POLICIES

OUR TERMS AND CONDITIONS

 ORDER POLICY

 

  1. Order must be made 3-4 weeks ahead.

  2. A deposit of 50% is required 2 weeks before event date to secure your slot and a month earlier for wedding cakes. Balance to be paid on delivery or pick up.

  3. Orders will not be processed unless deposit is made.​​

  4. Please understand that our kitchen has a fixed schedule everyday to make sure we finish everything on time, so any sudden changes of plans or changes may not be fulfilled unless our schedule allows for it. You may push dates for a later day but not earlier. So, please double check your date. 

  5.  Mangkiu Bakes will not be responsible to update each customer on deposit to be made. If our slots are full, you will be refunded the deposit made. 

DELIVERY AND PICK UP POLICY

 

  1. Delivery will no longer be available. Under circumstances where the cake is too big (3KG and up), we will deliver at a RM30 charge within KK-Penampang.

  2. Both delivery and pick up will be after 12:30pm and time to be updated two days before. (Failure to confirm will place your cake on the last slot of the day. )

  3. Deliveries will only be made for specialty cakes.

  4. Cakes will be sent up to your door except for malls, company buildings, apartments, flats, etc. Cakes will be delivered by the entrance.

LIABILITY FOR PICK-UPS

  1. If you choose to pick up your cake and transport it yourself, we are not liable or responsible for the cake once it has left the bakery.

  2. You should prepare your vehicle so it is clean and free of items that could roll or slide into the cake.

  3. We do everything in our power to provide a well-structured cake, but please note that cakes are very fragile and break easily. Drive carefully and slowly.

REFUND AND RETURN POLICY

  1. We offer returns or refunds on internet or retail sales if we have made an error or if our products arrive in an unsatisfactory condition. We will work with you to correct your order and make things right as quickly as possible.

  2. Full refund inclusive of deposit will be made (where it seems fit) if we have made an error.

  3. We do not, however offer refunds on orders that have not been picked up. 

  4. Due to the tedious, handcrafted nature of our products, we are unable to provide refunds or exchanges on custom orders in terms of design.

  5. Once you or a designated party has picked up an order and paid for it, it is considered "accepted" – we will ask to make sure that everything is correct such as the design, spelling, etc. Refunds requested due to decorating style, writing, color shade, or general design will not be honored after accepting your cake. In some instances you may bring the cake back in for design adjustments but this is an additional charge if the cake has been taken.

  6. All products are the responsibility of the customer once it leaves our shop. We are not responsible for any damage occurring to the cake during transport, set-up or any time thereafter. You will be given instructions on how to carry, transport, and store your cake upon pick up. Keep in mind that cakes are very fragile and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc. We only give refunds in accordance with refund policies stated below.

  7. Cake flavor and texture is subjective. Refunds requested due to flavor or texture after the cake has been accepted and picked up will be done accordingly if there have been a mistake (where it seems fit). You may qualify for a percentage of a store credit if the product is brought back and the quality of the cake flavor or texture is determined to not meet our standards. Cakes must be brought back to us within a timely manner, preferably with 24 hours of pick up - please call or email us promptly to let us know of the issue. Quality determination is solely at the discretion of Mangkiu Bakes. Please understand that we cannot issue refunds for cakes that have already been completely eaten. *Store credit percents are based on how quickly the cake is returned, how much has been consumed, and what we determine the quality to be. Store credits of any kind will not be issued to customers who do not contact us within 48 hours. 

  8. We want you to be satisfied with your purchase. If we have made a mistake, please call us and we will do everything we can to correct any errors.

KEEPING CAKES OUTDOORS

  1. Any cake placed outside during an event has the possibility of melting or deforming due to the heat. We are not liable for a cake once it has been delivered or picked up.

  2. We will discuss better options — such as keeping the cake displayed inside or using an air-conditioned tent — and may not agree to conditions we are not comfortable with.

  3. Most people don’t know what can happen to cakes outside in the heat, so kindly let us know and understand the consequences if you choose to proceed with your orders.

