Order Cancellation, Return & Refund Policy

 

Order Cancellation Policy

We understand that plans may change. However, once an order is placed, preparation and logistics begin promptly to ensure product freshness and delivery standards.

  • A 3.5% cancellation fee applies to all cancellations, to cover transaction charges imposed by our payment providers.

  • If you cancel your order within 14 days of your scheduled delivery, a 60% cancellation fee will apply, in addition to the 3.5% merchant charge, as your order would have already entered preparation and fulfilment stages.

  • To avoid these charges, please arrange any cancellations or changes well in advance.

Delivery Date Change Policy

  • Delivery date changes must be requested at least 48 hours before the scheduled delivery date.

  • All changes must be acknowledged by our staff; if not acknowledged, delivery will proceed as originally scheduled.

  • The Company reserves the right to reject changes if they are not feasible, as our mooncakes are baked/prepared/packaged 2–3 days in advance to ensure maximum freshness.

  • For urgent requests, please contact via What’s App +65 8890 9055.

Return & Refund Policy

We take great care in ensuring your order is accurate and arrives in perfect condition. Should any issue arise, we’re here to help.

We Accept Exchanges or Refunds If:

  • You received a wrong item

  • An item is missing

  • Your mooncakes arrived damaged or crushed

If any of the above occurs:

  • Please contact us within 60 minutes of delivery so we can investigate and resolve it promptly.

  • Provide clear, close-up photos and/or videos of the issue for verification.

  • If your request is made after 60 minutes, we will review it on a case-by-case basis.

Exchanges or Refunds Will Not Be Accepted If:

  • The item has been opened or is not in its original condition

  • You wish to change your order due to preference or flavour

  • The issue arises from improper handling or storage after delivery

We reserve the right to decline unreasonable claims or requests that fall outside the above policy. Customers who repeatedly make abusive or dishonest claims may be restricted from future purchases at our discretion.