Here at SLB, we place our customers’ buying experience at the top priority. We are confident that if our products baked with love at our Mandai Food Factory is of highest hygiene standards hence we are committing every SLB Order with a 100% satisfaction guarantee.
Before Delivery
Amendments & Cancellation Charges:
- No amendments can be made to purchases as soon as status is changed to ‘processing / preparation/ Delivery / In Queue’.
- Order cutoff timing for deliveries will be at 4pm current day any order after 4pm will be consider for next working day order.
- Same flavoured cookies are packed in together in a larger packaging. Please inform us via the order note if you want to pack them into smaller packaging. We cannot do any repacking into smaller packaging if the order is already out for delivery. To repack after you have received, please bring the order to our baking facilities within 72 hours where we could do it for you.
- You will be provided with an order reference number in an order confirmation sent to you via email. Please quote the order reference number when contacting our customer service representative regarding changes to your order.
- Cancellation of orders can only be made when the status is still in “on hold”. There will strictly be no refunds for cancellations made to orders less than 24 hours before delivery.
- Refunds will take 7-10 working days of processing time from date of cancellation.
- 100% of the total purchase price (including surcharges) if the status has changed to “processing / preparation/ Delivery / In Queue”.
After Delivery
For missing or unsatisfactory items, please email us within 12 hours from when you received your package and a picture or video of the product front and back, and we will work with you to make it right or issue you a credit. We hope this guarantee allows you to shop with confidence in our quality, and in our commitment to serve you. However, please note that refunds are done at the discretion of SLB and all decisions made are final.
We do not refund or issue credit for items that were delivered in good condition but are not to your taste.
We also do not issue refunds on claims that cannot be verified or are unreasonable ( for example if the package is open and eaten, half eaten package ). If the flavor is given wrongly and the package is opened regardless refunds in credits are done at the discretion of SLB and all decisions made are final.
Any logistic/delivery cost of returns or exchanges will be borne by the customer. It is free of charge to visit our food factory. Your return must reach us within 5 days* from the date of delivery/collection with a valid Order Reference number.
Perishable goods such as brownie and muffins cannot be returned. However we will issue a refund or redeliver a new set of the same item if it is damaged or spoiled.* or to refund by store credit on a case-by-case basis.
There is strictly no refunds if you have changed the original state of the product or past the recommended storage duration. ( For example Wholesome cookies of a expiry of 5 days and need to be chilled are not chilled.)
All refunds that are not in credits will be refunded to the original mode of payment. We cannot refund in any other way other than the original mode of payment.
IMPORTANT NOTE: Refunds and returns are only applicable to items purchased directly on this website. If you have any problems with a product you’ve purchased via another channel other than this website, please contact the customer service of the channel you have purchased from. Purchases made via other channels other than ours will not be entertained.
Refunds
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 haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Missed Deliveries and Redeliveries
Please note that our delivery crew will text + call if they can’t reach anybody at the door and only wait at the door for maximum 5 minutes. If the delivery fails, the redelivery will cost an additional $10.70.
For redeliveries, we are not liable for any changes in quality of any product for your original delivery date and delivered on a later date. As such, complaints or feedback on said item will not be entertained.
Amendments & Cancellation Charges:
- No amendments can be made to purchases as soon as status is changed to ‘processing / preparation’.
- Order cutoff timing for deliveries will be at 4pm current day.
- Same flavoured cookies are packed in together in a larger packaging. Please inform us via the order note if you want to pack them into smaller packaging. We cannot do any repacking into smaller packaging if the order is already out for delivery. To repack after you have received, please bring the order to our baking facilities where we could do it for you.
- You will be provided with an order reference number in an order confirmation sent to you via email. Please quote the order reference number when contacting our customer service representative regarding changes to your order.
- Cancellation of orders can only be made when the status is still in “on hold”. There will strictly be no refunds for cancellations made to orders less than 24 hours before delivery.
- Refunds will take 7-10 working days of processing time from date of cancellation.
- 2. In the event that any purchases are cancelled, the following charges will apply:
- 100% of the total purchase price (including surcharges) if the status has changed to “process / preparation”.
