Cancellation & Refund Policy

Last updated: May 2026

At Moi Doughssier®, every product is made fresh by hand. Because our food is perishable and made to order, our cancellation and refund policy reflects that reality — it is fair, but firm where it needs to be.

This policy applies to orders placed directly through our website or via WhatsApp. For orders placed through Swiggy or Zomato, their respective platform policies apply — please contact those platforms directly.

1. Standard Menu Orders

Once a standard order has been confirmed and preparation has begun, it cannot be cancelled or refunded. Our products — bomboloni, viennoiserie, sourdough, bagels, and breakfast items — are baked and made fresh to order with no surplus batch to redirect.

If you need to cancel before preparation has started, please contact us immediately. We will do our best to accommodate, but cannot guarantee cancellation once an order is confirmed.

2. Custom Cake Orders

Custom celebration cakes require significant advance preparation and bespoke ingredients. The following terms apply:

• A 50% advance is required at the time of booking.
• Cancellations made more than 72 hours before the scheduled date are eligible for a full refund of the advance.
• Cancellations made within 72 hours of the scheduled date forfeit the advance, as preparation will have commenced.
• Design or flavour changes must be communicated at least 48 hours before the scheduled date and are subject to feasibility.
• If we are unable to fulfil your order due to circumstances on our end, a full refund including the advance will be issued within 5–7 business days.

3. Corporate Gifting and Bulk Orders

• Cancellations must be made at least 5 business days before the delivery date to be eligible for a full refund.
• Cancellations within 5 business days are not eligible for a refund if sourcing and preparation have begun.
• Any advance for an order we are unable to fulfil will be refunded in full within 5–7 business days.

4. Wholesale and B2B Orders

Cancellation and refund terms for wholesale supply orders are agreed individually at the time of the trade arrangement. Please refer to your confirmed order communication for applicable terms.

5. Collection and Delivery — Liability

Our responsibility ends at the point of handover from our kitchen — whether that is at our counter (for self-collection) or to a delivery agent (for arranged delivery). We are not liable for any damage, deterioration, or loss that occurs after the order has left our premises, regardless of the delivery method or party involved.

If you request delivery, we will make arrangements on your behalf at actual cost, charged to you. The delivery agent is engaged by us as your agent, not ours — and any claims arising from the condition of the product on arrival must be directed to the delivery service. This applies to all products including custom cakes, corporate hampers, standard menu items, and wholesale orders.

We will document the condition of every order at the point of dispatch. Should there be any dispute, this documentation will serve as evidence of the product's condition upon leaving our kitchen.

6. If Something Is Wrong Before Dispatch

If there is an error in your order that is attributable to us — wrong item, missing item, or a preparation error identified before the order leaves our kitchen — we will correct it immediately at no additional charge. Please inspect your order at the time of collection before you leave.

Not eligible for refund: change of mind after confirmation, subjective taste preference, incorrect delivery address provided by the customer, damage or deterioration during transit, or products not stored correctly after handover.

7. Refund Processing and GST

Approved refunds will be processed to the original payment method within 5–7 business days. Bank processing times may vary. Refunds include the applicable GST component in accordance with the Goods and Services Tax Act, 2017 and relevant provisions thereunder.

8. Force Majeure

If we are unable to fulfil an order due to circumstances beyond our reasonable control — including natural disasters, power failures, government-mandated closures, or public health emergencies — we will notify you promptly and offer a full refund or rescheduled delivery at your preference.

9. Contact

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