Last updated 23 July 2026

Because our sweets are freshly made to order and perishable, this policy explains payment, cancellations, refunds, and what to do if something isn't right. It forms part of our Terms & Conditions and should be read alongside our Shipping & Delivery Policy. Nothing in this policy limits your rights under the Australian Consumer Law.

Payment

• Full payment is required to confirm your order and begin production. Your order is confirmed once payment is received.
• Payments are processed securely through the methods shown at checkout (including Visa, Mastercard and AMEX).
• Pure Desi reserves the right to refuse any order at its discretion.

Cancellations

• You may cancel for a full refund up to 72 hours before your selected delivery (or pickup) date, issued to your original payment method.
• As everything is freshly made to order, cancellations within 72 hours of your delivery/pickup date cannot be refunded.
• We operate a no changes or exchanges policy — to change an order, please cancel (if still within the window) and place a new one.

If an item is unavailable

Occasionally an item may be unavailable. If so, we'll contact you to arrange an alternative. If you'd prefer not to, we'll refund that item in full to your original payment method. (Pure Desi is not liable for any other associated costs.)

Change of mind

As our products are freshly made and perishable, we're unable to offer refunds or exchanges for change of mind. This does not affect your rights for faulty or incorrect items (below) or under the Australian Consumer Law.

Damaged, incorrect or unsatisfactory orders

Your order should arrive in perfect condition. If it arrives damaged, incorrect, or not of acceptable quality:

• Contact us within 24 hours of delivery at admin@puredesi.shop with your order number and photos of the issue.
• We'll review and make it right with a replacement or a refund, depending on the situation.

This is in addition to any remedy you're entitled to under the Australian Consumer Law.

Storage & consumption

Our sweets are fresh and made without artificial preservatives, so they're best enjoyed soon after they arrive. Please refrigerate as soon as your order arrives and keep chilled until serving. For the best taste and texture, enjoy them within 48 hours of receiving. Kept refrigerated, milk-based sweets generally keep for 3–7 days, depending on the product.

Collection

For orders collected in store, please bring photo ID and your order confirmation email for any order over $100. Orders can't be released without them.

Risk & title

Risk and ownership of the products pass to you on delivery or collection.

Contact us

Questions, or something not right? Email admin@puredesi.shop and our team will help.