Refund policy

At Palette Pastry Studio, every order is made fresh, by hand, specifically for you. Please read this policy carefully before placing your order.

Return Policy

As all our products are freshly made food items, we do not accept returns. This policy covers order changes, cancellations, and quality concerns.

Cancellations

All sales are final. We do not accept cancellations once an order has been placed. Since every product is made to order, we're unable to accommodate cancellation requests regardless of the reason. Please make sure your order details are correct before checking out.

Order Changes

We get that plans change. If you need to modify your order (different flavour or change in quantity), please get in touch with us at least 72 hours before your scheduled pickup slot and we'll get it sorted for you. Changes requested after this window, unfortunately, cannot be accommodated. Please note that any modifications to your order may incur additional charges, which will be communicated to you before your order is updated.

No-shows

If you are unable to collect your order at your chosen slot, please note that we do not offer rescheduling or refunds. Your order will not be held beyond one hour of your scheduled pickup slot.

Product Concerns

Every order is carefully checked before it leaves our kitchen. Please check your items, item count, and flavours at the time of pickup. If anything is incorrect, please flag it before you leave our premises. Please note that once the product leaves our kitchen, we are unable to take responsibility for any damage or change in products that occurs after that point.

For quality concerns that may not be immediately apparent at pickup, something tasting off, an unexpected texture, or anything that seems wrong, please email us at hello@palettepastry.com within 1 hour of collection with photos and videos. We'll review it, and if found eligible, a replacement will be arranged within 24 hours.

Please note that quality concerns arising from improper storage or handling after pickup will not be eligible for a replacement. We recommend following the storage instructions provided with your order.

If We Cancel

In the rare event that we need to cancel your order on our end, you will receive a full refund within 5–7 business days.