Cookies Palace is driven by an exceptional customer service experience. Our Refund Policy is in addition to your rights under the Australian Consumer Law. Please be aware that by law we are not required to offer you a refund if you change your mind on a purchase or incorrectly make a purchase, but we will do our best to keep you satisfied.
Cookies Palace attempts to be as accurate as possible. However, Cookies Palace does not warrant that the Goods and Services supplied by Cookies Palace are accurate, complete, reliable, current or error-free. If a Good or Service offered by Cookies Palace is not as described, our liability to you shall be limited to a refund for that Good or Service or provision of the Service again, alone.
If your product is damaged or short stocked, we will issue a refund. Otherwise, our products and services are non-refundable due to the perishable nature of the goods.
All Goods and Services are non-refundable unless in accordance with these terms or where required by law or otherwise identified in any refund policy published by Cookies Palace in existence from time to time.
To the extent permitted by law, in the event that Cookies Palace is found to be liable to you, our liability shall be limited to a refund of amounts paid by you to Cookies Palace, a replacement of the goods or services supplied, or re-performance of the services supplied.
Colour Disclaimer: Please note that the actual product colours may vary from what appears on your computer monitor, tablet screen, or mobile phone screen. The colours may also vary from device to device.
Orders are delivered using one of our cold-transport providers, whose services are non-refundable unless goods would be damaged as a result of their handling.
Damaged goods: All our products go through a detailed quality check before we send them out to our customers, but in the event you receive a damaged product, please follow these next steps
Processing of refunds: All refunds are credited back to the original payment method using the original card or payment service used. Refunds are for the cost of the merchandise only and do not include postage and handling charges – unless we have confirmed in certain circumstances. Refunds will be processed within 15 business days after a refund is confirmed. Please note that we don't accept returns due to the perishable nature of our products.
Satisfaction guarantee: our satisfaction guarantee applies to all products purchased from Cookies Palace, and accommodates both defective products and customer remorse. To request a refund, please contact us on +61485857120, at care@cookiespalace.com.au or using our website contact form. You must provide us with all of the following listed feedback items within 24 hours of your delivery; otherwise, we reserve the right to withhold the refund. We may further request additional information to improve our products and services in future; these questions must be answered. Your feedback must not conflict with any information and terms communicated through our website and policies that were agreed to at the time of purchase, including, but not limited to our Terms Of Service, Refund Policy, and Shipping Policy and product description. The processing of refunds are as defined above, and do not include postage and handling charges – unless we have otherwise confirmed in certain circumstances. This guarantee is subject to fair use and we reserve the right to withhold refunds. We may amend the terms of this guarantee from time to time without prior notice. The required feedback items are:
photos of the product describing your issue, taken as soon as you notice the issue; and
detailed feedback on the products being refunded; and
the nature of your dissatisfaction.
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