Refund and Cancellation

At KLCG Confectionery and Bakery, we are committed to your satisfaction. We believe that delivering exceptional products and services is not just a goal but a fundamental principle that drives everything we do. Our unwavering commitment to customer satisfaction sets us apart and ensures that your experience with us is nothing short of outstanding.

If your items arrive damaged, melted, or in any defective state, please contact us within 2 hours of receiving your order. Kindly include a clear photo or video illustrating the issue and send to the live chat. We’ll swiftly address the matter and ensure your satisfaction.

Due to the perishable nature of our baked goods, we regret to inform you that we cannot accept returns. If you’ve encountered any issues with your order, please don’t hesitate to contact us via live chat and inform us of the situation. We are committed to making it right and ensuring your satisfaction to the best of our ability.

To cancel or amend an order, please contact us via live chat for your request. Ensure to submit your request at least 24 hours in advance for same-day orders and 48 hours in advance for 1-day preorders. Please note that orders scheduled for same-day delivery or pickup, or those that have been processed, cannot be cancelled. Thank you for your cooperation.

Approved refunds or cancellations will be issued as store credit vouchers, which will automatically be credited to your account profile for future purchases. These points will remain valid for one year, ensuring you can conveniently utilize them for your next order.

For freshness, we bake-to-order and try to minimize the time our baked goods are in transit.

We try our best to deliver orders as requested and recommend avoid selecting a time slot during peak traffic hours.

While we do our best to deliver your order on the time slot you select, the carrier may experience unexpected delays. No refunds will be issued for late deliveries caused by circumstances beyond our control.

Upon receiving your complaint, we will conduct a comprehensive investigation, taking into account all relevant details and circumstances. Based on our findings, we will determine the most suitable course of action, which may entail a full or partial refund, issuance of store credit, or provision of a replacement item, at our discretion.

Your understanding and cooperation are greatly appreciated. Rest assured, your satisfaction remains our utmost priority, and we are committed to resolving any issues promptly and effectively.