Refunds

At Willow Gateaux, we take pride in creating freshly baked goods with love and care. Your satisfaction is our priority. If for any reason you are not completely satisfied with your order, please review our refund policy below:

 

1. Order Cancellation

Orders can be cancelled up to 24 hours before the scheduled delivery or pickup time.

Cancellations made within 24 hours may not be eligible for a full refund due to preparation and ingredient costs incurred.

Eg. If you made an order today and to be delivered the following day, cancellations may not be eligible for a full refund because preparation and baking process has begun. 

 

2. Refund Eligibility

We offer refunds or replacements under the following conditions:

a. The item received is incorrect or not as described.

b. The product arrives damaged or spoiled. (kind show us a photo or video of the condition of the cake.)

 

Refunds will not be issued for:

a. Change of mind.

b. Orders not collected or received due to customer oversight.

c. Custom orders once production has begun.

 

3. How to Request a Refund

To request a refund, please contact us within 12 hours of receiving your order. Include:

a. Your order number

b. A clear description of the issue (kindly provide photo or video of the condition of the cake)

You can reach us at:

Email: willowgateaux@email.com

Phone/WhatsApp: [your contact number]

 

4. Refund Processing

If approved, refunds will be processed to your original payment method within 7–10 business days. For replacements or store credit, we will arrange accordingly based on your preference.

 

5. Exceptions

We can't provide refunds for delay of deliveries as we are using outsource parties for the delivery and it is beyond our control for such circumstances.