custom order invoice, including all details, before making payment. Once payment has been received, the order is considered confirmed and final, and any changes requested thereafter may be subject to additional charges or may not be possible.

CHANGES TO ORDERS

Any requested changes to an order must be submitted by email to inquiries@cakesbyeela.com at least 5 business days prior to the original delivery/pickup date. If the delivery/pickup date selected at the time of placing the order is within 72 hours, any requested changes must be communicated within 1 hour of placing the order.

Requests for changes made within 72 hours of the delivery date cannot be guaranteed and will be subject to availability and our ability to accommodate the request. Additional charges may apply for approved changes. If 72 hours notice is not provided, Cakes By Eela reserves the right to refuse any change requests. 

CANCELLATIONS

•  For the purposes of calculating any cancellation, refund or credit entitlement under these Terms and Conditions, the delivery/pickup date will be deemed to commence at 9:00 AM on the scheduled delivery/pickup date, regardless of the customer’s allocated delivery/pickup time window or actual delivery/pickup time.
• Any order cancellations must be informed via email (inquiries@cakesbyeela.com) by providing the order number located on top of the order confirmation email.
• Online store cake & cupcake orders (excluding wedding/two-tier/three-tier cakes):
  1. Full refund if cancelled 72 hours prior to delivery/pickup date.
  2. Credit note (valid for 12 months) if cancelled within 72 hours but more than 24 hours prior to the delivery date.
  3. No refund if cancelled within 24 hours prior to delivery date.
  4. If the order has been placed within 72 hours of delivery date, any cancellations needs to be actioned within 1 hour from the time of placing the order.
  5. Once this 1-hour window has passed, the order is considered in production, and no cancellations, refunds, or credits will be provided.
  6. If production, baking, or decorating has commenced (including for last-minute or rushed orders), the order cannot be cancelled under any circumstances.
• Wedding/two-tier cakes:
  1. Full refund if cancelled 7 business days prior to delivery/pickup date.
  2. 50% refund if cancelled within 7 business days but more than 72 hours prior to the delivery/pickup date.
  3. Credit note (valid for 12 months) if cancelled within 72 hours but more than 48 hours prior to the delivery/pickup date.
  4. No refund if cancelled within 48 hours prior to delivery/pickup date.
• Custom cakes:
  1. Full refund if cancelled 7 business days prior to delivery/pickup date
  2. 50% refund if cancelled within 7 business days but more than 72 hours prior to the delivery/pickup date.
  3. No refund if cancelled within 72hrs prior to delivery/pickup date.
• Custom toppers:

• • Full refund if cancelled 72 hours prior to delivery/pickup date.
  • No refund if cancelled within 72 hours prior to the delivery/pickup date due to supplier production schedules.

Note: When a refund has been processed, it may take between 5-10 business days for the money to successfully return into your account.

DELIVERY

• Cakes By Eela delivers majority of Melbourne suburbs. Some suburbs are excluded from our deliveries based on radius from our studio. Please refer to Delivery Map.
• Deliveries regularly take place between Tuesday to Saturday at 10:00am to 9.00pm on the day selected. We are unable to specify an exact time for delivery as all delivery drivers must follow a specific route to deliver all cakes by the times listed above. We are unable to prioritise any delivery addresses under any circumstances. 
• Whilst every effort is made to adhere to the above delivery schedule,  occasionally situations arise which are out of our control resulting in delays to the time frames listed above. 
• We cannot accept responsibility for these unfortunate events, but assure you that every effort is made to ensure your order arrives on time and in perfect condition. 
• No refunds will be made if your order is delivered outside of these delivery times as they are simply a guide.
• If the recipient is unable to accept a delivery at the specified address, if it is safe to do so, the order may be left at the door at the discretion of the driver. Please note, we will not be responsible for any damage to products as it is the customers responsibility to attend to the cake within the time listed above. 
• If the delivery address supplied by the customer is incorrect or insufficient details are provided, Cakes By Eela does not accept any responsibility for any incorrect deliveries. It is the obligation of the customer to supply accurate information when processing the order.
• Cakes By Eela does not deliver to P.O. boxes or parcel lockers. Orders with a P.O. box or parcel locker address will not be processed for delivery and It is the customer’s responsibility to provide a valid residential or business address during the order process.
• Please note: By choosing to deliver to restaurants, you inherit the risk of it not being delivered after the opening times and before the closing times. It is the customers responsibility to communicate with the restaurant to make sure someone is available to receive the delivery. 
• We are unable to provide delivery services directly to apartments. The recipient must meet at the concierge/outside of the building complex to pick up the order.
• If there is nowhere safe to leave the cake or the driver can not access the delivery address, the recipient number included on the order will be contacted. If the customer does not answer after one attempt or the contact number provided is incorrect, the cake will be returned to Cakes By Eela production studio and a re-delivery fee of $10 will apply.
• Whilst on route to delivery, no changes can be made to any of the order information.
• If on the day of delivery, we are supplied with incorrect shipping information or the customer wishes to make any changes, the order will not be delivered on the same day the change is made and will be sent out on the following delivery date. If in any case, the customer does not want a redelivery, the customer will receive no refund to their order. 
• Ruwi’s Cakes does not offer the option for drivers to open doors or enter residential buildings; it is the customer’s responsibility to ensure someone is available to receive the order at the entrance. We do not accept liability for any issues arising from access restrictions.

