Refund & Cancellation Policy

This Refund & Cancellation Policy explains how cancellations and refunds work for orders and reservations made through The Estate Deli website. Because many of our products are handmade and perishable, eligibility often depends on timing and whether preparation has already begun.

Cakes are often prepared specifically for an individual order. Cancellation or refund eligibility may depend on how far in advance the cancellation is requested and whether preparation has already begun.

How to request cancellation

Contact The Estate Deli as soon as possible using the email address shown on our Contact page, or through any order confirmation channel provided to you. Please include your order number, name, and the pickup date.

When to submit a request

Cancellation requests should be submitted as early as possible before the scheduled pickup. Cake orders may have minimum notice requirements; once preparation has started, cancellation options may be limited.

When a refund may be eligible

• If cancellation is requested early enough under the applicable business rules and preparation has not begun
• If The Estate Deli cannot fulfil the order for reasons within our control
• If the wrong item is supplied
• If an order is materially defective or damaged at the time of pickup or delivery

When a refund may not be possible

• If preparation has already begun
• If the cancellation request is made too close to the scheduled pickup under applicable business rules
• If customisation details were submitted incorrectly by the customer
• If the customer does not collect the cake at the agreed pickup time without prior arrangement

If you do not collect the cake

If a cake is not collected at the agreed time and no prior arrangement has been made with The Estate Deli, we may be unable to offer a refund, as the product is perishable and prepared specifically for your order.

If we cannot fulfil the order

If The Estate Deli cannot fulfil a confirmed order for reasons within our control, we will contact you and arrange a suitable remedy, which may include a refund to the original payment method where payment has been received.

Wrong item, defective, or damaged products

If you receive the wrong item, or if a product is materially defective or damaged, please contact The Estate Deli promptly after pickup or delivery. Where appropriate, please share photographs and your order details so we can review the issue and arrange a fair remedy.

How to cancel

To cancel a Supper Club reservation, contact The Estate Deli using the details on our Contact page and include your reservation number, guest name, event date, and slot.

Timing and refund eligibility

Whether a cancellation is eligible for a refund may depend on how early the cancellation is made before the event, seating capacity planning, and whether payment has already been processed.

If The Estate Deli cancels the event

If The Estate Deli cancels or materially changes an event in a way that prevents you from attending as booked, we will communicate with affected guests and arrange an appropriate remedy, which may include a refund of amounts paid for that reservation.

Exceptional circumstances

In exceptional circumstances beyond reasonable control, event timing or arrangements may change. We will do our best to notify guests and offer a fair resolution based on the situation.

How refunds are processed

Approved refunds for reservations are generally returned to the original payment method used for the transaction, subject to payment-provider and banking timelines described below.

Gift hampers

Gift hampers may include perishable and non-perishable items. Cancellation or return eligibility depends on the nature of the contents and whether the hamper has already been prepared or packed for your order.

• Perishable food items generally cannot be returned once prepared or collected.
• Non-perishable items may be reviewed for refund or replacement only where the product is unused, unopened where applicable, and the request is made promptly.
• If a hamper is defective, incomplete, or materially different from what was ordered, contact us promptly with your order details and supporting photographs where helpful.

Coffee products

Online purchase of coffee products may be offered when available on the website. Until online checkout for coffee is enabled, coffee sales follow in-café or other purchase channels as offered by The Estate Deli. Where online coffee orders become available, cancellation and refund requests for unopened, unused products may be considered on a case-by-case basis; opened or used coffee products are generally not eligible for return.

If money is debited from your bank account or payment method but your order or reservation is not successfully confirmed, please contact The Estate Deli with the transaction details (amount, approximate time, payment reference if available, and the email or phone used at checkout).

Refunds for failed, incomplete, or duplicate transactions will be handled through the payment provider and banking process as applicable after we verify the payment status.

Approved refunds are generally processed back to the original payment method used for the transaction.

Please note the difference between:

• Refund approval — when The Estate Deli confirms that a refund will be issued
• Refund initiation — when the refund is submitted to the payment provider
• Bank or payment-provider processing time — the time your bank or payment provider takes to reflect the credit in your account

Processing times after initiation depend on the payment provider and your bank. The Estate Deli does not control banking settlement timelines.

To request a cancellation or discuss a refund:

• Email The Estate Deli using the contact email listed on our Contact page
• Include your order or reservation number, full name, and relevant date/time
• Describe the request clearly (cancellation, wrong item, defective product, payment issue, etc.)
• Attach photographs where relevant for quality or fulfilment issues

We will review your request and respond with next steps. Please avoid making duplicate payments while a transaction or refund is being checked.