Refund policy

Last updated: 22 August 2026

At Cloud Roll Studio, we take pride in preparing fresh, high-quality Swiss rolls and desserts. As our products are freshly made and perishable, our returns and refunds policy differs from that of non-perishable retail products.

This policy does not exclude, restrict or modify any rights you may have under the Australian Consumer Law.

1. Change of Mind

Due to the perishable nature of our products, we generally do not accept returns or provide refunds for change of mind once an order has been prepared, dispatched, delivered or collected.

This includes situations where:

• you no longer want the product;
• you ordered the incorrect flavour or quantity;
• the recipient does not want the product; or
• you fail to collect your order at the agreed pickup time.

Please check your order carefully before completing checkout.

2. Order Changes and Cancellations

If you need to change or cancel your order, please contact us as soon as possible at contact@cloudrollstudio.com.au.

We will do our best to accommodate your request if preparation has not yet commenced.

Because our products are freshly prepared for customer orders, we may be unable to cancel, refund or modify an order once preparation has commenced.

Any cancellation or modification accepted by Cloud Roll Studio will be confirmed by us.

Nothing in this section limits your rights under the Australian Consumer Law.

3. Damaged, Incorrect or Unsatisfactory Products

If you receive a product that is:

• damaged;
• incorrect;
• unsafe;
• not of acceptable quality;
• significantly different from its description; or
• otherwise does not meet an applicable consumer guarantee,

please contact us as soon as reasonably possible after receiving your order.

Please provide:

• your order number;
• a description of the issue; and
• clear photographs of the product and packaging, where reasonably possible.

This information helps us assess what happened and provide an appropriate solution.

4. Refunds and Replacements

Where a product has a problem covered by the Australian Consumer Law, you may be entitled to a remedy such as a replacement, refund or other appropriate solution depending on the circumstances and whether the problem is major or minor.

Approved refunds will generally be processed using the original payment method.

Processing times after a refund has been issued may vary depending on your bank or payment provider.

Delivery fees may also be refunded where required by applicable law or where Cloud Roll Studio determines that a refund is appropriate in the circumstances.

5. Handmade Product Variations

Our Swiss rolls and desserts are handmade. Minor variations in appearance are normal and may include differences in:

• colour;
• shape;
• size;
• decoration;
• filling distribution; and
• presentation.

Product photographs on our website are intended as a guide.

Reasonable variations resulting from the handmade nature of our products are not generally considered defects.

6. Taste and Personal Preference

Taste is subjective. We generally cannot provide refunds solely because a customer does not personally like a flavour, sweetness level, texture or other characteristic that is consistent with the product’s description and intended quality.

This does not affect your rights where a product is faulty, unsafe, not of acceptable quality or otherwise fails to meet an applicable consumer guarantee.

7. Delivery Issues

Customers are responsible for providing accurate delivery details when placing an order.

Cloud Roll Studio is not responsible for unsuccessful delivery caused by circumstances within the customer’s control, such as:

• an incorrect or incomplete delivery address;
• no safe or permitted access to the delivery location;
• the recipient being unavailable where attendance is required; or
• failure to respond to reasonable attempts by the delivery provider to complete delivery.

If your order is damaged during delivery or there is another issue attributable to Cloud Roll Studio or our delivery arrangements, please contact us as soon as reasonably possible so we can investigate.

8. Pickup Orders

Customers are responsible for collecting pickup orders within the agreed pickup time or window.

As our products are perishable, we cannot guarantee the quality or freshness of an order that is collected substantially later than the agreed pickup time.

If you are running late or unable to collect your order, please contact us as soon as possible.

9. Food Storage and Handling

After an order has been delivered or collected, the customer is responsible for following the storage and handling instructions provided with the product.

Products requiring refrigeration should be refrigerated promptly and consumed within the recommended timeframe.

We may not be able to provide a refund for deterioration caused by improper storage, handling or transportation after the product has been successfully delivered or collected, except where you are otherwise entitled to a remedy under applicable law.

10. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Returns & Refund Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded.

11. Contact Us

For cancellations, order issues, refund requests or questions about this policy, please contact:

Cloud Roll Studio
Email: contact@cloudrollstudio.com.au
Location: 250 Blaxland Rd, Ryde NSW 2112

Please include your order number when contacting us about an existing order.