Refund Policy

Every order is hand-tied to your specifications, so this policy is a bit different from a regular online shop. We've tried to be straight about what we will and won't refund. Your statutory rights under the Australian Consumer Law are not affected by anything in this policy.

Your statutory rights

Under the Australian Consumer Law, our products come with consumer guarantees that cannot be excluded. You're entitled to a refund, replacement or repair if a product:

• has a major problem (it's significantly different from what was advertised, unsafe, or unfit for purpose), or
• has a minor problem we can't or won't fix within a reasonable time.

This applies regardless of anything else in this policy.

Cancellations

You can cancel your order for a full refund up to 48 hours before your nominated delivery or pickup date, provided we haven't already started making it. To cancel, email Jade@thesweetcreative.com.au or call 0478 754 480 with your order details.

Inside the 48-hour window, cancellation may not be possible because we've already sourced perishables (chocolates, flowers), printed your photo tag, cut your vinyl text, or filled balloons. In that case we'll refund what we can and explain what we can't.

Changes to your order

If you need to change something — a different gift item, a different delivery date, a different message — get in touch as early as possible. We'll do our best:

• More than 48 hours out: changes are usually free.
• Less than 48 hours: changes are subject to availability. Some changes (like printed tags or cut vinyl) may incur a small re-make fee.
• Day-of: we'll do everything we can but can't guarantee anything.

Change of mind

Because each order is custom-made and contains perishable items (helium balloons, fresh flowers, chocolates), we're not able to offer change-of-mind refunds once an order has been confirmed and started. This is consistent with the Australian Consumer Law allowance for custom-made and perishable goods.

If something arrives damaged or wrong

If your order arrives:

• damaged in transit (popped balloons, broken contents, melted chocolates), or
• different from what you ordered (wrong gift items, wrong message, wrong date), or
• not at all — we missed the delivery window or the courier lost it

contact us within 48 hours of delivery with photos if possible. We'll either:

• remake and re-deliver the order at no charge (where it's the same day or shortly after), or
• refund the affected portion of the order in full.

Whichever option works best for the situation — we'd rather make it right than argue about it.

Helium balloons after delivery

Helium balloons typically float for 3–5 days indoors at stable room temperature. We can't refund balloons that:

• have deflated or popped after delivery (helium is gas; it leaks),
• were left in direct sun, near heaters or in a hot car,
• were damaged after delivery (children, pets, sharp objects).

Latex balloons in particular are sensitive to temperature and handling. If a balloon pops within minutes of delivery, that's on us — call straight away. After a day or two of normal use, it's gravity and physics.

Late delivery

We'll always try to deliver on the date you nominated. If we're running late on our hand-delivery rounds, we'll text you. If a third-party courier delays your delivery to outside our usual zones, we'll work with them to resolve it but cannot guarantee a refund where the courier is at fault — we'll refund the courier portion of your fee.

How refunds are processed

Refunds are issued back to the original payment method (Visa/Mastercard/Amex via Stripe, or back to your Afterpay/Klarna account). Refunds typically appear within 5–10 business days, depending on your bank.

How to request a refund

Email Jade@thesweetcreative.com.au with:

• Your order number (in your confirmation email) or the name on the order
• What went wrong
• Photos if relevant (for damaged or wrong items)

We'll reply within 1 business day with what we can do.

Disputes

If we can't resolve a refund issue between us, you can contact NSW Fair Trading (1300 305 695) or lodge a dispute through your card provider. We'd much rather sort it out directly though — please call us first.

Contact

The Sweet Creative
Bathurst, NSW Australia
Email: Jade@thesweetcreative.com.au
Phone: 0478 754 480