We deliver across Melbourne during XMAS&NEW YEAR. Free over $60. - learn more
Your cart

Return & Refund Policy

Return & Refund Policy

Thank you for choosing Sam Baking High. We are committed to providing you with the highest quality cakes and exceptional service.

Return Policy

Due to the perishable and customised nature of our freshly baked cakes, we generally do not accept returns. However, if you receive a product with any of the following issues, please contact us immediately:

  • Product damaged during delivery
  • Product does not match the order description
  • Product has quality issues
  • Incorrect product received

Refund Eligibility

You may be eligible for a refund under the following circumstances:

  • Damaged Product: If your cake arrives significantly damaged during transit, please contact us within 24 hours of delivery with photographic evidence.
  • Quality Issues: If the product has quality problems (such as spoilage, unusual odour, etc.), please contact us within 24 hours of receipt.
  • Order Error: If we have sent the wrong product, we will provide a full refund or free replacement.
  • Non-Delivery: If you have not received your order within 48 hours of the expected delivery date, please contact us.

Non-Refundable Situations

  • Refund requests based on personal taste preferences
  • Claims not submitted within the required timeframe (24 hours after delivery)
  • Unable to provide photographic evidence of product issues
  • Delays or non-delivery due to incorrect delivery address provided by customer
  • Partially consumed products

Refund Process

  1. Contact our customer service team via email within 24 hours of delivery
  2. Provide your order number and clear photographs of the product issue
  3. Our team will review your claim within 1-3 business days
  4. Once approved, refunds will be processed to your original payment method within 5-10 business days

Replacement Service

For orders that qualify for a refund, we can also offer a free replacement service (subject to availability). Replacement products will be arranged for delivery as soon as possible after confirmation.

Order Cancellation

  • Cancellation Before Production: If your order has not yet begun production, you may request a full refund.
  • Cancellation After Dispatch: Once an order has been dispatched, it cannot be cancelled.

Contact Us

For any questions or to request a refund, please contact us:

  • Email: HELLO@SAMBAKINGHIGH.COM.AU
  • Business Hours: Monday to Friday, 10:00 AM - 5:00 PM (AEDT)

This policy was last updated in January 2026