Terms and Conditions
Payment and Refunds Invoiced Orders:
- A minimum deposit of 50 per cent is required to confirm a booking and reserve the order date. Once the deposit has been paid, the quoted price remains fixed to the details in the quote. Prices may be subject to change if invoice deposit is not paid within two weeks of the sent date.
- If the deposit is not paid within the agreed time, the order will be cancelled.
- The remaining balance of payment is due two weeks prior to pick up or delivery date.
- All cancellations must be submitted formally in writing.
- Cancellation of orders after payment of the 50 per cent deposit may result in loss of the full deposit.
- Cancellations of orders made less than two weeks’ notice may result in the forfeit of the total order cost.
Payment and Refunds Online Orders:
- No refunds are offered on online orders due to change of mind.
- No refunds are offered if delivery option is selected but is outside our delivery zone or placed for delivery on a non-delivery day.
- No refunds are offered for the reduction of quantity of items once full payment is made. A credit may be provided or partial refund at Sukar’s discretion.
- No delivery fee refunds are offered if the address is outside the selected delivery fee zone.
- Only a credit is provided if an order is made for a date after we have closed off orders for the week containing that date or is listed as an unavailable days on our website. Please read our notices or email us to confirm if we are available for your order date prior to making your order.
- If the online order of a cake over $300 is cancelled, a portion of the cake may be refunded at Sukar’s discretion.
- If you purchase a product and request a design that requires variations (extra gold leaf, multiple shades of flowers, etc) there will be an additional fee that can be purchased from the website as an add-on.
- Add-ons will not be refunded if they are purchased with the wrong item, such as desserts or Say it with a Cake. Please read the descriptions under each add-on to ensure that you are purchasing them with the correct item.
- Some designs require additional fees (eg. flowers), as stated under the product description of each item. All of our add-ons are available to purchase with your product. We cannot honour the cake design until these add-ons have been purchased. We do not provide refunds for change of mind in this instance.
Refunds or Exchanges:
- Sukar does not provide refunds or exchanges for products that meet our quality standards. Please note, we regularly preform quality control on all products to ensure that we meet the highest quality for our customers. Please inform us straight away if you have any issues with your order. In order to be considered for a credit, discount code or partial refund due to flavour or texture, we request you provide images, in order to discuss options. It is at Sukar’s discretion to potentially provide a partial refund, credit or discount code.
- Cake flavours and textures are subjective, but Sukar provides monthly cake tastings, which we recommend you purchase before your event.
- If variations in agreed-upon design occur, please notify Sukar when order is collected or delivered so that these issues can be rectified immediately. Sukar is not obligated to change the design or offer a full or partial refund, after the cake has been checked by the person receiving the delivery or picking up the cake. We advise customers to collect their own orders in case alternations need to be made.
- Sukar does not provide refunds or replacements for orders if they are not collected on the agreed upon time and day.
Online Orders:
- Please allow for a 48-hour turnaround for online orders Sukar. May not be able to fulfil last minute orders. If you would like to order with less than a 48-hour turnaround, please contact us.
Customer Service Team Hours:
- Please be advised that our customer service team only works Monday, Tuesday and Thursday weekly, between the hours of 9am and 2pm. There may be delays in email response times due to limited working hours and high order volumes.
Delivery and Delivery Fees:
- For purchases over $400, delivery is included within a 15km radius from the bakery location on our delivery days (Friday and Saturday.) An additional fee occurs for orders outside the 15km zone; please enquire about this fee prior to ordering.
-Sukar only deliver on Fridays and Saturdays after the bakery is close.
- We deliver after 12pm on Saturdays. Please discuss with our staff if you need your order delivered earlier.
- We have limited availability for deliveries on Friday’s and Saturday’s, therefore, Sukar may be unable to deliver if our delivery list is full for the week. For last minute orders, please confirm with our staff if delivery is still an option.
Long Weekend and Public Holiday Opening Times:
- Sukar will advise if we alter our opening hours for long weekends, please confirm prior to booking in orders.
- Sukar will be closed on Good Friday and Christmas Day, unless stated otherwise.
- A 10% surcharge is applied for orders on Sundays
- A 15% surcharge applies for all Public Holidays
Changes to Orders:
- We ask that all changes to your order are made at least two weeks before the due date. An administration fee may occur if changes are made within two weeks of the order due date.
