Refund policy
RETURN, REFUND & CANCELLATION POLICY
Last updated: 21 August 2026
At Piece Of Cake Events, we provide event planning, coordination, styling, creative direction, furniture and prop hire, balloons, personalised products and a range of event-related goods and services.
Many of our bookings are prepared specifically for an individual client or event. Confirming a booking may involve reserving an event date, allocating staff and hire inventory, commencing planning or design work, engaging third-party suppliers, purchasing materials and preparing customised or perishable products.
This Return, Refund & Cancellation Policy explains how cancellations, postponements, returns and refunds are handled. Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
BOOKING RETAINERS & DEPOSITS
A booking retainer or deposit may be required to secure an event date, service, product order or hire reservation.
Once a booking has been confirmed, the applicable retainer may be non-refundable to the extent permitted by law. This reflects the reservation of your event date and/or inventory and the administrative, planning, preparation and other work that may commence following confirmation.
The amount of any retainer, deposit and subsequent payment schedule will be advised as part of your quotation, invoice or booking process.
Payment of a retainer or deposit confirms acceptance of the applicable quotation and booking terms.
EVENT PLANNING, COORDINATION, STYLING & CREATIVE SERVICES
Event planning, coordination, styling, creative direction and related services involve professional time and resources that may commence shortly after your booking is confirmed.
This may include consultations, correspondence, concept development, research, sourcing, supplier liaison, venue liaison, floor plans, styling preparation, scheduling, administration and other work undertaken specifically for your event.
If you cancel after work has commenced, amounts relating to services already performed, materials purchased, committed supplier costs and other reasonable costs already incurred in connection with your booking may remain payable or be deducted from any refund otherwise due.
CANCELLATIONS
If you need to cancel a booking, please notify Piece Of Cake Events as soon as possible.
Any refund, credit or amount remaining payable following cancellation will depend on the individual circumstances of the booking, including:
- work already performed;
- planning, design or administration already undertaken;
- products or materials already ordered, sourced, personalised or prepared;
- hire equipment reserved for the booking;
- staff or contractors committed to the event;
- non-recoverable supplier charges;
- delivery, production or other costs already incurred; and
- the timing of the cancellation.
Where no work has commenced and no costs or commitments have been incurred, we will assess any applicable refund in accordance with the circumstances of the booking and applicable law.
POSTPONEMENTS & RESCHEDULING
We understand that event dates sometimes need to change.
Where reasonably possible, Piece Of Cake Events may allow a booking to be transferred to another available date rather than cancelled.
Rescheduling is subject to availability and cannot be guaranteed.
Additional charges may apply where the new date results in changes to supplier pricing, staffing, delivery requirements, venue requirements, product availability, hire periods or the scope of services.
Amounts already paid or committed to third-party suppliers may also be subject to those suppliers’ individual postponement or cancellation conditions.
CHANGE OF MIND
We do not generally provide refunds or exchanges for change of mind for custom-made, personalised, perishable or event-specific products, or for services and hire inventory that have already been reserved or commenced.
For ordinary retail products that are not customised, personalised, perishable or event-specific, please contact us to discuss whether a return is available.
This does not affect your rights under Australian Consumer Law.
BALLOONS
Due to their customised and perishable nature, balloons generally cannot be cancelled, returned or refunded for change of mind once they have been prepared, inflated, personalised or dispatched.
Balloons are naturally affected by their environment and handling. Heat, cold, direct sunlight, wind, rain, humidity, sharp surfaces, transportation and handling may affect their appearance and longevity and may cause balloons to oxidise, lose shine, shrink, deflate or burst.
Customers are responsible for following the Piece Of Cake Events Balloon Care & Information Guide and for ensuring balloons are appropriately transported, stored and displayed after collection or delivery.
These provisions do not affect any rights you may have where goods fail to meet a consumer guarantee under Australian Consumer Law.
CUSTOM & PERSONALISED PRODUCTS
Custom signage, personalised balloons, printed items, bespoke décor and other products made, modified, printed, ordered or sourced specifically for a customer generally cannot be cancelled, exchanged or returned for change of mind once production or procurement has commenced.
Please carefully check names, wording, dates, colours and other personalised details supplied to us. Piece Of Cake Events is not responsible for errors contained in information supplied or approved by the customer.
