Refund, Cancellation & Food Quality Policy

Pavlova.Brownies specializes in freshly prepared desserts, including pavlova and other fresh-food products. Our desserts are prepared in limited quantities and, in many cases, made specifically according to customer preorders.

Because our products are fresh food items and may contain fresh fruit, meringue and other perishable ingredients, we do not accept returns of food products once they have been collected or delivered.

We kindly ask customers to review this policy before placing an order.

1. Preorder & Ready Stock Orders

Most of our desserts are prepared on a preorder basis to ensure freshness and quality.

Ready-stock items may also be available from time to time, subject to availability.

Once an order has been confirmed and preparation or production has commenced, cancellation or modification of the order may not be possible.

For customized, specially prepared, or preorder items, cancellation requests made close to the scheduled collection or delivery time may be declined because ingredients and preparation have already been committed to the order.

2. No Returns for Fresh Food Products

Due to the perishable nature of our desserts, we do not accept returns of food products after self-pickup or delivery.

This includes returns requested because of:

• Change of mind;
• No longer wanting the order;
• Ordering the wrong quantity, flavour, size or product;
• Personal preference regarding taste, texture or sweetness;
• Failure to consume the dessert within the recommended storage period;
• Improper storage or handling after receiving the dessert;
• Leaving the dessert at room temperature for an extended period; or
• Any deterioration caused after the dessert has been received by the customer.

For food-safety and hygiene reasons, returned desserts cannot be resold or served to another customer.

3. Please Check Your Order Immediately

Customers are required to check their order immediately upon receiving it, whether through:

• Self-pickup; or
• Delivery by Lalamove or another delivery service arranged for the order.

If there is any visible issue with the product, packaging, quantity, or order received, please contact us as soon as possible after receipt.

To allow us to properly investigate the issue, customers must provide clear photographic or video evidence showing the condition of the dessert and, where relevant, the packaging.

We may also request additional information, including photographs of the delivery packaging, order details, delivery condition, or other relevant evidence.

4. Issues Attributable to Pavlova.Brownies

If you receive an order that is:

• Incorrect;
• Missing an item;
• Significantly damaged before or during handover;
• Clearly different from the confirmed order; or
• Otherwise affected by an issue attributable to Pavlova.Brownies,

please contact us promptly with supporting photographs or video.

After reviewing the circumstances, we may, at our discretion and where appropriate, offer a suitable remedy such as:

• Replacement of the affected item;
• Replacement of the affected portion of the order;
• Store credit; or
• Refund of the affected item.

Any remedy will depend on the nature and circumstances of the issue.

5. Delivery Orders

For delivery orders, Pavlova.Brownies may arrange delivery through Lalamove or another third-party delivery service.

Once the dessert has been handed over to the delivery service, delivery conditions and timing may be affected by traffic, weather, route conditions, delays, or other circumstances outside our direct control.

Customers should be available to receive the order at the agreed delivery location and time.

Upon receiving the order, please inspect the dessert immediately.

If there is an apparent issue with the dessert or packaging upon delivery, please take photographs or video before consuming, rearranging, or discarding the product and contact us promptly.

Where the issue appears to have resulted from delivery handling, we will review the available evidence and circumstances before determining an appropriate resolution.

6. Freshness, Storage & Consumption

Our desserts are freshly prepared products and are not intended to be stored for extended periods.

Fresh desserts must be kept refrigerated/chilled after receipt.

Customers are responsible for storing the dessert appropriately once it has been received.

For the best eating experience, we recommend consuming the dessert within approximately 3 hours of serving/receiving it, depending on the product and conditions.

When properly chilled, the dessert should generally be consumed within 24 hours.

Please note that these timeframes are recommendations for freshness and quality and may vary depending on the specific dessert, ingredients, temperature and handling conditions.

Important:

Fresh food products do not remain in their intended condition when left without proper chilling.

