SLB Refund, Return and Delivery Policy

Here at SLB, we place our customers’ buying experience as our top priority. Every product is baked with care at our Mandai Food Factory, following strict hygiene standards. We commit to a 100 per cent satisfaction guarantee for every SLB order.

Before Delivery

Amendments and Cancellations

• No amendments can be made once the order status has changed to parcel, delivery or in house delivery
• Orders received after 11 pm will be considered the next working day’s order
• An order reference number will be sent to you by email. Please quote this number when speaking with our customer service team
• Once your order is received, cancellations are no longer eligible for a refund
• Cancellation is only allowed when the status is still on hold
• All cancellations are subject to deduction of the credit card processing fee charged by the payment provider. This fee is non refundable and will be deducted from the refund amount
• Cancellations made less than twenty four hours before delivery are not refundable
• Refunds for approved cancellations will take seven to ten working days to process
• A one hundred per cent charge of the total order value applies once the status has changed to processing or preparation

After Delivery

• For missing or unsatisfactory items, please email us within 12 hours of receiving your package with a clear picture or video of the product front and back. We will work with you to make it right or issue store credit. Refunds are at the discretion of SLB and all decisions are final
• We do not refund or issue credit for items delivered in good condition that are not to your taste
• Refunds cannot be issued for claims that cannot be verified or are unreasonable. This includes opened or partially eaten packages. If the flavour is incorrect and the package has been opened, refunds or credits remain at the discretion of SLB
• SLB products have a shelf life of 12 months. Requests for exchanges or replacements must be made within one 12 hours of purchase. Requests made after 12 hours, including requests for a newer batch, will not be accepted
• Returned items must be unopened and in their original condition
• Items with tampered packaging or removed labels are not eligible for return or refund
• Any logistics or delivery cost for returns or exchanges will be borne by the customer. Visiting our food factory for a return or exchange is free of charge
• All returns must reach us within 5 days from the date of delivery or collection and must include a valid order reference number
• Perishable items such as brownies and muffins cannot be returned. We will issue a refund or provide a replacement set if the item is damaged or spoiled, or issue store credit on a case by case basis
• There are strictly no refunds if the product has been altered from its original state or stored incorrectly. For example, Wholesome Cookies must be kept chilled and have a five day shelf life
• All refunds that are not issued as store credit will be refunded to the original mode of payment. Refunds cannot be made through alternative methods
• Refunds and returns apply only to items purchased directly from this website. For purchases made through other platforms, please contact their customer service team, as SLB is unable to process such requests

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

• If you have not received your refund, please first check your bank account again
• Contact your credit card company, as it may take some time before the refund is officially posted
• Next, contact your bank. There is often processing time before a refund appears in your account
• If you have completed all of the above steps and still have not received your refund, please contact us at sales@slb.sg

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Missed Deliveries and Redeliveries

• Our delivery crew will text and call upon arrival. They will wait at the door for a maximum of five minutes if no one is available to receive the parcel
• If the delivery is unsuccessful, a redelivery fee of 10.70 dollars will apply
• For redeliveries, SLB is not liable for any changes in product quality due to the delay from the original delivery date
• Complaints or feedback regarding product quality for items that were redelivered at a later date will not be accepted