Refund policy

Returns & Refunds

At The C Galleries, every cake, artwork and custom creation is carefully prepared to order. Because of the personalised and/or perishable nature of our products, our returns and refund policy is as follows.

Cakes & Edible Products

Due to food safety and hygiene requirements, we cannot accept returns of cakes or other edible products once they have been collected or delivered.

If your cake arrives damaged, incorrect, or does not reasonably match the agreed design, please contact us as soon as possible on the day of delivery or collection, with clear photographs of the cake and packaging.

Where a genuine issue has occurred, we may offer a replacement, partial refund or full refund depending on the circumstances.

We cannot provide refunds for changes of mind, incorrect flavour or size selections, late collection, or dissatisfaction with a design that has been approved by the customer before production.

Once a cake has been collected or delivered in good condition, responsibility for its care, storage and transportation transfers to the customer.

Custom Cakes & Personalised Orders

Custom cakes are made specifically for each order and cannot generally be cancelled or refunded once preparation or production has commenced.

Changes to an order may be possible if requested sufficiently in advance and may incur additional costs.

Artwork

Original artworks, commissioned paintings and personalised artwork are made specifically for the customer and are therefore non-refundable for change of mind.

If an artwork arrives damaged, please contact us within 48 hours of delivery with photographs of the artwork and packaging. We will assess the issue and, where appropriate, arrange a repair, replacement or refund.

Ready-to-Ship Products

Eligible non-personalised products may be returned within 7 days of delivery, provided they are unused, undamaged and returned in their original condition and packaging.

Return postage is the responsibility of the customer unless the item was faulty, damaged or incorrectly supplied.

Faulty or Incorrect Orders

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993. If a product is faulty, damaged, or does not meet the guarantees required under New Zealand law, we will work with you to provide an appropriate remedy.

How to Contact Us

For any return, refund or order issue, please contact us through our website with your order number, a description of the issue and photographs where applicable.

We genuinely want every order to arrive safely and beautifully, and we will always do our best to resolve genuine issues fairly.