Refund policy
Fankery Refund and Cancellation Policy
Last Updated: August 4th, 2025
At Fankery, we take pride in delivering exceptional cakes and customer experiences. This Refund and Cancellation Policy outlines the conditions under which you may cancel an order or request a refund for purchases made through fankery.com, in-store, or via email. This policy complies with the New Zealand Consumer Guarantees Act (CGA) and applies to all orders, including pickup and delivery.
1. Cancellations
We understand that plans can change. Here's how cancellations work:
How to Cancel:
To cancel an order, please email hello@fankery.com as soon as possible. Be sure to include your order number and the reason for cancellation.
Cancellation Window:
Standard Orders: We require at least 3 days’ notice before the scheduled pickup or delivery date to issue a full refund.
Custom or Large Orders: Orders involving custom cakes or multiple items require 5 days’ notice due to additional preparation time.
Processing Cancellations:
Once we receive your cancellation request, we’ll confirm via email within 24 hours.
- If your order has not entered production, we will process a full refund.
- If preparation has started, a partial refund or store credit may be offered at our discretion.
- Cancellations made within 3 days of the order date are not eligible for refunds unless otherwise specified.
2. Refunds
Refunds are processed in line with the New Zealand Consumer Guarantees Act (CGA). You're entitled to a remedy if your order is faulty, not as described, or unfit for its intended purpose.
2.1 Eligible Refund Scenarios
- Faulty or Incorrect Orders: If your cake is damaged, incorrect (e.g. wrong flavour or design), or does not meet the quality described on fankery.com, you are entitled to a refund, replacement, or store credit. Please contact us within 12 hours of pickup or delivery with supporting details and photos.
- Non-Delivery: If your order is not delivered within the agreed window due to our error, you are eligible for a full refund or redelivery at no cost.
- Cancellations with Sufficient Notice: Orders cancelled within the eligible window (see Section 1) are entitled to a full refund.
- Consumer Guarantees: You are protected under New Zealand law and entitled to a refund if the product fails to meet consumer guarantees.
2.2 Non-Eligible Refund Scenarios
- Change of Mind: We do not offer refunds for change-of-mind after preparation has started. However, store credit may be offered at our discretion.
- Customer Errors: Refunds are not available if issues arise due to incorrect delivery addresses, order details, or if the recipient is unavailable at the time of delivery.
- Taste Preferences: As taste is subjective, refunds will not be offered for disliking a flavour unless there is a genuine fault.
- Fresh Fruit Cakes: Cakes containing fresh fruit (e.g. mango, strawberry, watermelon etc) must be consumed on the day of pickup/delivery. Refunds will not be issued for spoilage due to improper storage or delayed consumption.
2.3 Refund Process
How to Request a Refund: Email hello@fankery.com with your order number, reason for the refund, and any supporting photos.
- Processing Time: Approved refunds are processed within 5 business days and returned to your original payment method. Depending on your bank, it may take an additional 1–3 days for the funds to appear.
- Discretionary Cases: In situations not covered under the CGA (e.g. late cancellation), we may offer store credit or a partial refund at our discretion.
3. Delivery and Pickup Issues
Missed Deliveries:
If you're not available during your selected delivery window and haven’t provided alternate instructions, we may leave the order in a safe spot or attempt redelivery (a fee may apply). Refunds will not be issued unless the missed delivery is due to our error.
Pickup No-Shows:
Orders not collected by the end of the day are considered fulfilled and will not be refunded unless the product is faulty.
24-Hour Cake Guarantee:
Most cakes (excluding those with fresh fruit) remain fresh for 24–48 hours when stored properly in the fridge and in their original box. For any concerns about quality, please contact us within 24 hours of receiving your order.
4. Nationwide Courier Deliveries (Outside Auckland)
For deliveries outside of Auckland, we use an external courier service (NZ Post) to deliver your cheesecakes and cookies.
- All items are dispatched via overnight perishable chilled delivery, and a tracking number will be provided via email upon shipment.
- Once your order is in the hands of NZ Post, any delays, mishandling, or damages become the responsibility of the courier.
- Fankery is not liable for courier-related issues and will not issue refunds for problems caused by third-party shipping delays, misplacement, or transit damage.
- For updates on your parcel, please contact NZ Post directly using the tracking number provided.
We pack all courier orders with care and in accordance with recommended shipping practices for perishable items, but due to the nature of third-party delivery, we cannot guarantee conditions once in transit.
By placing an order for a nationwide delivery, you acknowledge and accept the above conditions.
5. Store Credit
Store credit may be issued for discretionary situations such as late cancellations or change-of-mind requests.
- Credit is valid for 12 months and can be used for future purchases via fankery.com or in-store.
- It will be issued as a voucher code sent via email.
5. Contact Us
For cancellations, refund requests, or order issues, please contact:
Fankery Limited
Email: hello@fankery.com
Address: 2B York Street, Newmarket, Auckland 1023
Website: fankery.com
We aim to respond to all inquiries within 24 hours.
6. Changes to This Policy
This policy may be updated from time to time to reflect changes in business operations or legal requirements. Updates will be posted on fankery.com with the new “Last Updated” date. Significant changes may be communicated via email or site notification.
7. Your Rights Under the Consumer Guarantees Act
This policy does not override or limit your rights under the New Zealand Consumer Guarantees Act 1993. You are entitled to remedies for products that do not meet acceptable quality or purpose standards.
To learn more, visit: https://www.consumer.org.nz/articles/consumer-guarantees-act
