Refund policy

1) Fresh & perishable products (friands)

Our friands are baked fresh to order and are perishable. This means we can't accept change-of-mind returns or exchanges once your order has been baked, dispatched, collected or delivered.

This does not limit your rights under the Australian Consumer Law (ACL). If there's a problem with quality, damage in transit, or if you received the wrong items, we'll fix it.

2) If there's an issue (damaged, wrong, or quality concern)

Please inspect your order upon delivery and email orders@bloomspoon.com.au
 within 24 hours with:

  • your order number
  • a short description of the issue
  • clear photos of the product and packaging

Once verified, we'll replace, re-deliver, credit, or refund (at our reasonable discretion, consistent with the ACL). For courier deliveries, we may liaise with the third-party carrier to resolve the issue.

3) Non-returnable items

  • Perishable food (all friands and gift boxes)
  • Custom/personalised items
  • Gift cards (not refundable or redeemable for cash unless required by law)

4) Non-perishable merchandise (if offered)

If we ever offer non-perishable items (e.g., packaging or accessories):

  • You may request a return within 30 days of delivery.
  • Item must be unused, in original packaging, and include proof of purchase.
  • Start a return: email orders@bloomspoon.com.au 
     for approval and instructions. Items sent back without approval won't be accepted.
  • For change-of-mind returns, shipping costs are non-refundable and return shipping may be deducted from your refund.

5) Exchanges

As our products are perishable, we don't offer exchanges. Verified issues are resolved by replacement, re-delivery, credit, or refund.

6) Cancellations & delivery conditions

  • You can cancel or change your order before we pack goods (cut-off typically [e.g. 6am on the day of delivery]).
  • After goods packed, cancellations aren't possible.
  • Authority to Leave (ATL): where permitted and safe, couriers may leave goods unattended. Risk passes on delivery/ATL.
  • Incorrect address or no access: if delivery fails due to incorrect details or no safe access, re-delivery fees may apply.
  • Heat & handling: please bring items indoors promptly and store as directed. We can't refund for issues caused by delayed collection or heat exposure.

7) Third-party delivery partners

Orders may be delivered by Bloomspoon drivers or third-party couriers. Once handed to a courier, that carrier is responsible for the physical delivery.
If there's a delivery or condition issue, contact orders@bloomspoon.com.au
 and we'll coordinate a resolution.

8) Refund timing

If approved, refunds are processed to your original payment method within 5–10 business days. Your bank or card provider may take additional time to post funds.
If 15 business days pass after approval and you haven't seen your refund, contact orders@bloomspoon.com.au
.

9) Your rights (ACL)

Nothing in this policy limits your rights under the Australian Consumer Law. Where goods fail to meet a consumer guarantee, you're entitled to a remedy.