Refund/Cancellation Policy


 

"Product", "Products", "Item", and "Items" encompass, but are not limited to, éclairs, mini éclairs, cold brew teas, and all other offerings by Luscious Joy Patisserie.

 

"We" and "Us" refer to Luscious Joy Patisserie and its entire staff.


 

Return / Exchange of Item

 

All of our sales are final and we do not accept returns or exchanges for any products once your order has been processed, the ordered products have been prepared, or the delivery has been scheduled.


 

Cancellations

 

If Purchasers wish to cancel or change an order that has been placed, they must contact us via WhatsApp at least 24 hours in advance of the selected delivery or pickup time. 

 

Cancellation of order will not be possible under the following circumstances:

 

  • if Purchasers fail to contact us 24 hours in advance;
  • on the day the order is scheduled for delivery or pickup; or
  • if the order has been processed, the ordered products have been prepared, or the delivery has been scheduled by the time we receive the cancellation message from purchasers. (The cancellation message is considered received only when our staff has read and responded to the message). 


Refunds

 

All refunds (if applicable) for cancellations or amendments will only be provided in the form of store credit vouchers after we have accepted your cancellation or amendment request.

 

  • The store credit voucher will be sent exclusively to the Purchaser's WhatsApp/email address (the same WhatsApp/email address provided when placing the order). Please refrain from sharing this voucher with others, as we cannot assume responsibility if the store credit voucher is utilised by someone else after being dispatched to the Purchaser's WhatsApp/email address.
  • The voucher remains valid for a period of 6 months and can be redeemed for future purchases with us.
  • As long as there is an outstanding balance and the voucher has not expired, it can be used for multiple purchases.
  • Please note that the store credit voucher cannot be extended beyond its expiry date.

 

Refunds in cash will not be issued when the refund is initiated through no fault of ours.


Products not in good condition?

 

If your ordered products are delivered in unsatisfactory condition, such as melted, loss of their original texture, broken packaging, etc, please contact us within 3 hours of receiving the order via WhatsApp. Include your order number and provide a clear picture or video showcasing the product's condition and the specific defect.

 

All defective or damaged products must be in an unconsumed state or preserved in the condition in which the defect, damage, or issue was initially observed.



Received the wrong products?


If you have received the wrong products in your delivery or collection, please contact us via WhatsApp, providing your order number and attaching a clear picture of the incorrectly sent products (including the order number shown on the packing slip and/or the incorrect products received). All incorrectly sent orders must be in an unconsumed condition to facilitate the exchange for the correct products.


What is the expected outcome? 


We will thoroughly investigate the matter, considering all relevant expertise and evidence pertaining to the delivery or collection. If it is determined that the defect, damage, deformity, negligence, or mistake occurred due to the fault of Luscious Joy Patisserie, we will provide a remedy at our discretion, which may include a full refund in either cash or store credit, a partial refund in either cash or store credit, or  replacement products.

 

However, if it is found that the defect, damage, deformity, negligence, or mistake did not result from any fault on the part of Luscious Joy Patisserie or its delivery partners, no refunds or replacement products will be issued.

 

Luscious Joy Patisserie hereby expressly reserves the unqualified right and discretion to unilaterally modify or amend this refund policy, without any obligation to provide prior notice to any party.