Refund policy

Refunds & Returns Policy

We want you to be happy with your order. This Refunds & Returns Policy explains how cancellations and refunds work for our perishable products. It also forms part of our Terms of Service. By placing an order with EatWithSimer (“we,” “us,” “our”), you (“you,” “your”) acknowledge and agree to the terms below.

1. Change of Mind

As our products are fresh and perishable, we do not accept returns or provide refunds for change of mind, personal taste preferences, or event cancellations beyond our control.

2. Cancellations

  • Orders cancelled 3 days or more before the collection/delivery date are eligible for a full refund. Cancellations made within 3 days are not eligible for a refund, as ingredients and preparation are already underway.
  • Special-event or peak-season orders (e.g. Diwali, Rakhi, Christmas) are final once confirmed and cannot be cancelled or refunded. During these busy periods we operate at full capacity, and when you secure an order slot, it blocks the opportunity for us to take bookings from other customers. For this reason, cancellations are not possible once confirmed.
  • If a custom or special order has been placed with unique requirements (e.g. special packaging, custom designs), and we have already sourced, prepared, or allocated materials, both the material costs and the time spent sourcing or preparing them are non-refundable. In such cases, we will refund the balance of your order value, excluding the costs and charges already incurred.

3. Quality Concerns

We take care to prepare and pack every order to the highest standard. In the rare event that you receive a wrong item, a missing item, or an order affected due to our error, we will make it right.

  • Contact us within 24 hours of delivery or collection with photos of the issue.
  • If the issue is confirmed to be our mistake, we will arrange a full refund or replacement.
  • In such cases, we will cover any return costs, and refunds will be issued to the original payment method.

4. Decorations, Presentation & Variations

Packaging, ribbons, and decorative charms (such as toppers or seasonal embellishments) may vary based on availability. Any substitutions will be made with items of equal or greater quality. As our products are handmade, there may also be slight variations in colour, decoration, or presentation compared to images shown. These variations do not affect product quality or taste and are not considered faults or grounds for a refund.

5. Incorrect Information & Missed Deliveries

No refunds will be issued if an order cannot be delivered or collected due to:

  • Incorrect or incomplete delivery details supplied by you.
  • Failure to collect or accept delivery at the agreed time.
  • Authority to Leave (ATL) deliveries where the parcel was marked delivered by the courier.

6. Allergens & Dietary Notes

We’re happy to provide allergen information on request, and key details are also listed on our product pages. While we take great care, please note that our kitchen does handle common allergens (such as nuts, dairy, and gluten). Because of this, we’re unable to accept liability or offer refunds for allergic reactions where full allergen information was available at the time of ordering. If you have any concerns, we encourage you to contact us before placing your order so we can guide you.

7. Consumer Guarantees

This Policy does not limit your rights under the Australian Consumer Law. You are entitled to a replacement, credit, or refund if your order fails to meet consumer guarantees (for example, if it is faulty or not as described).

*Last updated: 5 May 2025