Refund and Return Policy

The products in our store are all freshly made and selected by our team. We will repeatedly check the products before delivery to ensure that the products are of high quality. However, the delivery process may cause individual problems in the products. Please be considerate.

If there is a problem with the product, the customer must immediately take a photo to prove the relevant problem and report it, keep the complete package, and contact the store via WhatsApp (+852 9603 2723) or IG Message within 3 hours of the day of receipt, and please provide the following information:

- Name/Mobile number/email Address

- Reason for return or refund

- Photos of the product in question and/or photos of the damage

Any reports that exceed the time limit or do not meet the requirements will not be processed. After receiving the customer's message, we will handle the relevant issues as soon as possible on the next working day

Since our cakes and macarons are fresh products, unless there is a quality problem, returns or refund will not be accepted under the following circumstances, please understand:

- If the customer fails to pick up or deliver the product at the self-pickup point or designated MTR station on the designated date and time, it will cause quality problems with the product.

- The pictures on this website are for reference only. Due to problems such as shooting lighting and color differences on different monitors, there may be color differences between the product pictures and the actual product. This is not a quality problem.

- If the goods are damaged or lost for any reason during the delivery process, the risk will be borne by the buyer.

MOAI Bakery Limited reserves the right to make the final decision on all matters regarding refunds or return.