Terms & Conditions

*By purchasing from Sweet Petals Ltd it is assumed that you have read and accept our terms and conditions in full.

All prices are non-negotiable and priced according to your exact specifications of design and size of cupcake box/bouquet. Full payment is required to place an order. 

Artistic Discretion

By placing an order with Sweet Petals, the customer acknowledges and agrees to trust the artistic judgment and expertise of the floral cupcake artist. Orders are non-refundable. Each order is uniquely designed and made custom by Sweet Petals Ltd. As each order is custom-made and tailored to each customer, we do not offer refunds for dissatisfaction with artistic choices such as color, design, or composition. 

Allergens

Sweet Petals Ltd does not cater to any dietary restrictions/sensitivities/allergies, and does not hold any responsibility for any food allergies or reactions to our product. All of our bakes contain Milk, Wheat, and Eggs.

Large Event Booking Policy

All wedding and corporate orders require a non-refundable booking fee of 50% of the total cost. Final payment for all wedding and corporate orders must be made by 30 days prior to collection. If payment is not received by the date specified this shall be constituted as breach of contract by the client. We reserve the right to hold the order until payment has been made in full.

Damage On Arrival Policy 

Sweet Petals Ltd is not responsible for any damage incurred on or after delivered due to transport/improper handling or storage by customer.

Modifications

Once an order is placed, adjustments and alterations may only be made at the discretion of Sweet Petals on an individual basis. We reserve the right to refuse any adjustments and alterations after an order is finalized. Sweet Petals reserves the right to increase an order fee in the event that the customer requests a variation to the original order specifications. No alterations to an order are accepted less than 7 calendar days prior to reserved order due date. A rush order charge of 25% the total cost of order will apply for short notice orders placed for pick up or delivery within 5 calendar days or less.

We reserve the right to modify the design or presentation materials (ie: tissue paper, bows, etc) based on product availability without consulting the customer. Should a major change be deemed necessary, we will consult with the customer prior to order completion.

Final designs and variants thereof are at the final discretion of Sweet Petals Ltd to ensure the best possible result for each individual customer.

Wherever possible, Sweet Petals Ltd will try to accommodate requests to transfer order due dates, however this may not be possible depending on our order bookings for that time period (particularly for dates around special celebrations and holidays). If we are unable to change your booking to your new date, then the cancellation policy will apply.

Sweet Petals Ltd reserves the right to refuse a refund of any order placed should we deem it unreasonable or unsuitable to do so.

• 14 or more calendar days from order due date – payment is refunded in full *MINUS the Stripe/PayPal processing fee of 2.9% + $0.30*
• 8-13 calendar days from order due date -- full credit will be offered to use for future purchases *valid for 6months from date of cancellation, and booking is dependent on the availability of Sweet Petals Ltd
• 0-7 calendar days from order due date – no refund or credit will be issued
• For wedding/corporate/event package order cancellations:
  • Over 30 days before order due date – all monies paid will be refunded (minus the Stripe/PayPal processing fee of 2.9% + $0.30)
  • 11-30 calendar days before order due date – 50% deposit fee will be retained by Sweet Petals Ltd, remaining monies paid will be refunded (minus Stripe/PayPal processing fee of 2.9% + $0.30)
  • 0-10 days before order due date – no refund will be issued

We do our best to ensure you will be satisfied with your order, if there are any issues, please contact us. Physical return of product may be required for a refund. Refunds will not be issued for disliking of color. Refunds will not be issued for missing your appointment time. 

In the unlikely event that Sweet Petals Ltd needs to cancel your order, we will contact you as soon as possible.  Your payment will be refunded in full by Sweet Petals Ltd.

Any non-collected orders due to sickness or extreme circumstances are refundable only at Sweet Petals Ltd discretion.

Due to the perishable nature of these products, we do not recommend keeping them at room temperature for longer than 3 days. Cupcakes should be stored in a cool, dry place, in an airtight container, away from direct sunlight and sources of heat.