- Changes to design may incur an additional fee if those changes increase the cost price of the order (floral changes, increase size etc).
- Sukar is happy to accommodate for events being postponed. Please inform us of the new date as soon as possible and we will attempt to ensure the reservation of the new date of your event. Please be advised, however, that our services may change during this time and we may not be able to offer the exact same order for the later date. If we are unable to fully fulfil the order for the new date we can discuss a partial refund or other products to replace products we no longer offer.
Liability and Cake Damage:
- If the cake has been damaged after leaving our premises once picked up or after delivery to the venue, Sukar is not liable for any damages or changes to the design. An additional agreed-upon fee may occur to fix damages.
- Stacked cakes contain dowels in each tier to provide support and these should be removed before consumption.
- If delivery has been requested, we will deliver the order on the day set out in the order confirmation to the address provided. We do not offer specific delivery times, but if you have a specific event start time, we will attempt to deliver your order prior to the event time or, alternatively, you can pick up the order.
- All of Sukar’s products are made with the highest quality ingredients and we take the greatest care in providing allergy-friendly products, but all products are made in an environment where nuts and wheat-based flour is used. All of our products may, therefore, contain traces of nuts or wheat.
Variations:
- All designs created by Sukar are unique but we are happy to receive inspiration pictures of other cakes and designs. We will, however, create a signature Sukar cake lightly based around these pictures. Please confirm which details of your inspirational images you love, so we can create a design to match.
- Our cake sizes and quotes are based around the number of serves required, using four layers of cake in each tier (or two for our smaller cake range). If you are after different dimensions, please let us know when booking your cake as there may be an increase or decrease in portions required to achieve this design.
- All of Sukar’s products are custom made-to-order. There may be slight variations between products and pictures of products.
- Our gluten-free recipe is customised to provide an allergy-friendly cake for customers. Our gluten-free cake, however, will vary in taste in comparison to our gluten-based cakes.
- Kitchen Cake is used to supply additional servings on top of your customised and designed cake. Kitchen cake is cheaper per serve than our customised cakes and therefore is roughly final coated in un-dyed buttercream and will not have sharp edges or a perfect final coat as a customised cake does.
- Floral variations (type, colour etc.) may occur if flowers are out of season or unavailable, but they will be replaced with a similar floral design.
- If you have a specific colour for your order design, please send us a picture of the colour and we will attempt to match it. There may, however, be slight variations. Please note, the colour may alter slightly due to temperature or environmental changes.
- Our serving suggestion sizes are based on the universal cake portion guide. Sukar is not held responsible if slices are cut larger than the recommended serve therefore resulting in fewer serves.
Smaller Cake Range Customisation
-Our Smaller Cake Range, has limited customisation options due to the price per serve being cheaper than our Fully Customisable Cake Range. Our Smaller Cake Range cannot be customised outside of the set flavours, design and colours. If you wish to customise these set elements please email us prior to purchase as there might be additional fees.
-Our Smaller Cake Range includes but is not exclusive too; Say it With a Cake, Cake for Every Occasion, Mini Heart Cake, Lover’s Cake, Daisy Cake and Gender Reveal Cake.
Pickup Times:
- Sukar is a custom made-to-order bakery, therefore, pickups will be confirmed through an appointment-based schedule.
- Please include a preferred pickup time at checkout for online orders that will be confirmed closer to the order due date. For invoice orders, Sukar will contact you closer to the date asking for a pickup time, if applicable. There will be a 15 minute leeway for the confirmed pickup time. Please contact the bakery as soon as possible if you cannot make the agreed pick up time.
- Sukar is not liable for the cost of your order if you do not collect you order on the agreed-upon date before the shop is closed. Cakes and desserts are perishable items, therefore, Sukar will neither replace nor refund orders if they are not collected on the agreed-upon day and time. Please note our business has set hours and Sukar has zero obligation to remain open until the order is collected. Please contact our staff for more information on pick up times.
- Sukar’s opening hours to the public are appointment-based, therefore, it is at Sukar’s discretion to alter these days or hours based on these agreed-upon appointments.
Agreement to Terms and Conditions:
By proceeding with a purchase you are agreeing with our terms and conditions as stated above.