Refund policy

PICKY Refund and Cancellation Policy

Last Updated: 20 October 2025

At PICKY, we aim to provide high-quality puddings and excellent service. Due to the perishable nature of our products, returns are generally not accepted. This policy explains when and how you may cancel an order or request a refund for purchases made through pickypudding.myshopify.com or via email. It aligns with the Australian Consumer Law (ACL) and applies to all orders, including delivery and pickup.

1. Refunds

We follow the ACL for refunds, which ensures you have remedies if a product is faulty, misrepresented, or unsuitable for its intended use.

1.1 Eligible Refunds Cases ⭕️

  • Faulty or Wrong Orders: If your pudding arrives damaged, the wrong flavor, or does not match the description on our website, you may request a refund or replacement. Please contact us within 24 hours of delivery/pickup with details and photos if possible.

  • Non-Delivery: If your order fails to arrive within the scheduled delivery window (Monday & Thursday, 8 AM–6 PM) due to our error, a full refund will be issued.

  • Cancellation Before Preparation: Orders cancelled with sufficient notice (48 hours for standard orders, 72 hours for catering) before preparation starts qualify for a full refund.

  • Consumer Guarantees: You may also be entitled to a refund if the product does not meet consumer guarantees such as acceptable quality or fitness for purpose.

1.2 Non-Refundable Cases ❌

  • Change of Mind: Refunds are not available once the pudding has been prepared, as all items are made-to-order.

  • Customer Errors: Incorrect information (e.g., wrong address) or unavailability during delivery is not refundable.

  • Taste Preferences: Personal taste dissatisfaction is not a reason for a refund unless the product is faulty or misdescribed.

  • Fresh Items: Puddings containing fresh fruit (e.g., Mango White Chocolate Pudding) or fresh mochi (e.g., Thai Tea Mochi Pudding) must be consumed on the delivery/pickup day. Refunds are not available if consumed late or stored improperly.

1.3 How Refunds Are Processed

  • Requesting a Refund: Email pickypudding.au@gmail.com with your order number, reason for refund, and supporting evidence (e.g., photos). We may contact you for more information.

  • Processing Time: Approved refunds are returned to the original payment method within 5 business days. Bank processing may take 1–3 additional days.

  • Discretionary Refunds: For cases not covered by the ACL (e.g., late cancellations), partial refunds may be offered at our discretion. We will notify you by email.

2. Cancellations

We understand that plans can change and aim to accommodate cancellation requests when possible.

  • How to Cancel: Email pickypudding.au@gmail.com with your order number and reason.

  • Cancellation Windows:

    • Standard Orders: Preferably 48 hours before delivery/pickup; late cancellations considered on a case-by-case basis.

    • Catering/Large Orders: Require 72 hours notice due to preparation needs.

  • Processing Cancellations: Once your request is received, we will confirm within 24 hours. If preparation hasn’t started, we will cancel and issue a refund. If preparation has begun, we may offer a partial refund or store credit.

Refund Request Flow (for Customers)

  1. Submit Request

    • Go to our Refund Request Form on the website or reply to your order confirmation email with your order number and reason for cancellation/refund.

  2. Review by Store

    • Our team will review your request according to our Refund & Cancellation Policy.

    • If your request is within the eligible period, a refund will be approved.

  3. Refund Processing

    • Once approved, we will process the refund through your original payment method (Shopify Payments, PayPal, Credit/Debit card, etc.).

    • Refunds usually take 3–5 business days to appear in your account, depending on your payment provider.

3. Pickup Issues

  • Rescheduling: If you cannot pick up your order at the scheduled time, contact us on the same day. We can reschedule within the pudding’s freshness period.

  • Missed Pickups: Orders not collected during the agreed window will be held until day-end. Contact us to rearrange; otherwise, the order is considered fulfilled, and no refund is available.

  • Freshness Guarantee: Most puddings (except those with fresh fruit) remain fresh for 24 hours if properly refrigerated. Refund requests must be made within this period.

4. Contact Us

For any cancellation, refund, or order inquiries:

We will respond within 24 hours.

5. Updates to This Policy

We may revise this policy to reflect legal changes or operational updates. The most recent version will always be posted on our website with the “Last Updated” date.

6. Your Rights Under Australian Consumer Law

This policy does not limit your rights under the ACL. You are entitled to remedies such as refunds or replacements for products that fail to meet consumer guarantees. For more information, visit www.accc.gov.au.