A confirmation email will be sent to you once you placed your order on soobakery.com. Soo Bakery will fulfil the order in accordance with details in the confirmation email.

Please bear in mind that we do not provide returns or refunds for order cancellations due to customer’s change of mind.

Firstly, we are very sorry for the inconvenience caused! We have a very small team and sometimes we work around the clock to provide you with the best service. If we’ve made a mistake unintentionally, kindly forgive us and let us make it up to you. Our customer service is always here to assist you. In the event that your order has been incorrectly delivered or the order is incomplete, we will provide you a replacement on our cost or a partial refund for the missing item.

We are very sorry for the inconvenience caused! We minimize the risk of parcel being mishandled during delivery by using paper box packaging. However, we are unable to control the shipping & logistics process but fret not! You can contact us and we will attend to the matter immediately.

At Soo Bakery, we value our customers and strive to ensure satisfaction with every purchase. However, in rare circumstances where we are unable to fulfill your order or if a valid refund is deemed necessary, the following conditions apply:

Conditions for a Refund:

• Refunds are eligible in the event of non-fulfillment of an order, such as unavailability of items or incorrect orders received.
• Requests for refunds due to dissatisfaction with product quality must be accompanied by proof (e.g., photographs or the return of the product).
• Refund requests must be made within 8 hours of the the receipt of the product.

Refund Process:

• Once a refund is approved, we will notify you promptly and process the refund using the original payment method. This ensures secure tracking of the transaction.
• Refunds will be completed within 3 – 14 business days, depending on your payment provider’s processing time.

Important Notes:

• In cases where a refund cannot be processed due to incorrect customer information, we will reach out to resolve the matter.

Customer Disputes:

• Customers are encouraged to contact us directly for any refund concerns to ensure prompt resolution.
• Failure to process refunds correctly may result in disputes for unprocessed credits, for which the merchant shall be held liable.

Kindly be informed that the refund process will take 3 – 14 working days.