1. Because desserts are fresh
KAYA products are perishable and many orders are prepared specifically for the customer. Our cancellation and refund approach therefore depends on whether production has started and what happened with the order.
2. Before preparation starts
Contact us as soon as possible. If preparation has not started and the order can reasonably be cancelled, KAYA may approve a cancellation, reschedule, store credit or refund depending on the circumstances and payment method.
3. Once preparation has started
Once ingredients, stock or production time have been committed to your order, cancellation, flavour/size changes or refunds may no longer be possible. This is especially relevant to made-to-order and pre-ordered desserts.
4. Change of mind
We generally cannot offer a refund simply because a customer changes their mind after preparation has started or after the order has been completed correctly.
5. Wrong, missing or damaged order
If KAYA made an error, an item is missing, or there is a genuine quality issue attributable to us, please contact us as soon as possible on the same day. Keep the product and provide the order details and photos where helpful so we can review what happened.
Depending on the issue, we may offer a replacement, correction, store credit, partial refund or full refund where appropriate.
6. Late or missed pickup
Prepared orders that are collected significantly late, or not collected, are generally not refundable where KAYA prepared the order correctly and was ready to provide it at the agreed time. Contact us if there are exceptional circumstances and we’ll review them reasonably.
7. Third-party delivery
If you order through Grab or another delivery platform, delivery fees, rider delays, failed delivery attempts and platform refunds may also be handled under that provider’s process. Contact KAYA as well if the issue relates to the dessert itself.
8. Approved refunds
Approved refunds are normally returned through the original or agreed payment method where possible. Processing time can depend on the bank, card, wallet or payment provider and may be outside KAYA’s direct control.