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At Home’s Favourite, we take great pride in our legacy of baking and the premium quality of our cakes, pastries, cookies, and signature durian creations. We carefully prepare and package every order to ensure it reaches you in perfect condition.

Because our products are perishable food items, our returns and refunds policy differs from standard e-commerce goods. Please read the guidelines below carefully.

1. Strictly No Returns (Change of Mind)

Due to strict food safety laws, hygiene regulations, and the highly perishable nature of our baked goods, we do not accept physical returns or exchanges if you change your mind, do not like the taste, or ordered the incorrect item by mistake. All sales are considered final once the order has been dispatched or collected.

2. Damaged, Defective, or Incorrect Items

Your satisfaction is our top priority! We want you to enjoy our bakes in perfect condition. If your order arrives damaged, spoiled, or if you receive an incorrect item, please reach out to us immediately so we can make it right.

  1. Reporting Window: You must notify us within 24 hours of receiving your order. Because our items are perishable, we cannot entertain complaints received after this timeframe.
  2. How to Report: Please contact our Customer Service team via WhatsApp or Email with the following information:
    • Your Order Number or Digital Receipt.
    • Clear photographs of the damaged/incorrect item and the original packaging.
    • A brief description of the issue.

Resolution: Once we review and verify the issue, we will offer a replacement of the same item, store credit, or a refund (partial or full, depending on the severity of the issue) at our sole discretion.

3. Delivery Issues & Failed Deliveries

Certain items, such as our Snow Skin Durian Mooncakes and Mochi, require strict temperature control and immediate refrigeration upon receipt.

  1. Accurate Information: It is the customer’s responsibility to ensure that the delivery address provided is accurate and that someone is available to receive the package during the designated delivery timeslot.
  2. Failed Deliveries: If a delivery fails because an incorrect address was provided, or if no one is present to accept the delivery, the items will be returned to our facility. We do not issue refunds for failed deliveries caused by customer error. Redelivery requests will incur an additional delivery fee and will only be fulfilled if the items are still safe for consumption.

4. Order Cancellations & Modifications

Every batch of our pastries and cakes is baked with love and careful planning.

  1. Advance Notice: If you need to cancel your order or change your delivery date/address, please notify us at least 48 hours before your scheduled delivery or pickup date.
  2. Late Cancellations: Cancellations or modifications requested less than 48 hours before the delivery date will not be eligible for a refund, as the preparation, ingredient sourcing, and baking processes for your order will have already begun.

5. Contact Us

For any issues regarding your order, please reach out to our Customer Service team. We are always here to help!

  • Phone: +65 6272 2028
  • WhatsApp +65 8896 7780
  • Email: [email protected]
  • Operating Hours: 8:00 AM – 9:30 PM

Thank you for supporting Home’s Favourite. A taste of home – made and shared with warmth, love, and joy since 1997.