Terms of service

 

Order change & cancellation 

An order may be changed or cancelled at any time before the pre-order cut-off (12pm on the Thursday before market day) for a full refund to the original payment method. Once the cut-off date has passed, the order is confirmed for production and can no longer be changed or cancelled.

If Pépite Rose needs to change or cancel a confirmed order (for example, due to a production or supply issue), we will notify the customer as soon as possible and offer a full refund or a suitable substitute.

 

Collection at markets:

Pre-orders can be collected during the market trading hours on the specified pick-up date. Reserving the order for collection means it isn't available for sale to other customers during that time, and by the end of trading, unsold or uncollected stock can no longer be resold. For this reason, we're unable to provide a refund for orders not collected within the pick-up window.

 

Pick-up

For orders arranged for pick-up outside a market, collection will take place at a location confirmed with the customer. The applicable pick-up location, date and collection window will be confirmed to the customer before collection. The customer must collect the order within the confirmed collection window. If you’re unable to collect during that time, please contact us as soon as possible to discuss arrangements.

 

Delivery

For deliveries, the customer must provide clear and accurate delivery instructions, including where to leave the order if the customer isn’t present. Where a delivery cannot be completed due to inaccessible premises or inaccurate instructions provided by the customer, Pépite Rose is unable to provide a refund. This does not apply where the delivery issue is due to an error on Pépite Rose’s part.

 

Market cancellation due to an unforeseen event

If Pépite Rose must cancel a market due to unforeseen circumstances (such as weather, venue issues, or illness), the customer will be offered the choice of a full refund or a credit valid for 3 years.

 

Order or quality issues

If there is a genuine problem with an order — such as an incorrect, damaged, or missing item — please let us know as soon as possible. As our production is tied to specific dates, Pépite Rose will agree a fix with the customer (replacement, credit, or refund) within a reasonable time, which may mean, for instance, resolution at the next available market date.

 

Customer rights

Nothing in this policy limits or excludes the customer’s rights under the Australian Consumer Law.

 

Allergen disclosure

All Pépite Rose products contain gluten, egg, and dairy. Our pralines and financiers contain almonds and hazelnuts. Please contact us before ordering should you have any allergies or intolerances, as our kitchen handles tree nuts and we cannot guarantee any product is free from allergen traces.

 

Shelf life / storage guidance

Please refer to the product page for consumption and storage instructions after collection or delivery. Pépite Rose cannot be held responsible for quality issues arising from incorrect storage after pick-up or delivery.

 

Substitution/availability clause

In the rare event an ordered item becomes unavailable, we will contact you to offer a substitute or a full refund before your order is finalised.

 

Privacy policy

 

Prices and contact

All prices are in Australian dollars (AUD) and include GST. For any question about an order, please email contact@pepiterose.com.