Returns & Refunds Policy

Fresh bakes cannot be restocked, so our refund rules differ from a clothing store's — but they are designed to be fair, fast and free of small print. Here is exactly how cancellations, problems and refunds work at Flowbase Bakehouse Sdn. Bhd.

Cancelling an order

The earlier you tell us, the more we can return, because ingredients are bought and hands are booked against your date:

Notice before your date	You receive back
14 days or more	Full refund, including deposit
7–13 days	Everything except 25% of the order value
3–6 days	Everything except the 50% deposit
Under 72 hours	No refund — baking has begun; we will still offer the finished goods for collection

Event packages follow the same ladder against the deposit percentages in your contract. If we ever cancel — which takes a genuine emergency — you receive a full refund plus a sincere apology, usually edible.

If something is wrong with your order

Tell us within 24 hours of delivery or collection, with a photo of the issue and your order number, to [email protected]. Depending on what went wrong we will offer a remake (where timing allows), a partial refund proportional to the problem, or a full refund for undelivered or seriously defective orders. Refunds are approved or declined within two working days of your report — no weeks-long "investigations".

What we cannot refund

We cannot compensate for damage that happens after handover: cakes transported flat on car seats, left un-refrigerated past our written guidance, or decorated further by someone else. Taste is personal, so "guests preferred chocolate" is not a defect — that is what the tasting box is for. Change-of-mind returns are not possible with perishable goods, consistent with standard practice under Malaysian consumer law.

How refunds are paid

Refunds go back by the method you paid — bank transfer and DuitNow within three working days of approval, card payments within ten working days depending on your issuing bank. We refund in Ringgit Malaysia; any currency conversion differences rest with your bank.

Unclaimed orders

Orders not collected by closing on the agreed day are held chilled for 24 hours and then donated or discarded, as fresh goods cannot be resold. Payment for unclaimed orders is not refundable, though we will always try to reach you before the deadline passes.

Talk to a human

Every refund case is reviewed by a person, not a form. Call +60 3-2110 4382 during counter hours or write to [email protected] — we would far rather fix a problem than argue about it.