Terms and Conditions


We’re very proud of our products at Heavens Bakehouse and we want you to enjoy them too. If you’re not satisfied with your products you can return your order to us for a full refund.

Simply get in touch with us and tell us why you’re not satisfied and we can either organise a replacement product or a refund for the product in question. Please note our Satisfaction Guarantee is offered in good faith and we ask that it only be used in genuine cases where you have been unsatisfied with products.

We reserve the right to request additional information such as photos and refuse a request for a return/refund policy if we believe a customer is abusing the policy.

For more information on refunds, please refer to our refund policy


You may order products by selecting and submitting your order through the Site in accordance with these terms and conditions.

Any order placed through this Site for a product is an offer by you to purchase the particular product for the price notified (including other charges and taxes) at the time you place the order.

We may ask you to provide additional details or require you to confirm your details to enable us to process any orders placed through the Site.

By placing an order, you agree to provide us with current, complete and accurate details when asked to do so by the Site.

All orders placed through this website are for our Collection Service only, we do not offer Delivery at this time, orders placed before 11.30am will be packed and ready for collection from our Keilor East location the following day during Opening Hours (9am to 1pm, Monday to Friday except Public Holidays). Alternate pickup arrangements may be considered in limited circumstances, should you wish to request an alternate pickup arrangement, please contact us to discuss prior to placing your order.


At present Heavens Bakehouse does not offer Delivery on any of our products. Online orders are only available for collection from our Keilor East Location.


We reserve the right to accept or reject your order for any reason, including if the requested product is not available, if there is an error in the price or the product description posted on the Site or in your order.

Each order placed for products through the Site that we accept results in a separate binding agreement between you and us for the supply of those products. For each order accepted by us, we will supply the products in that order to you in accordance with these terms and conditions.

If we reject an order placed through the Site, then we will endeavour to notify you of that rejection at the time you place the order or within a reasonable time after you submit your order.


We may cancel any part of an order (including any orders that we have accepted) without any liability to you for that cancellation at any time if

  1. The requested products in that order are not available; or

  2. There is an error in the price or the product description posted on the Site in relation

    to the relevant product in that order; or

  3. That order has been placed in breach of these terms and conditions.

If we do so, then we will endeavour to provide you with reasonable notice of that cancellation, and will not charge you for the cancelled order if we cancel it before the pickup time or if you are not at fault or in breach of these terms and conditions.

You may cancel an order (whether it is accepted by us or not):

  1. Prior to pick up time, through the site. If so, a $5.00 re- stocking fee may apply to that cancellation; or

  2. In all other circumstances, by contacting us on (03) 9331 5955 during Opening Hours (9am to 1pm, Monday to Friday). In this instance, if you cancel an order:

  • a) Before the day of delivery, then a $5.00 re-stocking fee may apply to that cancellation; and

  • b) On the day of delivery, then we may charge you a re-stocking fee and the charges for any perishable products that were ordered.


    We will charge you, and you agree to pay, the following fees and charges in relation to an order that we accept (as applicable):

    1. The purchase price of each product that is ordered;

    2. A product re-stocking fee of $5.00 for an order that is

      cancelled due to a change in customer’s mind, or through a breach and incorrect use

      of store coupons or vouchers, which will be deducted from the refunded amount.

    3. Any other fees and charges set out in these terms and conditions.

    All fees and charges identified in these terms and conditions and all prices for the products include GST where applicable.

The purchase price of each product is shown on the product list on the Site at the time you place your order. The purchase price of a product on the Site may not be the same or correspond to the prices in other retail locations or our on-site store.

You acknowledge that:

1. We are not required or obliged to match any prices for any products, including matching any prices for a product that is available through the Site at our store on-site or other retail locations or vice versa;

Just like in our on-site store and other retail locations, prices for products change from time to time and we do not provide any notice of these changes. Subject to these terms and conditions, once we have accepted your order, we will not change any prices that apply to the products in that order. If:

  1. A product that you have ordered is not available and we have not provided you with a substitute; or

  2. You cancel an order we will provide you with a refund back within 3-5 business days to your card of purchase to the value of the products that were not supplied to you.


You must pay the fees and charges online using the online payment methods below: We accept the following credit cards:

  1. Visa; Visa Debit

  2. MasterCard; MasterCard Debit

  3. American Express

If we are unable to successfully process your credit card payment for your order that is accepted by us, then we may notify you of dishonour and cancel your order.

You must not pay, or attempt to pay, for products through any fraudulent or unlawful means.

We will provide you with a receipt at the time of delivery which specifies the total fees and charges for the products in the order and the out of stock products including the dollar value refunded to your card of purchase.


You acknowledge that a product that you order may be out of stock or temporarily unavailable. If this happens, then we will not be able to provide you with that product.

If you select the substitute option for some or all of your products in an order, then we will endeavour to provide you with a substitute product:

  1. When the product you have selected is not available; or

  2. If we are not able to supply the product that you have selected to you.

We aim to select substitute products that are of similar value and quality, but we reserve the right not to provide you with a substitute product even if a suitable substitute product is available.

We provide you with an option to obtain a substitute product for most products.

If selected by you, then we will endeavour to provide you with a substitute product where the price for that substitute product is of equal or greater value than the product you selected. If so, then we will charge you the price of the product you ordered rather than the price of the substitute product.

If there are missing items from your delivery, then you should check the receipt that we provided to you to determine if the missing product is marked as out of stock. If so, then we:

1. Will provide you with a credit for the products that were not supplied to the credit card account used to make the purchase.

In all other circumstances, you must contact us within 24 hours of the order pick up and we will take steps to verify and confirm any such missing items. Once we are reasonably satisfied that the item was not delivered to you, then we will (at your option): (i) provide you with a credit to your relevant card account within 3-5 business days for the products that were charged but not delivered to you; or (ii) arrange for a pickup of the missing item at an agreed time.


Please note that Heavens Bakehouse does not offer a refund for change of mind.

If you placed an order on the Site under the terms and conditions and have received a product that is not what you ordered, faulty, or damaged prior to pick up, you may contact us by telephone within 24 hours of the order pickup to make arrangements to return or exchange that product.

In this instance, you may return the product to us at the time during opening hours; upon confirmation that the good/s have been received we will refund your card used to make the initial purchase with the funds being available within 3-5 business days.

You must provide us with the invoice Heavens Bakehouse issued to you for your order to make a claim. If you fail to do so, then we may reject or deny your claim.

Refunds will be processed using the same method that was used to make payment for the order.