Our Returns, Refunds & Cancellation Policy

Every Biri-Biri Treats order is baked fresh for you and cannot be resold once preparation begins. For that reason, this policy sets clear rules for cancellations, refunds and problems with an order. It applies to all orders placed on biribiritreats.com, whether for pickup, delivery or courier.

You may cancel an order if you tell us more than 48 hours before its scheduled fulfilment time.

• Pickup and delivery orders: the fulfilment time is the start of the time slot you chose.
• Courier orders: the fulfilment time is the start of the ship-out day shown at checkout.
• Custom or personalised orders (for example, cakes with custom designs or text): at least 5 days’ notice.

To cancel, send us a WhatsApp message at +60 11-1286 6511 with your name and order number. A cancellation takes effect only once we confirm it by WhatsApp.

We cannot accept cancellations made after these deadlines, because ingredients will already be set aside and preparation will have started.

When we accept a cancellation, we refund the full amount you paid, including any delivery or courier fee, as store credit. We do not refund to your bank account or card.

• How you receive it: we send you a one-time discount code by WhatsApp or email, normally within 3 working days of confirming your cancellation.
• How long it lasts: the code is valid for 6 months from the day we issue it.
• How to use it: enter the code at checkout on biribiritreats.com. The code takes money off the products in your order, but not delivery or courier fees. Each code works for one order. If your new order costs less than the credit, contact us and we will issue a new code for the remaining balance.
• Limits: store credit cannot be exchanged for cash or transferred to another person.

If your order arrives or is collected with something wrong, damaged or of poor quality, contact us as soon as possible. Because our products are perishable, please tell us within 2 hours of receiving or collecting your order.

1. Take clear photos of the product and its packaging.
2. Send the photos, your name and your order number to us on WhatsApp at +60 11-1286 6511.

We look at every case individually. Where the problem is our responsibility, we will offer a suitable remedy, which may be a replacement, store credit or a refund. Nothing in this policy limits your rights under Malaysian consumer-protection law.

If we cannot make your order, for example because an ingredient is unavailable or we are over capacity, we will contact you as soon as we can. You can then choose a different date, accept a substitute we suggest, or cancel. If you cancel in this situation, we will refund the full amount you paid to your original payment method, or as store credit if you prefer.

• Returns or refunds because you changed your mind, since our food cannot be resold once it has left us.
• Cancellations made after the deadlines above.
• Complaints about deterioration caused by storing or handling the product differently from the instructions we gave you.
• Orders that were not collected or received because of an incorrect address, an unavailable recipient or a missed pickup. See our Terms & Conditions and our Pickup, Delivery & Courier Policy.

WhatsApp: +60 11-1286 6511
Email: order@biribiritreats.com