DESIGN

1. We reserve the right to substitute decorations on our cakes & cupcakes, subject to stock availability. All products are handmade which means slight imperfections and variations can occur. Please note, the proportion of the decorations may change on larger sized cakes. 
2. Any changes to an existing design listed on the website needs to be confirmed with us via email before placing the order. We cannot guarantee any requests made via the order notes without our confirmation.
3. Any reference images needs to be sent to us via email on the time of placing an order. Requests made 72 hours within the delivery date will not be taken into account when designing and decorating the cake or cupcakes.
4. Any modifications or customisations to existing cake designs must be clearly specified in the notes  located on the checkout page at the time of placing the order. Failure to provide these details in writing may result in the requested changes not being implemented, as Cakes By Eela cannot guarantee that verbal or informal requests will be honoured. It is the customer’s responsibility to ensure all agreed alterations are included in the design changes notes, and Cakes By Eela will not be liable for any discrepancies if the changes are not properly communicated during the ordering process.
5. After placing an order, the customer must review the order confirmation email to ensure all details are correct. If any errors are found, the customer must notify Cakes By Eela immediately. Failure to do so may result in delays or incorrect order fulfilment.
6. Custom toppers are designed at our discretion to best suit the cake; only English letters (A–Z) are allowed, and we may adjust upper/lower case styling for design purposes.
7. As all cakes are handmade and decorated with buttercream, slight imperfections such as visible spatula marks, uneven textures, or minor variations in piping may occur. These are part of the artisanal process and do not affect the quality or taste of the product. Customers should note that reference images are indicative only, and while we aim to achieve the closest possible design, subtle differences will always be present.

STORAGE

1. If you refrigerate the cake/cupcakes, please make sure not to consume right away as it may harden and dry out. 
2. If you wish to consume your products the day following delivery, please refrigerate overnight in our packaging and let it sit in a cool, dry place away from direct sunlight 1-2 hours prior to consumption.
3. Cakes By Eela cannot take any responsibility for any damages of cakes or cupcakes that have been delivered successfully by our employees. Any damages that have been caused when handling or transporting the cake are at the fault of the customer and will not be refunded/credited.

ALLERGENS

• Allergen and Ingredient Information:
• All cakes produced by Cakes By Eela may contain traces of nuts, dairy, soy, gluten, and other animal products, or ingredients derived from these sources, due to the risk of cross-contamination during baking, preparation, and handling.
• Cakes By Eela offers selected Free From options. These cakes are prepared without the specified allergen and are made using processes designed to prevent cross-contamination with that allergen. However, customers with severe allergies should contact us before placing an order to discuss their requirements. Customer Responsibility:
• By placing an order with Cakes By Eela, customers acknowledge that cakes, except for designated Free From Cakes, may contain traces of nuts, dairy, soy, gluten, and other animal products or ingredients derived from these sources due to the risk of cross-contamination during preparation and handling. All ingredients used in our cakes are 100% Halal.
• Customers are responsible for informing Cakes By Eela of any allergies or dietary requirements before placing an order. Except for designated Free From Cakes, customers accept responsibility for any allergic reactions or adverse effects that may arise from the consumption of products containing or potentially exposed to allergens.

Allergy Information:

• 1. Customers with severe allergies to nuts, dairy, soy, gluten, or other animal products are strongly advised to consider this risk before ordering from the category other than “Free From Cakes”.
  2. It is the customer’s responsibility to inform any potential consumers of the cakes about the potential presence of these allergens.

Liability:

Cakes By Eela will not be held liable for any allergic reactions or health issues arising from the consumption of our cakes.

PROMOTIONS & COUPONS

1. Promotions and Coupons:
   
   • Promotions and coupon codes offered by Cakes By Eela are subject to the terms outlined for each specific offer.
   • Promotions and coupons cannot be combined with other discounts unless explicitly stated.
   • Expiry dates and usage limits apply as per the terms of the specific promotion or coupon.
   • Cakes By Eela reserves the right to modify, cancel, or refuse promotions and coupons at any time without prior notice.

PRODUCT COMPLAINTS & REFUNDS

1. Reporting an issue:
   
   • If you believe there is an issue with your order (e.g. incorrect design, flavour, or quality concerns), we kindly ask that you notify us within 48 hours of receiving the item.
   • Please include clear photos and a description of the issue so we can investigate promptly.
2. Consumption of the Product:
   
   • We understand that celebrations can be busy, but we ask that you retain the product (or a significant portion of it) if making a complaint. If the entire product has been consumed, we may be unable to verify the concern and therefore cannot guarantee a full refund.
   • Partial refunds or store credits may be considered on a case-by-case basis at our discretion.
3. Eligibility for Refunds or Replacements:
   
   • The product received is significantly different from what was ordered.
   • There is a confirmed issue with the quality or presentation.
   • We are notified within 48 hours of delivery/pickup with sufficient evidence (e.g. photos)

By placing an order, customers agree to these terms and conditions.