All our products will be delivered by outsourced delivery services. During the delivery transit, all responsibility will be passed between the logistics company and the customer.
Your order/s will be delivered to you on your selected date, and in the event, our delivery partner fails to deliver entirely, we will fully refund the delivery fee should you ask for a refund with the condition that the goods have not been received.
While the runner would like to deliver your item on time, please note that we are not able to promise the delivery time slot you selected as it’s only a preferred guide time, delivery could be earlier or later than your preferred time slot as all deliveries are subjected to traffic condition, weather, and any unforeseen circumstances.
We will not be responsible for any mistake or delay caused by the customer such as an incomplete address, incorrect contact number, or any other incorrect details provided by the customer. This is inclusive if there are no people to receive the item during the delivery (whether during the preferred time slot, or other than the preferred time slot).
Please also ensure that on the delivery date, the receiver's mobile number is reachable. There will be a time where the runner will need to be able to confirm the receiver's attendance at the delivery address before they proceed with the delivery, and there will be a time where the runner will need to be able to contact you when they are not able to locate the correct address you provided and thus need your guidance. In such a case if the receiver’s contact number is not reachable or unanswered, we or our delivery partner will not be responsible for any delay caused by such reasons or circumstances similar to the above.
In the absence of the receiver during the delivery, re-delivery can be arranged at additional cost.
Do check the goods received are in good condition.
Due to the handcrafted nature of our products, we are unable to provide refunds or exchanges.
For self-pick-ups, once you have picked up your order and acknowledged the cake, it is considered as “accepted”. and completed. Please make sure that everything is correct. Refunds requested after acknowledging your cake will not be honored. In some instances, you may bring the product back in for design adjustments but this will be an additional charge if the order has been completed.
All products are the responsibility of the customer once it leaves our shop. We are not responsible for any damage occurring to the cake during transport, set up, or any time thereafter. Keep in mind that cakes are very fragile and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc. We only give refunds in accordance with the refund policies stated below.
The following scenario is the only instance when we will provide a refund:
Please note any refunds made are only applicable for the item purchased excluding the delivery costs.
If you come to our store for pick up or if upon delivery the treats are damaged, we will give you a refund (minus 25% handling/cancellation fee). This refund will be given as a store voucher (no cash/money refunds will be given) NOTE: If we give you a refund, you CANNOT keep the cake. You can only get a refund if you refuse to “accept” the cake. We will NOT negotiate a partial refund if you keep the cake. This is a “take it or leave it” policy. We are not responsible for any expenses you may incur for replacing our cake.
Product flavor and texture are subjective. Refunds requested due to flavor or texture after the cake has been accepted and picked up will not be honored. You may qualify for a percentage of a store voucher if the product is brought back and the quality of the cake flavor or texture is determined to not meet our standards. Cakes must be brought back to us within a timely manner, preferably within 24 hours of pick up - please call or email us promptly to let us know of the issue. Quality determination is solely at the discretion of BakedKL.
Please understand that we cannot issue refunds for cakes that have already been completely eaten. Keep in mind variety in temperature and humidity may impact the flavor, overall design, or texture of the cake to some degree. Please understand we cannot control changes in texture or changes in color or shape due to weather conditions.
*Store voucher percents are based on how quickly the cake is returned, how much has been consumed, and what we determine the quality to be. Store vouchers of any kind will not be issued to customers who do not contact us within 48 hours.
Cancellation / Changes
Changes and cancellations to orders are accepted until 96 hours (4 days) prior to the scheduled pick up time. No refunds will be provided for any payments made on the order no matter the amount - if canceled at least 96 hours in advance we will be happy to transfer any payment made on that order to another order within 3 months from that date. We will provide no other refunds regardless of the circumstances. You will be required to pay the full amount if the order is canceled with less notice. This does not apply to bulk orders or that have contracts.