Exposure to room temperature, heat, sunlight, humidity or other unsuitable conditions may cause:

• Meringue to soften;
• Fresh fruit to deteriorate;
• Cream or other fresh components to lose quality;
• Condensation to develop;
• Texture and appearance to change; and
• The dessert to become unsuitable for consumption.

Pavlova is particularly sensitive to humidity and moisture. Our meringue is freshly baked on the same day to achieve its intended texture — crispy on the outside while remaining soft and moist inside.

Once topped with fresh fruit and other ingredients, the dessert is naturally perishable and its texture will change over time, particularly if it is not kept chilled.

7. Meringue Texture

Our meringue is intentionally prepared to have a combination of:

Crisp exterior + soft, moist interior.

The texture of meringue naturally changes over time due to moisture from the environment and fresh fruit toppings.

Therefore, a change in meringue texture after the dessert has been received, particularly after extended storage or exposure to room temperature, is considered a natural characteristic of a fresh pavlova and does not automatically constitute a product defect.

For the best experience, we recommend enjoying the pavlova as soon as reasonably possible after receiving it.

8. Customer Storage & Handling

Once an order has been handed to the customer or successfully delivered, responsibility for proper storage and handling rests with the customer.

Pavlova.Brownies cannot be responsible for deterioration caused by:

• Failure to refrigerate the dessert;
• Leaving the dessert in a car or other hot environment;
• Exposure to direct sunlight or heat;
• Improper handling;
• Delayed consumption;
• Opening or disturbing the packaging;
• Freezing unless specifically instructed by us; or
• Any other storage or handling condition outside our control.

Please transfer the dessert to a suitable chilled environment as soon as possible after receiving it.

9. No Refund for Change of Mind

Because our products are freshly prepared and perishable, we do not provide refunds or exchanges for change-of-mind requests.

This includes requests based on personal preference, taste, texture, appearance, sweetness, portion expectations, or failure to consume the product within the recommended period.

10. Cancellation

For preorder orders, cancellation requests should be made as early as possible.

Once ingredients have been purchased, preparation has started, or the order has entered the production process, cancellation may no longer be possible.

For customized or specially prepared orders, cancellation may be refused once preparation has commenced.

Where a cancellation is accepted, any applicable refund or store credit will be determined based on the stage of preparation and costs already incurred.

11. Refund Processing

Where Pavlova.Brownies agrees that a refund is appropriate, the refund will normally be made to the original payment method used for the order, subject to the applicable payment provider’s processing time.

We do not issue refunds solely because a customer has changed their mind or because a perishable product was not consumed within the recommended period.

12. Evidence Required for Product Complaints

To help us resolve genuine product issues fairly, customers may be required to provide:

• Clear photographs of the entire dessert;
• Close-up photographs of the affected area;
• Photographs of the packaging;
• A video showing the condition of the product, where appropriate;
• The order number or proof of purchase;
• The date and time the order was received; and
• Relevant information about how the product was stored after receipt.

Customers should not discard the affected product before contacting us, unless the product presents an apparent food-safety concern. We may need photographs, videos or other evidence to assess the issue.

13. Food Safety

If you believe a dessert may be unsafe to consume, do not consume it.

Please contact Pavlova.Brownies as soon as possible and provide details and supporting photographs where available.

We take food-quality and food-safety concerns seriously and will review reported issues based on the information provided.

14. Policy and Applicable Rights

This policy applies to our fresh-food products and is intended to explain our normal procedures for cancellations, returns, refunds and product complaints.

Nothing in this policy is intended to exclude or restrict any consumer rights that cannot legally be excluded or restricted under applicable law.

Pavlova.Brownies reserves the right to review each reported issue based on its individual circumstances, the evidence provided, the condition of the product, and the applicable requirements.

15. Contact Us

For questions regarding an order, product quality, cancellation or a potential issue with your dessert, please contact us using the contact details provided on our website.

When contacting us about a product issue, please include your order details together with clear photographs or video evidence so that we can review the matter as quickly as possible.

Thank you for understanding that Pavlova.Brownies products are freshly prepared, perishable desserts and require appropriate handling and refrigeration after receipt.