If we make an error in producing a personalised item, please contact us so that we can assess and provide an appropriate remedy.
FURNITURE, PROP & EQUIPMENT HIRE
Hire products remain the property of Piece Of Cake Events at all times.
Hire items are reserved specifically for the agreed booking period. Once the hire period has commenced or equipment has been collected, delivered or installed, hire charges are generally non-refundable for change of mind or early return.
Customers are responsible for hired items while those items are in their possession, custody or control.
Charges may apply for lost, missing, damaged, broken, excessively soiled or late-returned hire items in accordance with the applicable Hire Terms & Conditions.
Where a security bond applies, the bond will be handled in accordance with the applicable Hire Terms & Conditions.
FRESH FLOWERS, FOOD & PERISHABLE ITEMS
Fresh flowers, food products and other fresh, perishable or event-specific items generally cannot be returned or refunded for change of mind once they have been sourced, prepared, delivered or collected.
Where particular flowers, foliage, foods or other perishable products become unavailable, reasonable substitutions may sometimes be required. Where appropriate, we will endeavour to maintain the overall style, quality and value of the agreed design or order.
THIRD-PARTY SUPPLIERS
Piece Of Cake Events may source, recommend, coordinate or arrange third-party suppliers as part of an event.
These may include venues, entertainers, caterers, florists, photographers, musicians, equipment suppliers, contractors and other event professionals.
Third-party suppliers may have their own deposits, cancellation conditions, postponement policies and refund terms.
Where costs have already been committed to a third-party supplier for your booking and cannot reasonably be recovered, those costs may remain payable or may be deducted from any refund otherwise due, subject to applicable law.
DELIVERY, COLLECTION, INSTALLATION & PACK-DOWN
Delivery, collection, installation, styling and pack-down services may involve labour, transport, staffing and scheduling specifically allocated to your booking.
Where these services have already commenced or costs have already been incurred, the associated charges may be non-refundable to the extent permitted by law.
Customers are responsible for providing accurate delivery information and ensuring reasonable and safe access to the venue or delivery location at the agreed time.
Additional charges may apply where access restrictions, delays, waiting time, parking requirements, stairs, loading restrictions or circumstances not disclosed before the booking materially affect delivery, installation or collection.
DAMAGED, FAULTY OR INCORRECT PRODUCTS
If you believe an item supplied by Piece Of Cake Events is faulty, damaged or materially different from what was ordered, please contact us as soon as reasonably possible after becoming aware of the issue.
Where practical, please provide photographs and details of the issue so that we can investigate promptly.
Depending on the circumstances and your rights under Australian Consumer Law, an appropriate remedy may include repair, replacement, re-supply, refund or another remedy required by law.
ISSUES WITH SERVICES
If you believe there is an issue with an event service provided by Piece Of Cake Events, please contact us as soon as reasonably possible so that we have an opportunity to understand and, where possible, address the issue.
Any remedy will be determined having regard to the circumstances and your rights under Australian Consumer Law.
WEATHER & CONDITIONS OUTSIDE OUR CONTROL
Outdoor events and installations may be affected by weather and environmental conditions.
Where weather or other conditions create a safety risk or make an installation impractical, Piece Of Cake Events may need to modify, relocate, delay or discontinue part of an installation or service.
We will endeavour to work with the client and venue to identify a reasonable alternative where practicable.
Any costs already incurred for labour, preparation, products, hire items, transport or third-party suppliers may remain payable, subject to applicable law.
COLOURS, MATERIALS & NATURAL VARIATIONS
Colours displayed on screens, photographs, digital mock-ups and samples may vary from the finished product due to lighting, screen settings, manufacturing batches and material differences.
Flowers, foliage and other natural products may also vary in colour, size, shape and availability.
Reasonable variations of this nature are not necessarily considered faults.
AUSTRALIAN CONSUMER LAW
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law where those guarantees apply.
Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Where you are entitled to a remedy under Australian Consumer Law, those rights will apply regardless of anything else stated in this policy.
CONTACT US
For questions about a cancellation, return, refund, postponement or problem with an order or service, please contact:
Piece Of Cake Events
Email: info@pieceofcakeevents.com.au
Please include your name, order or booking details and a description of your enquiry so we can assist you.