Return and Refund Policy for TEXTURE Pâtisserie
Effective as of: October 2024
At TEXTURE Pâtisserie, we pride ourselves on delivering luxury cakes of the highest quality. Your satisfaction is our top priority, and we aim to provide an exceptional experience and because every cake is made upon order, returns and refunds are not permitted.
We pay very careful attention to all details of our product and make sure it delivers as advertised. However, sometimes there might be some tiny flaws that is unavoidable, such as, the few mm difference on the measurement, the placement of decorative bits, etc
Below is our Return and Refund Policy for online orders.
1. Order Confirmation
All orders are confirmed once payment is successfully processed.
Please review your order details carefully, including the cake size, flavour, delivery date, delivery time and recipient information, before finalising your purchase.
Once your order has been successfully processed, there shall be no refunds and you will not be able to change any details of your order. However, we will try our best to meet your needs for any emergency, if you wish to change anything, please contact us at +(6012) 841 4481.
Changes in the delivery date and or time are permitted only with a prior notice of 48 hours before the delivery or pickup date.
- However, if you do notify us within the 48 hour window, we will do our best to fulfil the change, but there are no guarantees. Do reach out to us via email or WhatsApp us at +(6012) 841 4481to check with us.
- In a case that we are unable to fulfil your change due to the notice being under 48 hours, the initial cake order and delivery date and time will be fulfilled, regardless.
2. Cancellation Policy
A cancellation of an order would need to mutually meet 2 requirements: -
- Notice at least 48 hours before the delivery or pickup date
- Before the order has been processed and prepared (Kindly reach out to us via WhatsApp or email to inquire)
If both conditions are met, the value of the canceled order will be reimbursed in a form of store credit, valid over a period of 6 months.
3. Refund Eligibility
Damaged Items: If your order arrives and you encounter quality defects or issues, kindly contact us within the hour of receiving your order and attach a photo evidence of the issue. Our team will then assess the situation and offer the best solution to the matter at hand. These solutions may include, but are not limited to, a full or partial refund, replacement or store credit.
Delivery Issues: If you receive a product that has been damaged during transit due to our third party delivery service, kindly reach out to us via email or Whatsapp and our team will assess the situation and offer the best solution to the matter at hand. These solutions may include, but are not limited to, a full or partial refund, replacement or store credit.
4. Other Information
- We wish to remind you that the cake(s) purchased need to be kept refrigerated. If you have opted for the self-pickup method, we shall not be held responsible or liable for any damages caused to the cake(s) from the moment you have collected the cake(s) from our store.
- All cakes / pastries (except for strawberry shortcake) will be delivered frozen to have them arrived safely and perfectly to you.
5. Customer Support
If you have any questions or concerns about your order, our Customer Support Team is available to assist you at contact@texturepatisserie.com or WhatsApp us at +(6012) 841 4481
Thank you for choosing TEXTURE Pâtisserie. We are committed to ensuring your cake experience is flawless from start to finish.
