Your Satisfaction, Our Priority

At Morihana Pastry, we're committed to ensuring you have a delightful experience with us. While all sales are final, we acknowledge that sometimes things don't go as planned. Below are the steps we take to address these situations:

Refunds

Item Not in Good Condition: Should your items arrive in less than perfect condition (e.g., melted, broken, defective), contact us within 2 hours of receiving them. Include a clear picture or video illustrating the issue, Whatsapp us at 016-7665613 or email it to morihanapastry@gmail.com.

Received the Wrong Items: In the unlikely event that you receive an incorrect order, notify us within 2 hours. Provide a clear picture of the incorrect items alongside your order number. The items should be unconsumed and in the condition, they were received to qualify for a refund or replacement.

Cancellations

Advance Cancellations: Orders can be canceled up to 72 hours in advance from the orders.

No Cancellations: Orders that have been processed (e.g., the cake has been prepared or delivery arranged) cannot be cancelled.

Refund Process

Store Credit: Approved refunds or cancellations will result in store credit vouchers, valid for 6 months. These will be sent to the buyer's registered email. The store credit can be used for morihanapastry.com or Morihana Pastry only.

How to Cancel an Order

Should you wish to cancel or amend an order, send us Whatsapp at 016-7665613.

Exceptions

Delivery Delays: No refunds will be issued for late deliveries caused by circumstances beyond our control.

Out-of-Stock Items: In the unlikely event that an item you ordered is out of stock and we cannot fulfil it as promised, we will promptly notify you. You will have the option to receive a full refund either in the form of store credit or to your original payment method, based on your preference.

Resolving Your Concerns

After a thorough investigation of all relevant details and circumstances surrounding your complaint, we will determine the appropriate course of action. This could range from a full or partial refund to store credit or a replacement item, at our sole discretion.

Thank you for your understanding and cooperation with this policy.