Returns & Refunds Policy

Fresh food cannot be restocked, so our policy works differently from a clothing shop's. It is built on one principle: if we got it wrong, we fix it quickly and generously.

1. If something is wrong with your order

Tell us within 24 hours of delivery or collection — photos help enormously. If the fault is ours (wrong flavour, wrong inscription, damaged in our delivery, quality below our standard), you choose between a free replacement at the next possible baking slot or a refund, full or partial to match the problem. Refunds are processed within 5 working days to your original payment method.

2. What we cannot refund

• Cakes damaged after handover — during your own transport, or left un-refrigerated at a venue. (Our tropical heat guide helps you avoid this.)
• Taste preference on flavours you selected — "less sweet than expected" is feedback we value, but not a defect.
• Minor visual variation from a photo or sketch, as described in our Terms & Conditions.
• Orders reported more than 24 hours after handover.

3. Cancelling a counter or box order

Cupcake boxes, tea-time boxes and whole counter cakes may be cancelled for a full refund up to 24 hours before the delivery or collection time. Inside 24 hours, the bake is already scheduled and ingredients committed, so we offer store credit valid 6 months instead.

4. Cancelling a custom cake

• More than 14 days before the date: full deposit refund.
• 7–14 days before: half the deposit refunded, or full deposit as store credit.
• Under 7 days: the deposit is forfeit — ingredients, sugar-work and schedule are already committed.

5. Cancelling a wedding or event order

Weddings hold large slots in a small kitchen. Cancellations more than 30 days out receive a full refund of amounts paid minus the tasting fee; 14–30 days out, 50%; under 14 days, amounts paid are forfeit. Postponements are far kinder: one free date change with at least 14 days' notice, subject to availability.

6. If we cancel

In the rare event we must cancel — kitchen emergency, or a delivery made impossible by flood or road closure — you receive a full refund of everything paid, plus a sincere apology and priority rebooking. If a delivery is merely late by more than 60 minutes through our fault, the delivery fee is refunded automatically.

7. How to raise a claim

WhatsApp +6012-518 7304 or email [email protected] with your order number, photos and a short description. A decision-maker — not a script — replies within one working day.

8. Contact

Devwise Bakehouse Sdn Bhd (Company Reg. No. 202302041185 (1524839-P))
No. 23-G, Jalan Telawi 3, Bangsar Baru, 59100 Kuala Lumpur, Malaysia
+603-2282 4917