Refund policy
Thank you for shopping with us. We take great care in preparing and packing every order to ensure your products arrive in good condition.
1. No Change of Mind Returns
Due to the nature of our products, all food and baked goods are non-returnable and non-refundable once the order has been confirmed.
We do not accept returns or refunds for:
- Change of mind
- Incorrect flavour selection made by the customer
- Incorrect quantity selected by the customer
- Failure to collect the order within the agreed collection period
- Personal taste preferences
2. Damaged or Incorrect Items
If your order arrives damaged, incomplete, or contains the wrong item, please contact us within 24 hours of receiving your order.
Please provide:
- Your order number
- Clear photos/videos of the product and packaging
- A brief description of the issue
After reviewing the case, we may offer a replacement, store credit, or refund, depending on the situation.
3. Damaged During Delivery
We carefully pack all orders before dispatch. However, if your parcel is damaged during delivery, please contact us within 24 hours with photos of the damaged packaging and products.
We will assess the situation and assist with the appropriate resolution.
4. Product Quality Issues
If you believe that your product has a quality issue, please contact us as soon as possible with your order details and supporting photos/videos.
Each case will be reviewed individually.
5. Refunds
If a refund is approved, the refund will be processed through the original payment method where applicable.
Please allow several business days for the refund to appear in your account, depending on your bank or payment provider.
6. Order Cancellation
Orders cannot be cancelled or amended after payment made.
For customised or pre-order items, cancellation is subject to our confirmation.
7. Contact Us
For any questions regarding your order, please contact us at:
Email: purecreme.my@gmail.com
Please include your order number when contacting us so we can assist you more quickly.