There is nothing worse than getting all excited about hosting your event to later find out you have to cancel or postpone. We hope your celebration goes ahead but in the event you need to cancel, postpone, change or decrease your order we have clear policies in place to assist you with your planning and decision making.

To ensure our small family events based business can continue to operate through this pandemic period we have introduced the below cancellation policies within the different areas of our business.

We thank you for taking the time to review and accept our cancellation policies through your purchase and look forward to assisting you with your upcoming celebration.

Our Cancelation Policy

Postponing your order without a future date: Additional fees may apply when wishing to postpone your order depending on the amount of time provided and if production has begun on your order. Orders can be postponed for a maximum of 3 months. Postponing your order may attract additional rescheduling fees or your order may require requoting. A minimum of 6 days notice is required to postpone your order.

Changing your order date: A minimum of 6 days notice is required to change the date of your order. Altering your order date is not a worry but is dependant on our availability on your newly requested date. We recommend checking our availability prior to locking in your new date with other suppliers. This option may not be available if production has begun or if sufficient notice isn’t supplied. Please note changing your order date may attract additional rescheduling fees or your order may require requoting. Additional charges may be incurred for moving your event to a Sunday (if we are available) or if it requires delivery within a peak period.

Decreasing or Adding to your order: Altering your order quantity is not a worry and most orders won’t have additional costs incurred unless production has begun that can’t be repurposed. Please note sufficient notice is required to increase your order and is subject to availability. The minimum amount of time required will depend on the product and booking date but we recommend 6+ days notice to be sure we can accommodate your request. Please note a requoting fee may be charged in some circumstances to cover additional administration costs.

Cancellation Fees: A minimum of 6 days notice is required to cancel your order. Please bare in mind there are administration costs and labour involved when you book, postpone and cancel. For specific information around cancellation time requirements, please see the below list. Should you decide to cancel your order with sufficient notice and production is yet to begin a 10% administration processing fee will apply to help cover business costs.

Cancellation Notice Requirements by menu:

4 days = Notice required by Tuesday close of business for a Saturday pick up.

6 days = Notice required by 09.30am on Monday for a Saturday pick up.

Short Order Menu: A minimum of 4 days notice is required.

Short Order Pre Order Menu 6” cakes and below: A min of 4 days notice is required.

Short Order Pre Order Menu 8” mud cakes and above: A minimum of 6 days notice is required.

Pre Designed Cookie Menu: A minimum of 6 days notice is required.*

Pre Designed Cupcake Menu: A minimum of 6 days notice is required.*

Pre Designed Cake Pop Menu: A minimum of 6 days notice is required.*

Pre Designed Corporate Menu: A minimum of 6 days notice is required.*

Orders with Edible Images or Balloon Decals are generally created shortly after the order is received and may not be available for cancellation.

Party ware: Please note our refund policy below.

*Please note larger orders of $500 and above (ie larger events, corporate or wedding cake orders require a minimum of 14 days notice for cancellation.)

Party Ware and Decoration Refunds, Exchange & Return of Faulty Items

We want you to be completely satisfied with your online purchase as quality customer service is extremely important to us. If you are unhappy for any reason please contact us to discuss.

We ask that you carefully read each product description before purchasing. All product sizes and colours are listed within the product descriptions. If, however, your party ware or decorations arrive and they are not as you expected or you have a change of mind, we are more than happy to exchange the items should they be returned unused and presented in their original packaging as they were received within 10 days. Please note however you will be responsible for the additional shipping charge.

Should your items arrive damaged, please advise us immediately and within 3 days of delivery to your address. We will ask you to return the damaged items for review. Where possible we will then re-issue new stock or provide a refund. All returns must be sent to 197 Swan St Richmond VIC 3121. We recommend sending via a trackable method.

Returns are not available on sale items.

COVID-19

Burnt Butter Legal Snap Lockdown Only Cancellation Policy

Should a snap lockdown occur that legally prevents you from continuing with your celebration or restricts you from collecting we will do our very best to assist you where we can dependant on the notice supplied, the type of order (Balloons, Party Ware, Decorations or Sweet Treats) and it’s progress stage of production.

