Refund Policy

Your rights when something isn’t right

1. What You’re Buying, and Why It Matters

Every item on Nan Made is made by hand, by a real woman, in her own home kitchen — not mass-produced and not made by a professional commercial bakery. When you order from a Nan, you’re getting something made with genuine care, and you’re directly supporting an Australian woman’s financial power. We ask every Customer to bring the same warmth to that relationship that our Nans bring to their baking.

We’re committed to every Customer receiving a fresh, genuinely tasty product made honestly and safely. This policy sets out exactly what happens if something goes wrong, and exactly where you and your Nan each stand if a change of plans comes up.

2. Your Consumer Guarantees

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

3. How This Applies on Nan Made

Nan Made is a marketplace connecting Customers with independent Nans. Each Nan is responsible for the quality, safety, and accuracy of her own products. Nan Made facilitates communication and payment, and supports the resolution process, but the underlying contract of sale is between the Customer and the Nan.

4. Once You Place an Order

When you place an order on Nan Made, it is confirmed and paid in full immediately, through Stripe. This isn’t a placeholder or an enquiry — it’s a real commitment, the same as ordering from any bakery, and your Nan will typically begin planning, shopping, or preparing based on it. That’s exactly why the cancellation rules below matter: they protect the time and money she’s already put in on your behalf.

5. Cancellations

We understand life happens, and both Nan Made and our Nans genuinely want to work with you where we reasonably can. But because every order represents real time and real money already committed by a real woman, cancellations aren’t unlimited, and a simple change of mind isn’t the same as a genuine reason.

The general rule

Cancellations must be requested more than 48 hours before your expected pickup or delivery time, for a full refund. Cancellations inside 48 hours are not entitled to a refund, except where the Nan chooses to make an exception.

A genuine reason, not just a change of mind

Cancellations should be for a genuine reason — an emergency, illness, or a real change in circumstances — not simply deciding you no longer want the item. Nan Made and our Nans will always treat a genuine reason with kindness and understanding.

Special occasion cakes

A special occasion cake — a wedding cake, a birthday cake, a cake for a crowd, anything a Nan bakes for one day and one person — is not bought from a basket. You ask her, she names her price and her day, and you say yes. These are the terms you read before you say it, and they are the terms that apply:

Half is paid when you say yes. That is what lets her buy in and set the day aside for you.
The rest is due a week before the day. Your account shows you the day and lets you pay it there.
Change your mind more than four weeks before the day and the half comes straight back to you, in full.
Inside four weeks, the half stays with her, because by then she has begun — her time, her ingredients and a day she turned other people away from. You can still stop the order, and nothing more is owed.
Once the rest is paid, nothing is refundable, except where the Australian Consumer Law says otherwise (see below).
Where the day is less than a week away when you say yes, it is paid in one go, and you have 48 hours from paying to change your mind and have all of it back. After that it is hers to bake.

Money that comes back to you lands the way it left, usually within a few days.

A Nan’s discretion

The timeframes above are Nan Made’s baseline protection for every Nan — not a requirement to refuse flexibility. If she hasn’t yet started your order, a Nan is always free to use her own judgement and work directly with you on rescheduling or another solution — for a sick child, a postponed party, or anything else life throws up. That choice always belongs to her, not to a rigid rule.

6. Quality, Safety, or Description Issues

This is separate from the cancellation rules above, and is never limited by them. If an item you receive is not of acceptable quality, is not fit for its stated purpose, does not match its description, or presents a food safety concern, you are entitled to a remedy under the Australian Consumer Law. This may include a replacement, refund, or other appropriate resolution depending on whether the issue is major or minor — regardless of when you raise it relative to any cancellation window.

A note on what to reasonably expect: Nans are home bakers making with love, not commercial bakeries — small, natural variations in size, shape, or appearance between batches are normal and not a quality issue. Genuine problems with safety, freshness, or accuracy are a different matter, and are always covered above.

7. How to Request a Refund or Raise an Issue

Message the Nan directly through the Nan Made platform, explaining the issue or reason clearly.
Most issues can be resolved directly and quickly between the Nan and the Customer.
If you can’t reach a resolution, or the issue involves a food safety concern, contact Nan Made support at yum@nanmade.com.au and we will assist.

8. Timeframes

Please raise any issue as soon as reasonably possible after receiving your order, and in any event within a reasonable time given the perishable nature of most items.

9. Order Cancellations by a Nan

A Nan may need to cancel an order before starting preparation — for example, due to an ingredient shortage or unforeseen circumstances. In this case, you are entitled to a full refund.

10. Further Help

If a matter cannot be resolved through Nan Made, you may contact your state or territory consumer protection agency, or the Australian Competition and Consumer Commission (ACCC) at accc.gov.au.

11. Contact

For any refund-related question, contact yum@nanmade.com.au.