Returns & Refunds Policy

Our pastries, cakes, breads, and prepared meals are perishable, freshly made-to-order food products. For food safety and hygiene reasons, we are unable to accept returns or exchanges once an order has been delivered or collected. This policy explains the limited circumstances under which we will issue a refund, replacement, or store credit.

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1. Quality Issues

If you receive an order with a quality issue — for example, an item is damaged in transit, is missing from the box, or has a defect that affects edibility — please contact us within 24 hours of delivery or collection. We will:

• Ask for clear photos of the affected item(s) and the packaging where relevant.
• Investigate the issue with our kitchen and delivery teams.
• Offer a refund, replacement, or store credit at our reasonable discretion based on the nature and severity of the issue.

Reports made more than 24 hours after delivery cannot be acted on, as we are unable to assess the original condition of perishable goods after that point.

2. Order Cancellations

You may cancel your order in writing (email or WhatsApp) under the following terms:

Cancellation timing	Refund
More than 48 hours before scheduled delivery / collection	Full refund
24 – 48 hours before scheduled delivery / collection	50% refund (production already begun)
Less than 24 hours before scheduled delivery / collection	No refund (goods baked / packed)

For festive items, custom cakes, or large catering orders flagged as non-cancellable on the product page, the cut-off may be longer. The applicable cut-off is shown on the product page and on your order confirmation.

3. Changes to Orders

Changes to delivery date, address, or quantity may be accommodated up to 48 hours before the scheduled delivery / collection time, subject to availability. After that point we may not be able to make the requested change.

To request a change, contact us as early as possible on WhatsApp +65 9021 9626 or by email at hello@keongsaikbakery.com with your order number.

4. Failed or Refused Deliveries

If a delivery cannot be completed because the address provided is incorrect, the recipient is unreachable, or access is denied, the order is treated as completed. A redelivery may be arranged subject to product freshness and an additional delivery fee. We are not able to issue refunds in these cases.

See our Shipping & Delivery Policy for full details.

5. Allergens & Dietary Notes

Our products are made in a kitchen that handles eggs, dairy, gluten, nuts, sesame, and soy. We follow a no-pork, no-lard policy in our kitchen. If you have a specific dietary requirement or allergy, please contact us before placing your order so we can confirm whether the product is suitable. We are unable to issue refunds for dietary preferences that were not raised before the order was placed.

6. How Refunds Are Issued

Where a refund is approved, we will refund the amount via the original payment method. Refunds typically appear within 5 to 10 working days, depending on your bank or payment provider. Where a store credit is offered as an alternative, it will be issued to your customer account and applied automatically at your next checkout.

7. Contact Us

For all refund and return enquiries, please include your order number and reach us at:

We aim to respond to refund and return requests within 2 working days.