A. CANCELLATIONS

1. Cancellations requested more than 48 hours before the scheduled delivery or collection time are eligible for a refund.
2. Approved refunds will be returned through the original payment method and may take approximately 3–14 working days, depending on the bank or payment provider.
3. Cancellations made within 48 hours of the scheduled delivery or collection time are non-refundable because ingredients, production time and delivery arrangements may already have been committed.
4. Failure to collect an order or receive a scheduled delivery does not qualify for a refund.

B. ORDER CHANGES

1. Changes must be requested at least 48 hours before the scheduled delivery or collection time.
2. All changes are subject to product availability and production capacity.
3. The revised order must be of the same or higher value. Any additional amount must be paid before the change is confirmed.
4. Reducing an order’s quantity or value does not create a refund or credit for the difference.

C. PRODUCT PROBLEMS

1. General product-quality problems must be reported within two hours of receiving or collecting the order.
2. For delivered orders involving visible damage, missing items or incorrect items, the one-hour reporting period in the Delivery & Cake Care Policy applies.
3. Reports must include the order number, a description of the problem and clear photographs of the product, packaging and order label, if available.
4. Customers should retain the affected product and packaging until the assessment is completed.
5. Claims may be difficult to assess if the product has been substantially consumed, altered or discarded.

D. REMEDIES

1. Each eligible report will be reviewed individually.
2. Depending on the verified issue, Chaleur Atelier Patisserie may provide a correction, replacement, store credit, partial refund or full refund.
3. If Chaleur Atelier Patisserie cannot fulfil a confirmed order, the customer may choose a rescheduled order, store credit or a refund of the affected amount.

E. NON-REFUNDABLE CIRCUMSTANCES

Refunds will not normally be provided for:

1. Change of mind;
2. An incorrect product, size, flavour, date or delivery option selected by the customer;
3. Personal dislike of a flavour or texture that is consistent with the product description;
4. Failure to collect or receive an order;
5. Incorrect or incomplete delivery information;
6. Mishandling or improper transportation or storage after handover; or
7. Failure to follow the published cake-care instructions.

F. CONSUMER RIGHTS

Nothing in this policy limits any consumer guarantee, right or remedy that cannot legally be excluded under applicable Malaysian law.