Delivery and refund policy.
How delivery works, what happens if an order is wrong, and where the specific terms for your order live. This policy applies to every bulk order we accept.
Your quote is the contract
Everything we make is produced against a confirmed order, so there is no standard basket and no single set of numbers that fits every order. The commercial terms that govern your order are the ones written on your accepted quote: the delivery window, the delivery location, any delivery charge, the payment terms and the cancellation terms.
This page sets out the framework those quotes work within. Where the two ever appear to disagree, the accepted quote takes precedence, because it was written for your specific order.
Made to order
Nothing is produced before it is ordered and confirmed.
Bulk only
We do not sell single pieces and there is no walk-in collection of stock.
Written terms
Delivery window, charges and cancellation terms are stated on your quote.
Delivery
Delivery is scheduled against your order rather than dispatched from stock, so the arrangements are agreed before production rather than after it.
Scheduling
Your delivery date and window are agreed at the quote stage and confirmed when you accept. For events we schedule against your service time rather than the date alone, so tell us when the product needs to be on the floor, not just which day.
Coverage and charges
Where we deliver, and whether a delivery charge applies to your location, are stated on your quote. If your location falls outside what we can serve directly, we will tell you at the quote stage rather than after you confirm.
Receiving the order
Someone must be available to receive the delivery within the agreed window. Please check the quantity and condition on arrival. Signing for a delivery confirms that the order arrived in the quantity stated and in visibly acceptable condition.
If nobody is available
If we cannot complete a delivery because nobody is there to receive it or access is not possible, we will contact you immediately. Because the product is perishable, a second delivery attempt is not always possible on the same day and may be chargeable. This is stated on your quote.
Split and multi-venue delivery
If one order needs to reach two venues or two dates, tell us at the quote stage. Splitting a delivery after confirmation is not always possible and may change the price.
Refunds and replacements
Because every order is made to your specification, the position differs depending on what went wrong. These four cases cover almost everything.
The product is defective or not what was ordered
Tell us on delivery or the same day. We will replace the affected items where the timing allows, or refund them where it does not. This is the case we treat most urgently, because you usually have an event to run.
The quantity is short
We will make up the shortfall if the timing allows, and refund the difference if it does not. Please raise it on delivery, while the count can still be verified by both sides.
Change of mind
Made-to-order food cannot be resold, so change of mind after production has begun is not refundable. Before production begins, see cancellations below. This is the reason we quote in writing first.
Late delivery
If we deliver outside the agreed window and that materially affects your event, tell us. What we do about it depends on the circumstances, and we would rather discuss it than point at a clause.
Nothing in this policy limits your statutory rights under Malaysian consumer protection law, including your rights in respect of goods that are not of acceptable quality.
Cancellations and changes
Before production begins, a cancellation is usually straightforward and the terms are those stated on your quote. Once production has begun, ingredients and a production slot are already committed to your order, and a cancellation at that point is treated differently. The exact terms for your order are on your accepted quote.
Changes follow the same logic. Quantity can often be adjusted if you ask early. Dates depend on whether another slot exists, which in festive weeks it often does not. A change of packing format after confirmation is a new quote rather than an adjustment. The ordering process
After delivery
Once an order has been received and signed for, responsibility for storing and handling it passes to you.
Storage
Storage conditions and shelf life for your batch are stated on your quote, because both depend on the product and the packing format you chose. We cannot be responsible for product that has been stored outside those conditions.
Handling and repacking
If you repack, re-portion or re-brand the product after delivery, that work is outside our control and outside this policy. If you are planning to do any of it, tell us at the quote stage and we will advise whether the format suits it. Delivery and packaging
Allergens and ingredients
Ingredient and allergen information for your batch is provided with your order. If anyone in your service has a specific requirement, raise it before you confirm rather than after delivery.
How to raise a problem
Contact us directly and immediately. Because the product is perishable, the evidence disappears quickly, so a problem raised on the day can be resolved in ways that the same problem raised a week later cannot. Photographs of the affected items help considerably.
You will be speaking to the kitchen that produced your order rather than to a mailbox, which means the person answering can usually make a decision rather than open a case. If your event is still running, say so first. We will deal with the immediate problem before discussing anything else. Contact us
Questions about these terms
If anything here is unclear, or your procurement process needs these terms in a different form, ask before you place an order rather than afterwards. We would rather settle it in writing at the quote stage.