REFUND POLICY



Cancellation (not yet delivered or picked up) or Change of Mind
A full or partial refund of the order and/or delivery charges (less any promotional discounts applied) may be issued only if the baking process has not yet commenced.

If the baking process have started, store credit will be issued equal to the value of the final purchase price. You may use this at any time and does not have an expiry date. Please see the FAQ section on code use.

Allergies / Intolerance
No refunds will be issued.

Onyx Hive strongly recommends that customers review the Nutrition & Allergen Information page prior to placing an order. This page provides a detailed breakdown of ingredients and nutritional information for each cake. By completing a purchase, you acknowledge that you have reviewed this information and accept full responsibility for your selection.

Refusal of Re-Delivery, No Show Pick-Up and Alternative Collection
No refunds will be issued where:
1. Recipient refuses to pay the re-delivery fee
2. Recipient refuses to arrange alternative delivery methods and/or pick-up.
3. Recipient doesn't show for pick-up

In such cases, a re-delivery will be required and a re-delivery fee will apply. If the recipient declines to pay the re-delivery fee and refuses to arrange an alternative collection method (such as pick-up), any request for a refund will be declined.

How will you refund me?
All approved refunds will be processed back to the original payment method used at the time of purchase.

Under no circumstances will refunds be issued in cash or to an alternative payment method.

Refunds cannot be redirected to a different card, bank account, or payment platform if the original payment was made via another method (e.g., Visa, Mastercard, etc.). If the original card or associated bank account has been closed, Onyx Hive accepts no responsibility for any delays or complications in receiving the refunded funds. In such circumstances, customers must contact their financial institution directly, as refunded funds are typically held by the issuing bank for retrieval.