Refund policy
Returns & Refunds Policy
Last updated: 14 December 2025
This policy outlines how returns, refunds, and replacements are handled by Cookie High ("we", "us", "our"). It should be read alongside our Terms of Service.
1. Perishable Goods
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Our products are freshly baked, perishable food items.
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Because of this, we do not accept returns and do not offer refunds for change of mind.
2. Faulty or Incorrect Orders
We want you to be happy with your order. If:
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you receive the wrong item, or
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your order arrives damaged or not as described
please contact us within 24 hours of delivery or collection.
Where possible, please include:
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your order number
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a brief description of the issue
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clear photos of the product
3. Refunds or Replacements
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If an issue is confirmed, we may offer a replacement, store credit, or refund at our discretion.
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Refunds, if approved, will be processed using the original payment method.
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Processing times may vary depending on your payment provider.
4. Delivery Issues
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Cookie High is not responsible for delays or damage caused by third-party delivery services once the order has been handed over.
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Damage to cookies that occurs during shipping or delivery does not constitute grounds for a refund.
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If an incorrect delivery address is provided by the customer, we are unable to offer a refund.
5. Allergies and Dietary Requirements
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Ingredients and allergen information are provided to help customers make informed choices.
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Refunds will not be provided for allergen-related issues where information has been disclosed.
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Customers are responsible for ensuring products are suitable for their dietary needs before ordering.
6. Australian Consumer Law
This policy operates in addition to your rights under Australian Consumer Law. You are entitled to a replacement or refund for a major fault as defined by law.
7. Contact
If you have questions or concerns about this policy, please contact Cookie High using the details provided on our website or social media pages.