REFUND AND EXCHANGE GUIDELINES

• Eligibility for Refunds or Exchanges:

  • Refunds and exchanges are available for orders that arrive damaged or incorrect. Please contact us within 2 hours of receiving your order with photos/video and details of the issue.

  • Refunds are not provided for orders that are delivered correctly but do not meet personal taste preferences.

  • Refunds will not be granted for items damaged due to improper handling or storage after delivery.

  • Reporting an Issue:

  • If you receive a damaged or incorrect order, please email us at hello@keto-klang.com within 2 hours of receiving your package.

• • Include your order number, a detailed description, and photos of the item(s) to expedite the process.

• Refund Processing:

  • Once we confirm the issue, refunds will be issued to the original method of payment within 7–10 business days. Please allow additional time for your bank to process the refund.

Cancellation & Order Changes:

• Cancellations: A cancellation of an order would need to mutually meet 2 requirements:

  • Notice at least 48 hours before the delivery or pick up date.
  • Before the order has been processed and prepared. (Kindly reach us via Email)

• Order Changes Request Form:  Orders can be changed up to 3 business days (by 12 PM ) prior to your scheduled pick-up / delivery date. (Kindly reach us via Email)

• No Cancellations for Same-Day or Processed Orders: Orders scheduled for same-day pick-up/delivery or those that have been prepared (e.g., cake has been made or delivery arranged) cannot be canceled.

Exceptions:

• Delivery Delays: We are not responsible for delays caused by circumstances beyond our control (e.g., weather, carrier delays), and no refunds will be issued for late deliveries under such conditions.

• Out-of-Stock Items: If an item you ordered is out of stock, we will notify you promptly. You will have the option to receive a refund either as store credit or to your original payment method, based on your preference.

Resolving Concerns:

We take customer concerns seriously. After investigating the circumstances surrounding your complaint, we will decide on the best course of action. This may include a full or partial refund, store credit, or replacement of the item, at our discretion.

Thank you for your understanding and cooperation with this policy.