CakesCrush Policies

Cancellation Policy

At CakesCrush, we understand plans can change. However, to manage our schedule fairly for all customers, we kindly ask for your cooperation with the following:

• Cancellation Notice
  Please inform us at least 72 hours (3 days) in advance for any cancellations or rescheduling. To cancel or reschedule, kindly contact us via WhatsApp during business hours.
• Refunds / Credits
  All payments are non-refundable. However, we may offer store credit for future orders (case-by-case basis).
• Late Changes / No-Shows
  Late notice or no-shows may be treated as a cancellation. This may affect eligibility for rescheduling or credit.
• Deposits (Bulk Orders / Special Orders)
  For bulk or special orders, a 50% deposit may be required to secure your booking. This will be deducted from your total bill or handled according to our cancellation policy.

Delivery Policy

• We mainly use third-party delivery (Lalamove – car only) to ensure safe handling of cakes.
• Customers may also arrange self pick-up via Lalamove/Grab from our location at Ken 2 Damansara.
• Please ensure you book a car (not motorbike) for safe delivery of cakes.

Damage Policy

• As soon as our baked goods leave our doors, we take utmost care to deliver them to you in their perfect conditions. If the parcel has gotten damaged en-route, please call us as soon as you receive it. Do not ask the rider to leave until you have talked to one of our representative, we may ask you to send it back along with the rider.
• It is our prime goal to never let down the expectations of our customers; hence if we have the time on hand, we will make sure that we do our best to fix the damage caused from our side and somehow adjust the problem.
• If you have yourself picked the order yourself or sent someone to pick it up on your behalf, then it is not at all our responsibility for any damage incurred.
• If the customer brings a damaged cake back to the bakery for repair, extra charges will be applied as per the amount of fixing it needs.
• Under special requests our team can bring the order back to our bakery if no one was able to accept the package - but another delivery fee will be processed before we leave again with the desserts.
  
  

Weather & Delivery Delays

• During bad weather conditions (heavy rain, storm, flood, etc.), delivery delays may happen as we rely on third-party riders. These delays are beyond our control, and we are unable to take responsibility for late deliveries in such cases.
  
  If necessary, we strongly recommend rescheduling delivery for safety reasons.
  
  
• Should this occur to a level that you deem unacceptable, please do inform us immediately with images to support your claim so that we can arrange for a partial refund.
  
  Please note that you will need to send us photos of the damaged product within 2 hours of receipt in order to be eligible for a partial refund. If we are to a partial refund, please note that it will take up to 10 business days to process and transfer the funds into your account.