Spongedrop Cakery – Refund & Cancellation Policy

At Spongedrop Cakery, every cake is baked with care, creativity, and a whole lot of love. We want you to feel confident when placing an order with us, so we’ve put together a simple, transparent policy to help guide you.

1. Cancellations & Changes

Because our cakes are made to order (and often specially designed just for you!), we ask for a minimum of 72 hours’ notice for cancellations or significant changes.

• Cancellations made 72 hours or more before your collection or delivery time are eligible for a full refund.
• If less than 72 hours’ notice is given, we may not be able to offer a refund, as ingredients may have been prepared or work may have already begun.
• Custom or detailed cakes may incur partial charges if substantial progress has been made.

We always do our best to help - if you need to adjust something, please contact us as soon as possible.

2. Product Quality Concerns

Your happiness matters to us. If something doesn’t seem right:

• Please get in touch within 24 hours of receiving your order.
• We may ask for photos or for the product to be returned so we can understand what went wrong.
• If we find a genuine quality issue, we will gladly offer a replacement, remedy, or refund in line with the New Zealand Consumer Guarantees Act (CGA).

Please note that we’re unable to refund:

• Change-of-mind requests.
• Items damaged after collection or delivery.
• Personal taste preferences (unless a fault is present).

3. Collection & Delivery

We want your cake to reach you safely and beautifully.

• When placing your order, please double-check that your collection time, delivery address, and contact details are correct.
• For collection, once your cake leaves our shop, safe transport and storage become your responsibility.
• For delivery, someone must be available to receive the order during the agreed delivery window.
• If no one is available, the driver may leave the cake in a safe place or return it to the cakery.
• Additional fees may apply for re-delivery.

Unfortunately, we’re unable to refund orders that cannot be delivered due to incorrect details or an unavailable recipient.

4. Allergies & Dietary Notes

While we do offer options for certain dietary needs, all of our cakes are made in a kitchen that handles allergens such as gluten, dairy, eggs, and nuts. For this reason, we cannot guarantee our products are allergen-free, though we take every care to minimise cross-contact.

5. Need to Chat?

If you have any questions or concerns, or you just want to talk cake, we’re here to help.

Email: hello@spongedrop.co.nz
Phone: (07) 572 0059
Address: Spongedrop Cakery, 10 Salisbury Avenue, Mount Maunganui 3116