Refund policy

REFUND AND CANCELLATION POLICY

Last updated: 5 August 2026

This policy applies to all orders placed with Kaya Toast Cookie PLT (Registration No. 202604001776) ("Kaya Toast Cookie", "we", "us", "our") through our online store.

1. FRESHLY BAKED, MADE TO ORDER
Our cookies are freshly baked, perishable food items prepared in small batches specially for your order. For food-safety and hygiene reasons, we are unable to accept returns, or to offer refunds or exchanges, once an order has been confirmed. We are simply not able to resell or take back any food product that has left our kitchen. By placing an order, you acknowledge and accept this policy.

2. CHANGES AND CANCELLATIONS
Because we bake to order, we are generally unable to cancel or amend an order once it has been placed and paid for. If you need to make a change, please contact us as early as possible with your order number. While we cannot promise it, we will always try our best to accommodate reasonable requests, entirely at our discretion, provided that baking and packing for your order have not yet begun.

3. IF SOMETHING ISN'T RIGHT
Your happiness matters to us. In the unlikely event that your order arrives damaged, incorrect, or not in the condition you would reasonably expect, please contact us within 24 hours of delivery, quoting your order number and including clear photographs of the item and its packaging.

Where we are satisfied, acting at our sole and reasonable discretion, that there has been a genuine fault on our part, we may offer a goodwill gesture such as a replacement with your next order or a store credit. Any such gesture is offered as a courtesy, is decided case by case, and does not create a right to a cash refund or change this policy.

4. DELIVERY DETAILS AND FAILED DELIVERIES
Please make sure your delivery address and contact details are correct, and that you (or someone on your behalf) are available to receive your order at the scheduled time. As our products are perishable, we cannot be responsible for orders that are delayed, spoiled, or lost because of incorrect details, an unattended delivery, or a recipient who is unavailable. A re-delivery, where possible, may incur an additional charge.

5. YOUR STATUTORY RIGHTS
Nothing in this policy is intended to exclude or limit any rights you may have under the laws of Malaysia that cannot lawfully be excluded or limited.

6. CONTACT US
Kaya Toast Cookie PLT (Registration No. 202604001776)
Unit G04, The Orion Condominium, 149, Jln Tun Razak, Titiwangsa, 53200 Kuala Lumpur
Email: hello@kayatoastcookie.com
Contact No: +65 8229 9795
Instagram: @kayatoastcookie