Pattison’s Patisserie

Online Ordering

Terms and Conditions

Last updated: 12/02/2026

 

Pattison’s Patisserie online ordering platform is operated by Hamnavy Pty. Ltd. trading as Pattison’s Patisserie Fine Bakery & Cafe (ABN 72 070 055 784) of Unit 25/14 Yatala Road, Mount Kuring-gai NSW 2080 (“Pattison’s Patisserie”, “we”, “us” or “our”).
By placing an order through our website or online ordering platform (“Online Ordering Platform”), you agree to these Terms and Conditions.

These Terms and Conditions apply to all orders placed for pickup at participating Pattison’s Patisserie stores within Australia.

  1. Eligibility

  • Online ordering is available to residents of Australia for pickup at participating Pattison’s Patisserie stores.
  • Individuals under 18 years of age must have parental or guardian approval to place an order. The parent or guardian must read and consent to these Terms and Conditions.
  • We reserve the right to refuse or cancel orders at our discretion.

  1. Store Selection

  • Customers must select their local participating Pattison’s Patisserie store when placing an order.
  • All products must be collected from the selected store.
  • It is the customer’s responsibility to ensure the correct store location is selected before completing checkout. Orders placed at an incorrect store location may not be transferred or refunded.

  1. Order Lead Time

  • Customers must allow a minimum of three (3) full days from the date of placing an order to the requested pickup date.
  • Orders placed with less than three (3) days’ notice may be declined.
  • Cut-off times may apply and vary between stores. We reserve the right to adjust preparation and dispatch time requirements during peak periods.

  1. Order Confirmation

  • An order is not confirmed until payment has been successfully processed and a confirmation email or receipt has been issued.
  • If you do not receive confirmation, please contact us prior to your intended pickup date.
  • We reserve the right to cancel any order due to product unavailability, pricing errors, technical issues, or suspected fraudulent activity. In such cases, a full refund will be provided.

  1. Product Availability and Substitutions

  • All products are subject to availability.
  • If a product or component becomes unavailable after an order has been placed, we reserve the right to substitute an item with a product of equal or greater value. Where a substitution is not suitable, we may contact you to arrange an alternative or provide a refund.
  • Product images displayed online are for illustrative purposes only. Decoration, presentation, colours and finishing details may vary.

  1. Pricing and Payment

  • All prices are listed in Australian Dollars (AUD) and include GST where applicable.
  • Full payment is required at the time of placing the order.
  • We reserve the right to change pricing at any time without notice. Pricing changes will not affect confirmed orders.
  • We are not responsible for pricing errors due to technical or system faults and reserve the right to cancel orders affected by such errors.

  1. Pickup

  • Orders must be collected from the selected store on the nominated pickup date and within the store’s trading hours.
  • Customers must present proof of order confirmation (digital or printed) upon collection.
  • If an order is not collected on the nominated pickup date, we are not responsible for product quality, freshness, or suitability beyond that date.
  • Orders not collected on the nominated day may be disposed of at our discretion and are not eligible for refund.

  1. Cancellations and Refunds

Due to the perishable nature of our products, the following cancellation policy applies:

  • Orders cancelled with more than 48 hours’ notice prior to the nominated pickup date may be eligible for a refund.
  • Orders cancelled within 48 hours of the pickup date may not be eligible for refund.
  • Custom or personalised cake orders may be non-refundable once production has commenced.

Cancellation Process

  • To be valid, a cancellation request must be made directly with the selected store from which the order is to be collected.
  • Cancellations and refund requests cannot be processed through the Online Ordering Platform or mobile app.
  • As payments are processed through each store’s individual Tyro E-commerce facility, refund requests must be handled by the relevant store directly. It is the customer’s responsibility to contact the store during trading hours to request a cancellation.
  • A cancellation is not considered confirmed until the store has acknowledged the request.

Refund Processing

  • Where a refund is approved, it will be processed by the relevant store to the original payment method used at the time of purchase.
  • Refund processing times may vary depending on the customer’s financial institution and Tyro E-commerce processing timeframes.
  • Nothing in these Terms and Conditions excludes rights available to you under the Australian Consumer Law.

  1. Allergens and Dietary Information

  • Our products may contain or come into contact with common allergens including but not limited to nuts, gluten, dairy, soy, and eggs.
  • While we take reasonable care in handling and distribution, we cannot guarantee that any product is free from allergens.
  • Customers with allergies or dietary requirements should contact us prior to placing an order.

  1. Limitation of Liability

  • To the extent permitted by law, Pattison’s Patisserie is not liable for any loss, damage or injury suffered in connection with the use of the Online Ordering Platform or the purchase or consumption of products, except where liability cannot be excluded by law.

We are not responsible for:

  • Technical malfunctions of the Online Ordering Platform
  • Delays caused by circumstances beyond our reasonable control
  • Incorrect information provided by customers

  1. Force Majeure

  • If the Online Ordering Platform or store operations are disrupted due to circumstances beyond our reasonable control (including but not limited to natural disasters, power outages, supply chain disruptions, state of emergency, or government restrictions), we reserve the right to modify, suspend or cancel orders without liability.

  1. Privacy

  1. Amendments

  • We may amend these Terms and Conditions at any time. Updated versions will be published on our website.
  • Continued use of the Online Ordering Platform constitutes acceptance of any changes.

  1. Governing Law

  • These Terms and Conditions are governed by the laws of New South Wales, Australia.