Deliveries

Sweet Petals Ltd is a delivery based business and does not offer pick ups. The full delivery address, a contact name and phone number must be provided at the time of booking.  It is the customer’s responsibility to provide this information, and Sweet Petals Ltd is not responsible for obtaining any incorrect or missing information relating to either the delivery address or the recipient. It is the customer’s responsibility to ensure that someone is available to receive the order. If there is no answer at the delivery point at the agreed date/time, a fee will be charged for redelivery. Due to the delicate nature of the cakes, it is not possible to leave the order with a neighbor or in an outside location. Refunds will not be issued for redelivery costs.

Customer's that miss their delivery during the window selected require a new delivery date and time, orders are only scheduled to be redelivered once the fee for redelivery is settled. 

Customers must contact us within 24 hours to arrange a new delivery time. We do not offer refunds for missed deliveries when the recipient is unavailable or if incorrect delivery information is provided. Since our products are perishable, it is essential that someone is available to receive the order at the scheduled time. We offer up to two redelivery attempts for an additional fee. If the delivery is missed after the second attempt, the order will be canceled, and no refunds will be issued.

Non-Residential Delivery Policy

For deliveries to non-residential locations, such as businesses, hospitals, schools, or event venues, the following conditions apply to ensure a smooth and successful delivery:

1. Recipient Availability:
   It is the customer's responsibility to ensure that the recipient or an authorized individual is available to receive the delivery during the selected delivery window. Our drivers will deliver to the designated reception desk, main office, or receiving area of the location provided. We are unable to guarantee delivery directly to the recipient in large or restricted-access buildings.

2. Building Access & Instructions:
   To facilitate successful delivery, please provide detailed instructions at checkout, including building entry requirements (e.g., gate codes, security checkpoints), specific floor numbers, office locations, or any other information necessary to access the delivery location.

3. Time Restrictions:
   Some non-residential locations may have restricted delivery times (e.g., office hours, limited access areas). Please ensure that delivery is scheduled within those times. We are not responsible for missed deliveries if access is restricted at the delivery time.

4. Missed Deliveries:
   If delivery cannot be completed due to restricted access, the recipient’s unavailability, or incorrect delivery information, the customer will be responsible for any additional delivery fees for redelivery attempts. We will attempt redelivery up to two times, with an additional cost per attempt.

5. No Refunds for Non-Residential Deliveries:
   Delivery fees and orders are non-refundable if the delivery cannot be completed due to issues at the non-residential location, including restricted access, the recipient’s unavailability, or incorrect delivery details provided by the customer.

By placing an order for delivery to a non-residential location, you acknowledge and agree to the terms outlined in this policy.

Delays Beyond Our Control Policy

We strive to meet all delivery windows, but delays due to factors beyond our control (e.g., weather, traffic) may occur. In cases of severe inclement weather, deliveries may be postponed, and we will notify customers as soon as possible to reschedule. We are not liable for incomplete deliveries due to such conditions but will work with customers to find a reasonable solution.

No Refunds for Missed Deliveries Policy (With Limited Redelivery Attempts)

We do not offer refunds for missed deliveries when the recipient is unavailable or if incorrect delivery information is provided. Since our products are perishable, it is essential that someone is available to receive the order at the scheduled time. We offer up to **two redelivery attempts** for an additional fee. If the delivery is missed after the second attempt, the order will be canceled, and no refunds will be issued. Please contact us within 24 hours to reschedule a redelivery.

Subscriptions

Possible Rectification

If you are in any way unhappy with your order, please inform us promptly to discuss options for any possible rectification. Rectification can only be made on return of the order to Sweet Petals Ltd in their original packaging. Sweet Petals Ltd will then review the returned product and may make a discretionary gesture of goodwill based on the condition of the product. Refunds or replacements cannot be issued without return of product. Any issues must be brought to our attention within 12 hours of pickup/delivery to give us fair opportunity to assess the nature of your concern.

Copyright

The artwork/photos depicted in this website is the property of Sweet Petals Ltd and is protected by copyright laws. Any unauthorized use, reproduction, or distribution of this artwork without the artist's permission is strictly prohibited. All rights reserved. 

Prices are subject to change.