Refunds & cancellations.

The short version

If something's wrong with your order — wrong, late, cold, missing — tell us at the counter or by phone the same day, and we'll either remake it or refund it. We want you happy.

Online orders

• Cancellations. If you need to cancel, call us on 0459 096 481 as soon as you can. If we haven't started making it, we'll refund the full amount. If we've already started, we'll refund what we can.
• Issues with food or drink. Tell us at pickup or within 24 hours. We'll remake the item or refund it, your choice.
• Unclaimed orders. Orders not collected by close of business on the same day are discarded. Refunds are at our discretion in this case — most of the time we'll cover it, but please don't make a habit of it.
• Processing time. Refunds typically appear on your card within 5–10 business days, depending on your bank.

Gift vouchers

• Vouchers are non-refundable once issued, except where required by Australian Consumer Law. If you bought one in error or want to cancel before the recipient redeems it, contact us within 24 hours and we'll do our best.
• Vouchers expire three (3) years from the date of purchase.
• If a voucher is refunded (by us or via your bank), the code is automatically deactivated and can no longer be redeemed.
• Lost or stolen vouchers may not be replaceable. Treat the code like cash.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a refund or replacement for a major problem with goods or services and to compensation for other reasonably foreseeable loss or damage.

How to request a refund

The fastest path is in person at the counter or by phone the same day. For everything else, email hello@smithsbeachcafe.com.au with your order or voucher reference and we'll come back within a working day.