Refund Policy
Last Updated: 1 September 2025
At Frieren’s Handpainted Cake, we pour our hearts into every creation, and your satisfaction is our top priority. We understand that sometimes things don’t go as planned, and this policy outlines our approach to cancellations and refunds for our custom, handcrafted cakes.
1. Order Cancellations & The Non-Refundable Deposit
When you book with us, we schedule time and resources specifically for you. To confirm your order and secure your date, a 50% non-refundable deposit is required. This deposit covers the initial consultation, design work, and administrative costs.
- Cancellation more than 14 days before pickup: If you need to cancel your order more than fourteen (14) days before your scheduled pickup date, we can refund any amount paid above the 50% non-refundable deposit. Alternatively, this amount can be held as a credit for a future order.
- Cancellation within 14 days of pickup: For cancellations made within fourteen (14) days of the pickup date, we are unable to offer a refund or credit. At this point, we have likely purchased ingredients and started preparations for your unique cake.
All cancellation requests must be made in writing via email to hello@frierens.co.nz.
2. Satisfaction & Quality Concerns
We are proud of our edible art and want you to love your cake.
- Upon Pickup: Please inspect your cake upon pickup. Once it leaves our studio, we are no longer responsible for any damage that may occur during transport or at your event.
- Quality Issues: If you are not satisfied with the quality of your cake, please contact us within 24 hours of pickup. To be considered for a credit or refund, the uneaten portion of the cake must be returned to our studio for assessment.
- Design Disputes: If you are unhappy with the design, please let us know immediately at pickup. We work from an approved sketch, but please remember that each cake is a unique piece of art. Minor artistic variations are part of the handcrafted process. We will not provide refunds for creative interpretation.
All refunds or credits will be handled on a case-by-case basis. We do not offer full refunds for any cake that has been consumed.
3. Event Postponement
If you need to postpone your event, please let us know as soon as possible. We will happily transfer your deposit and booking to a new date, subject to our availability.
4. Failure to Pick Up
If an order is not picked up on the scheduled day, we will make a reasonable attempt to contact you. If we do not hear from you, the order will be considered forfeited, and no refund or credit will be issued.
Thank you for your understanding. We look forward to creating a beautiful and delicious centerpiece for your celebration.