At SST Bakery, we are committed to providing our customers with the best quality products and services. However, if you are not completely satisfied with your purchase, we have established the following Return and Refund Policy to ensure a smooth and transparent process.
1. Eligibility for Refunds
Refunds may be requested under the following circumstances:
- Quality Issues: If the product you received is damaged, spoiled, or otherwise not up to the quality standards expected from SST Bakery.
- Incorrect Items: If you received an incorrect order or if items are missing from your delivery.
- Late Delivery: If the delivery is significantly delayed beyond the expected time frame and this delay impacts the quality of the product.
2. Refund Process
- Initiation: Refund requests must be made within 24 hours of receiving the product. Please contact our customer service team via our website, app, or in person at any SST Bakery location.
- Assessment: Once your refund request is received, our team will assess the issue based on the nature of your complaint, product condition, and any relevant evidence (e.g., photographs of the product).
- Resolution: If your request is approved, a refund will be initiated in your SST Bakery Wallet within 24 hours.
3. Conditions for Refund
To be eligible for a refund, the following conditions must be met:
- Product Condition: The product must not have been consumed or significantly altered (e.g., removed from original packaging, partially eaten, etc.).
- Time Frame: Refund requests must be placed within 24 hours of delivery.
- Proof of Purchase: You must provide proof of purchase, such as an order number or receipt, to facilitate the refund process.
4. Refund Method
- SST Bakery Wallet: All refunds will be processed as credit to your SST Bakery Wallet. This credit can be used for future purchases at any SST Bakery location or online.
5. Non-Refundable Items
- Custom Orders: Refunds are not applicable for custom orders, including specially designed cakes and large catering orders, unless there is a quality issue as per the conditions above.
- Gift Cards: Gift cards are non-refundable and cannot be exchanged for cash.
6. How to Request a Refund
- Online: Visit our website or use the SST Bakery app, navigate to the "Order History" section, and select the order you wish to request a refund for. Follow the prompts to submit your request.
- In-Person: Visit any SST Bakery location with your proof of purchase and the product in question. Our staff will assist you with the refund process.
7. Customer Service Contact
For any questions or concerns regarding this policy, please contact our customer service team at support@sstbakery.com
