Refund & Cancellation Policy
At Ipoh Cakes, every cake is baked fresh and handcrafted specifically for your order. Because our products are highly perishable and require precise kitchen scheduling, we have established the following guidelines for cancellations and refunds.
1. Cancellation Eligibility & Notice Periods
To be eligible for a full refund, you must cancel your order before our kitchen begins the preparation process. Because different cakes require different preparation times, the required notice period depends on the specific item(s) in your order:
- Next-Day / Same-Day Cakes: You must notify us at least 24 hours prior to your chosen delivery/pickup date and time slot.
- 2-Day Preorder Cakes: You must notify us at least 48 hours (2 days) prior to your chosen delivery/pickup date.
- 3-Day Preorder Cakes: You must notify us at least 72 hours (3 days) prior to your chosen delivery/pickup date.
- 5-Day Preorder Cakes: You must notify us at least 120 hours (5 days) prior to your chosen delivery/pickup date.
- Custom & Wedding Cakes: You must notify us at least 7 days prior to your chosen delivery/pickup date.
Note: If your order contains multiple items with different preorder requirements, the strictest (longest) notice period applies to the entire order.
2. How to Request a Cancellation
To cancel an order and request a refund, you must contact us directly in writing via one of the following methods:
- Live Chat: Log into your Account Dashboard and use our 1-on-1 Customer Chat.
- Email: info@ipohcakes.com (Update this if you use a different customer service email)
Please include your Order ID, Name, and the reason for cancellation. Do not use social media DMs (Facebook/Instagram) for urgent cancellations, as they may not be seen in time.
3. Late Cancellations & Non-Refundable Scenarios
If a cancellation request is made after the required notice period has started, our kitchen has already allocated ingredients and begun preparation. Therefore:
- Late cancellations are not eligible for a refund. * Unclaimed Pickups: If you fail to collect your cake from our outlet on your chosen date, the cake will be held until the end of the day. Uncollected perishable goods cannot be refunded or repurposed.
- Failed Deliveries: If our driver is unable to deliver your cake because no one is present to receive it at the scheduled time, no refunds will be issued. Redelivery may be arranged subject to an additional fee.
4. Quality & Defect Refunds
We take immense pride in our baking and decorating. If you believe your cake arrived damaged, defective, or significantly incorrect (e.g., wrong flavor or size), please adhere to the following steps:
- Do not consume the entire cake. We cannot issue refunds or replacements for cakes that have been fully eaten or thrown away.
- Take photos immediately showing the issue clearly.
- Contact us via Chat or Email within 12 hours of receiving your order, providing the photos and your Order ID.
If the error is confirmed to be on our end, we will gladly offer a full refund, partial refund, or a replacement cake at our discretion.
5. Refund Processing Time
If your cancellation or refund request is approved, the funds will be returned to your original payment method. Please note that banking institutions and payment gateways may take 3 to 7 business days to reflect the refunded amount in your account.
Last Updated: [10th June 2026]