Refund policy
Due to the perishable nature of our products, LUMU Cake & Coffee does not accept returns or exchanges for change of mind on any baked goods or food items.
If you have also purchased non-perishable items (such as candles or merchandise), these may be returned within 14 days of purchase, provided they are unused, in their original packaging, and accompanied by a receipt. For hygiene and safety reasons, opened or used items cannot be returned.
Refunds & Replacements
We take great pride in our baking and want you to be satisfied with your order.
Under Australian Consumer Law, customers are entitled to a refund, replacement, or other remedy if a product has a major failure.
We will offer a refund, store credit, or replacement in situations including:
Incorrect Item
If you receive a different cake or flavour than what you ordered.
Quality Issues
If there is a genuine issue with the quality of the cake, such as underbaked products or spoiled ingredients.
Order Pickup & Liability
Because our products are delicate, we take great care to ensure they are structurally sound and securely packaged before they leave our shop.
Inspection at Pickup
We will present your cake to you at the time of pickup so you can confirm that the design and condition meet your expectations.
Transfer of Responsibility
Once the cake has been inspected and accepted by you (or your representative) and has left our premises, LUMU Cake & Coffee is not responsible for damage caused by handling, transport conditions, or storage.
Examples include:
- Transporting the cake on a slanted car seat instead of a flat surface;
- Sudden braking during transport;
- Exposure to heat or sunlight;
- Improper storage after pickup.
Third-Party Couriers
If you arrange a third-party courier (such as Uber Package or a private delivery service) to collect your order, the courier acts as your representative.
Once the order has been handed to the courier in good condition, LUMU Cake & Coffee is not responsible for damage caused during transport by third-party drivers.
How to Request a Resolution
If there is an issue with your order regarding incorrect items or product quality, please contact us as soon as possible (preferably within 24 hours of receiving your order) so we can assess the issue. You can reach us at hello@lumucake.au.
Please include:
- Your order number;
- A clear description of the issue; and
- Clear photographs showing the problem.
Please note that we may be unable to assess issues if most of the cake has already been consumed.
Cancellations, Modifications & Late Pickup
We understand that plans can change.
Orders may be cancelled or modified up to 72 hours before the scheduled pickup time for a full refund. Cancellations made after this period may not be eligible for a refund, as ingredients may have been purchased and preparation work may have begun.
Because our products are perishable, orders must be collected within the scheduled pickup time. If an order is not collected, we will attempt to contact you. If the order is not collected within the scheduled pickup time, we reserve the right to dispose of the cake, and it may not be eligible for a refund. Additional storage or delivery arrangements may incur charges.