Refund policy

Cancellations

If you need to cancel your CHUWY order, please get in touch with us as soon as possible.

Because every order is baked fresh on the day of delivery, we’re happy to provide a full refund if your order has not yet been prepared or baked.

Once we have started preparing your order, we cannot guarantee that a cancellation or refund will be possible.

Returns

Because CHUWY brownies are freshly baked and perishable, we do not accept returns or exchanges for change of mind.

If there is something wrong with your order, please contact us and we’ll do our best to make it right.

Nothing in this policy affects your rights under the New Zealand Consumer Guarantees Act.

Address errors

Please double-check your delivery address before placing your order.

If you notice an error, contact us as soon as possible and we’ll update the address where possible.

Because CHUWY orders are personally delivered, we may be able to redirect your delivery if you contact us before we reach you. However, if we have already attempted delivery to the address provided, we cannot guarantee a replacement, redelivery or refund.

Any additional delivery required because an incorrect address was supplied may incur another delivery fee.

Delivery

Every CHUWY order is baked fresh and personally delivered by Sophie on the same day.

Orders placed before 2:30pm are eligible for same-day delivery where available. Deliveries begin from 6:30pm.

While we do our best to deliver every order as planned, exact delivery times may vary depending on the number of deliveries, traffic and circumstances outside our control.

If we are unable to fulfil or deliver your order due to an issue on our end, we’ll contact you and arrange a replacement, alternative delivery time or refund as appropriate.

CHUWY currently does not offer standard rural delivery. If you live rurally and would like to order, please contact us before placing your order and we’ll see what we can do.

Nobody home / failed delivery

Please make sure someone is available to receive your order or that there is a suitable and safe place for us to leave it.

If nobody is available, we may leave the order in a safe location where appropriate.

If we cannot safely deliver your order because we cannot access the property, there is no suitable place to leave it, or the delivery information provided is incomplete, we will try to contact you.

A redelivery fee may apply if another delivery attempt is required.

Damaged or incorrect orders

We want every CHUWY order to arrive exactly how it should.

If your brownie arrives damaged, you receive the wrong order, or there is another problem with the product, please contact us as soon as possible on the day of delivery.

Where possible, please include a photo of the issue so we can assess what has happened.

Depending on the circumstances, we may offer a replacement, redelivery or refund.

After delivery

Once your order has been successfully delivered to the address provided or left in an agreed safe location, please bring it inside and store it appropriately as soon as possible.

CHUWY cannot be responsible for damage, theft or deterioration that occurs after successful delivery where this was not caused by CHUWY.

Other issues

If something hasn’t gone to plan, please contact us. CHUWY is a small business and every order is baked and delivered personally, so we’d much rather have the opportunity to sort out an issue properly.