Should a lockdown arise and your order falls within the lock down period, please note we will be in touch asap. During these times we are inundated with cancellation phone calls. We recommend waiting for our call whilst we assess the amount of work already completed on your order and rush to quickly complete orders for those who wish to bring forward their celebrations. We have provided extensive information and options below which we invite you to read through prior to our discussion about your specific order.

Postponing your order due to a snap lockdown or restrictions: Please note we will absorb the additional charges incurred when postponing your order due to a forced lockdown unless production has begun on your order. If postponing due to a lockdown, you are welcome to reschedule a date once the lockdown restrictions are eased. Orders can be postponed for a maximum of 3 months.

Changing your order date due to a snap lockdowns or restrictions: Altering your order date is not a worry, but we recommend checking our availability prior locking in your new date with other suppliers. No additional costs will be incurred unless production has begun that can’t be repurposed or sufficient notice isn’t supplied. Please note changing your order date may attract additional rescheduling fees or your order may require requoting. Additional charges may be incurred for moving your event to a Sunday (if available) or if it requires delivery within a peak time if it wasn’t previously.

Decreasing or Adding to your order due to a lockdown: Altering your order quantity is not a worry and most orders won’t have additional costs incurred unless production has begun that can’t be repurposed. Please note sufficient notice is required to increase your order and is subject to availability. Sufficient notice is also required to decrease your order and may not be possible if production has begun. The minimum amount of time required will depend on the product and booking date but we recommend 6+ days notice to be sure we can accommodate your request. Please note a requoting fee may be charged in some circumstances to cover additional administration costs.

Cancelling due to a snap lockdown or restrictions: Please bare in mind there are administration costs and labour involved when you book, postpone and cancel. For specific information around cancellation time requirements, please see the below list. Please note we will absorb the additional charges incurred when cancelling your order due to a forced lockdown unless production has begun on your order. Should you decide to cancel your order and production is yet to begin, we ask you to consider covering our cancellation administration fee of 10% to help our small business. If production has begun, we will assess the progress stage and discuss your options.

Snap Lockdowns And Your Balloons A minimum of 2 days notice is required for inflated balloons. Please note foil and long lasting balloons can be inflated ahead of time to check for leaks and once inflated are unable to be refunded. Once hi floated, latex balloons can not be refunded or postponed. It is important to note same day orders maybe inflated shortly after purchase and again may not be able to be refunded. Please note this policy is also applicable in regular times.

Snap Lockdowns And Your Sweet Treats: Please keep in mind most items take numerous days to prepare, are not solely produced on the day of pick up, are custom made and there are administration costs and labour involved when you book and cancel. Please note most items on our Short Order Menus (except for our larger cakes on our Short Order Pre Order menu) are designed so they can be repurposed in the event of a lockdown but there is a cap on how many orders we can offer this option to due to storage space. Whilst cancellation fees will not be applied to cancellations due to a forced lockdown we would prefer when possible to postpone your order (if production hasn’t begun). If your preference is to cancel your order and work has not commenced on your order, you are welcome to choose to cover our cancellation administration fee of 10% to help our small business. Depending on the progress stage we will advise if we are able to repurpose your order or if has reached the point of ready or almost ready for collection. Each order and product type will be affected differently and we will discuss this with you if the need arises.

If you have selected items from our Pre Designed Menus, please remember our 6 day cancellation period still applies as items are not able to be easily re purposed during a lockdown. Depending on the notice period of the snap lockdown and the progress of your order, we maybe able to freeze your baked items for a later postponed date but this is dependant on space available.

We have a number of suggested resolutions and look forward to discussing your options.

A careful courier can be arranged (with sufficient notice within 45kms of Melbourne’s CBD) to deliver your order for an additional fee should a 5km radius restriction be introduced.
You can arrange an Uber to collect your order once it is complete.
You are welcome to bring your order forward and celebrate prior to the restrictions being implemented dependant on the progress of your order and time available to complete it.
We can postpone your order if it is from the Short Order or Short Order Pre Order menu (except for our larger cakes on our Short Order Pre Order menu)
You can reduce your order if preparations haven’t begun.
You can cancel and request a refund.

Cancellation Notice Requirements by menu when a lockdown is announced: