Your Satisfaction is our commitment 

At XIN SHAN BAKERY, we're committed to ensuring you have a delightful experience with us. While all sales are final, we acknowledge that sometimes things don't go as planned. Below are the steps we take to address these situations:

Refunds

• Item Not in Good Condition: Should your items arrive in less than perfect condition (e.g., melted, broken, defective), contact us within 2 hours of receiving them. Include a clear picture or video illustrating the issue and email it to xs.bakes@gmail or whatapps to +60106637730.
• Received the Wrong Items: In the unlikely event that you receive an incorrect order, notify us within 2 hours. Provide a clear picture of the incorrect items alongside your order number. The items should be unconsumed and in the condition, they were received to qualify for a refund or replacement.

Cancellations

• Advance Cancellations: Orders can be canceled up to 24 hours in advance for preorders.
• No Cancellations: Orders due for delivery/pickup or those that have been processed (e.g., the cake has been prepared or delivery arranged) cannot be cancelled.

Refund Process

• We will either offer a replacement or issue a full refund, depending on your request.

How to Cancel an Order

Should you wish to cancel or amend an order, please contact us via whatapps +60106637730.

Exceptions

• Delivery Delays: No refunds will be issued for late deliveries caused by circumstances beyond our control.
• Out-of-Stock Items: In the unlikely event that an item you ordered is out of stock and we cannot fulfil it as promised, we will promptly notify you. You will  receive a full refund to your original payment method.

Resolving Your Concerns

After carefully reviewing all relevant details and circumstances related to your complaint, we will decide on the best course of action. This may include offering a full or partial refund or a replacement item, at our sole discretion.

We appreciate your understanding and cooperation with this policy.