Due to our cakes & desserts are delicate & fresh goods, we cannot control how they are handled once they leave our shop, Cake By Su does not offer returns, refunds, or exchanges.

If you are unhappy with your purchase or feel it does not meet your expectations, please message our Customer Service Team on WhatsApp within 2 hours of collecting your order.

 

Please provide the following Cake Order Details so we can assist you promptly:

• Order number
• Photos of the cake and packaging taken from different angles
• A brief description of the issue
• Information on how the item was transported and stored

 

⚠️Please note the following policy:

 At Cake By Su, every cake and dessert is carefully prepared according to the confirmed order details.

As our products are handmade, delicate, and perishable, customers are advised to read the following policy carefully before confirming an order.

1. Orders & Payment
All cakes and desserts are prepared according to the customer's confirmed order details, including:
Design
Size
Flavour
Colour
Wording
Decorations
Collection or delivery date
Other confirmed requirements
Once an order has been confirmed and payment has been made, the order is considered final.
Payments for confirmed orders are non-refundable and non-transferable, unless otherwise approved by Cake By Su or under the delivery damage circumstances stated in Section 10.
Cake By Su does not accept returns or exchanges for confirmed orders.

2. Handmade & Design Variations
As every cake is individually handmade, reasonable variations may occur in:
Colour shades
Piping
Fondant decorations
Figurines
Flower arrangements
Positioning of decorations
Overall finishing
Reference photos, sketches, and AI-generated images are provided for design reference purposes only.
The final cake may not be 100% identical to the reference image.
Reasonable handmade variations are not considered defects.

3. Fresh Flowers & Seasonal Decorations
Fresh flowers and certain decorative materials are subject to seasonal availability.
If a specific flower, colour, or decorative material is unavailable, Cake By Su may replace it with a similar alternative while maintaining the overall style and concept of the cake as closely as possible.
Minor variations caused by seasonal availability are not considered defects.

4. Change of Order Date
Any request to change the collection or delivery date must be submitted at least 4 days before the original scheduled order date.
Requests made within 4 days of the scheduled order date will not be accepted.
All date-change requests are subject to:
Production availability
Ingredient availability
Decoration availability
Cake By Su's approval
Approval of a date change is not guaranteed.

5. Changes to Order Details
Any request to change the:
Design
Size
Flavour
Colour
Wording
Decorations
Other confirmed details
must be made as early as possible.
Cake By Su reserves the right to reject any changes once preparation or production has started.
Additional charges may apply for approved changes.

6. Self-Collection & Transportation
For self-collection orders, responsibility for the cake passes to the customer once the cake has been collected and leaves Cake By Su.
Customers are responsible for transporting the cake safely.
We recommend that cakes be transported:
On a flat and stable surface
Preferably on the vehicle floor
In an air-conditioned vehicle
At a temperature below approximately 20°C
Away from direct sunlight
Away from excessive movement or sudden braking

Cake By Su will not be responsible for damage caused by improper transportation or handling after self-collection.
If the customer arranges their own third-party driver or delivery service, responsibility for transportation remains with the customer.

7. Storage & Serving
Unless otherwise advised, cakes should be kept refrigerated and not frozen.
For the best texture and flavour, we generally recommend taking the cake out of the refrigerator approximately 30 minutes before serving, depending on the surrounding temperature and cake type.
Customers are responsible for following the storage and handling instructions provided by Cake By Su.
Damage caused by improper storage, excessive heat, direct sunlight, or incorrect handling after receiving the cake is not the responsibility of Cake By Su.

8. Delivery
For deliveries arranged through Cake By Su, customers or recipients must be available to receive the cake during the confirmed delivery time slot.
If no one is available when the driver arrives, the cake may need to be returned to Cake By Su.
Additional charges will apply for:
Return delivery
Redelivery
Additional delivery arrangements
For example, if the original delivery fee is RM30:
Original delivery: RM30
Return trip: RM30
Redelivery: RM30
Delivery slots after 5:00 PM may incur an additional RM10 charge, where applicable.

9. Reporting an Issue
Any issue regarding the cake must be reported to Cake By Su within 30 minutes of receiving the cake.
Please contact our Customer Service Team and provide:
Order number
Clear photo of the entire cake
Close-up photos of the affected area
Photos of the packaging
Photos taken from different angles
A brief description of the issue
Customers are advised to keep the cake and its original packaging until the matter has been reviewed.
Issues reported after the 30-minute period may not be eligible for review, as Cake By Su may no longer be able to determine whether the issue occurred before or after the cake was received.

10. Damage During Cake By Su Delivery
If a cake is damaged while being transported by a driver arranged by Cake By Su, Cake By Su will take responsibility for the damage.
Cake By Su will first attempt to repair or restore the cake, where reasonably possible.
If the cake cannot reasonably be repaired or restored, Cake By Su will reimburse the customer for:
The original amount paid for the affected cake
The original delivery fee paid for that delivery
This applies only when the damage occurred during transportation by a driver arranged by Cake By Su.
Once the cake has been successfully delivered and received by the customer, recipient, venue staff, restaurant staff, hotel staff, condominium management, or other authorised person, Cake By Su will no longer be responsible for subsequent damage caused by handling, movement, storage, or environmental conditions.
For self-collection orders or deliveries arranged independently by the customer, Cake By Su is not responsible for transportation-related damage after the cake leaves our premises.

11. Non-Edible Decorations
Some cakes may contain non-edible structural or decorative items, including:
Wooden sticks
Dowels
Floral wires
Cake supports
Acrylic toppers
Figurine supports
Other structural materials
These items must be removed before serving or consuming the cake.
Adult supervision is recommended when serving cakes containing such decorations to children.

12. Policy Acceptance
By confirming an order and making payment, the customer acknowledges that they have read, understood, and agreed to Cake By Su's Order & Claim Policy.
Cake By Su reserves the right to update or amend this policy when necessary.
Nothing in this policy is intended to limit any rights that cannot legally be excluded under applicable Malaysian law.