THE FOLLOWING SCENARIOS ARE THE ONLY INSTANCE THAT WE WILL PROVIDE A REFUND:

  1.  If you come to our store for pick up or if upon delivery the cake does not meet your expectations, we will give you a refund (minus 25% handling/cancellation fee). This refund will be given as a store credit valid within a year (no cash/money refunds will be given)

  2. NOTE: If we give you a refund, you CANNOT keep the cake. You can only get the refund if you refuse to “accept” the cake. We will NOT negotiate a partial refund if you keep the cake. This is a “take it, or leave it” policy. We are not responsible for any expense you may incur for replacing our cake.

  3. We will give you a refund if we fail to deliver or finish your cake on the date and time stated on your contract for your wedding, or event. Further, if customer provides wrong date, time or address for delivery, we will NOT provide a refund. **We will not be responsible for any additional expenses that you incur as a result of our failure to deliver the cake. Our liability is limited to the contracted value of the cake.**

CANCELLATION POLICY

  1. Please know that your satisfaction is our ultimate goal. Please contact us about any aspect of your order and we will do our best to ensure your satisfaction. 

  2. MANGKIU Bakes does not allow cancellations on internet sales because we begin processing those orders immediately. 

  3. Any Wedding Cakes, Groom’s cakes, three-dimensional carved cakes, or other tiered cakes cancelled less than two months from date of the event, will receive NO refunds on any payments made in securing the cakes, including the initial deposit or subsequent payments, up to and including final payments.

  4. Specialty cakes cancelled two months before the pick up or delivery date will receive a full refund. 

  5. Any standard cakes cancelled less than a month before the scheduled date of the event, will receive NO refunds on any payments made in securing the cakes, including the initial deposit or subsequent payments, up to and including final payments.

  6. Cakes cancelled a month before the pick up or delivery date will receive a full refund. 

  7. Cakes to be made earlier than agreed date will be charge a 30% increase from the total cake price. Cakes to be brought forward to future date will not be charged.

WE RESERVE THE RIGHT TO REFUSE SERVICE TO ANYONE

We will do our best to serve you to the best of our abilities. If a customer is upset, we want them to be happy and after every service predicament, the next step is to work with our team to solve the problem. However, we reserve the right to refuse service to anyone --- there will be no discriminate against legally protected class such as race or color, national origin or citizenship status, religion or creed, sex, age, disability, pregnancy, or genetic information and veteran status. But being intolerable or unprofessional is not a legally protected class.

If  you have  a service complaint or resolution, kindly fill up this form.

CUSTOMISATION

We offer customization of products so if you wish to speak with someone regarding your specific requirements, please call us weekdays from 10 a.m. to 5 p.m. or email mangkiubakes@hotmail.com.

cake changes

Changes to your cake size, description, flavors, etc. will be accepted until two weeks prior to the pick up or delivery date for wedding cakes and 3 days for others. After that lockout date we cannot accept any changes.

If you insist on changes after the lockout date, you will incur additional non-refundable charges.

DESIGN

We make every possible effort to match your wedding colors, however, to get as close as possible you must provide us with color swatch.

Please realize that when working with food grade dyes, perfect color matches are sometimes impossible.

Dark colored icings have a tendency to darken further with time, humidity, and heat. The darker colors may also stain teeth and will have some residual flavor.

FOOD ALLERGENS

Please inform us of any food allergies before we process your order.

Given the nature of our production process, please be aware that any product could contain traces of ingredients used in the production of other products (i.e. there could be cross-contamination).

These ingredients include but are not limited to tree nuts, peanuts, chocolate, soy, and wheat flour (gluten).

If you are dissatisfied with your purchase, please contact us weekdays between 10 A.M. and 5 P.M.. We request that you retain all remaining product and packaging materials so we can best assist you. If your product arrives damaged, we request that you contact us within 24 hours of receiving your cake.

ADDRESS

 

MANGKIU BAKES

Lot 23, Block C, Ground Floor, Austin Business Park, 88300,

Kota Kinabalu Sabah

CONTACT

 

mangkiubakes@hotmail.com

Tel: 011-55469093

 

HOURS

 

Tue - Fri: 10-8

Sat: 10-7

Sun - Mon: Closed

 

Hours may change on PUBLIC HOLIDAYS

MAILING LIST