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 if a customer selects the incorrect product variant at the time of ordering and has been delivered. Customers are responsible for ensuring the correct variant is selected before completing their purchase. For example, selecting a standard variant cake instead of the gluten-free variant will not be eligible for a refund.

If the incorrect variant has been selected, please contact us as soon as possible so we can review and update the order, where possible.

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.
4. Any initial delivery charges if the recipient decides to pick-up instead of re-delivery.

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.

Customer Ordering Error
If an order has been delivered correctly as placed, but the customer later realises they selected the wrong product, no refund or exchange will be provided.

Incorrect Personal Order Details
If an order contains incorrect details, including but not limited to the email address, delivery address, or phone number, and the order has been delivered, accepted, or left in a safe place using the information provided, no refund or exchange will be issued. It is the customer's responsibility to ensure all order details are accurate before placing their order.

After an order has been placed, two emails will be sent requesting that you review and verify your order details. The first email will be sent immediately after your order is placed, and the second will be sent three days prior to the scheduled delivery date. It is the customer's responsibility to ensure that all information provided is accurate, complete, and up to date.

Change from Delivery to Pick-up
The delivery fee will be refunded, where an order is changed from delivery to pick-up. The refund will be processed on the day the cake is collected.

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.