Order Acceptance Policy
All orders and other requests received are subject to acceptance by SNNL SOLUTIONS (legal entity for Sugarcoaster), and any of its personnel, reserve the right, at our absolute discretion, to reject any order without providing reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.
Delivery of your order
WE DO NOT PROVIDE SAME DAY DELIVERY. All orders must be made in a minimum of 4 days of notice. Delivery service is provided by third party provider. The delivery cost shown in this website is subjected to the provider`s charges.
Changes to your order
If you wish to make any changes your order, please do so by contacting us at +6018 274 0311 or via call or Whatsapp (Mon-Sat, 9:00 AM-6:00 PM). We will always do our best to make last-minute changes for you, but we can only guarantee changes (including to updating the delivery address and in relation to card messages) if changes are requested 24 hours before the intended delivery day.
Cancellation policy
Cancellation must be made (1) day before the intended delivery day and a full refund will be issued. You can cancel by contacting us via phone +6018 274 0311 (Mon-Sat, 9:00 AM – 6:00 PM).
Product and Substitution Policy
All Products are subject to availability. In the order of any supply difficulties, we reserve the right to substitute a Product of equivalent value and quality without any prior notice. In terms of product requests, we will try to fulfill all requests to the best of our ability. We will try to accommodate the request subject to the availability of the color.
Payments
We accept FPX Payment and Malaysian Based Credit Cards. In order to offer the best security, all our payments are processed securely via various payment gateways like Billplz and Stripe.
Prices and Additional Charges
Delivery charges will added at the checkout when you select the preferred Delivery Options.
Delivery Charges
- Deliveries can be done on Mondays to Saturdays.
- Timed deliveries are not available.
- Although our team will always try our best to ensure punctual delivery for our customer, Sugarcoaster cannot be held responsible if a delivery arrives late due to any circumstances impacting the availability of the courier service that we use or anything else outside of Sugarcoaster`s control.
- In the event of a non-delivery, please contact us at +6018 274 0311 (Mon-Sat, 9:00 AM – 6:00 PM). It is the customer’s responsibility to contact us within one (1) day (24 hours) of the scheduled delivery date in order to claim a refund. Failure to do so will result in the lapse to any rights of a refund.
- In the event where the delivery location is too remote or unreachable by our branch, we will contact you before the intended delivery date to offer a full refund and cancellation of your order. We are not able to deliver to PO boxes.
- We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.
- If you change address, you must update your address details, please contact us at +6018 274 0311 (Mon-Sat, 9:00 AM – 6:00 PM) to ensure that no deliveries are sent out to the wrong address. Please ensure this is done 24 hours or one (1) day before the intended delivery date / slot. We are unable to provide refunds for any deliveries sent to the wrong location where we have not received advance notice in accordance with this paragraph.
Damage
Our cakes are packaged to ensure they arrive as beautiful and as fresh as when they left us. However, on a small number of occasions (and for reasons beyond our control) they may get damaged during transit. Should this occur to a level that you deem unacceptable, please contact us at +6018 274 0311 to inform us immediately with images to support your claim so that we can arrange a replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged product within 6 hours of receipt in order to be eligible for a refund. If we offer you a refund, please note that banks generally take up to 10 business days to process and transfer the funds into your account. Some banks can take up to 15-30 days, or until your next billing cycle. Sugarcoaster has no influence over these timescales
