Return & Refund Policy
Your satisfaction is important to us
01Perishable Products
As a bakery selling perishable food items, we generally cannot accept returns once an order has been delivered or picked up. All products are freshly made and should be consumed within the recommended timeframe stated on each product page.
02Damaged or Incorrect Orders
If you receive a damaged or incorrect order, please contact us within 2 hours of delivery or pickup with a photo of the issue. We will assess each case individually and may offer: • A replacement of the affected item(s) • A store credit for the value of the affected item(s) • A full or partial refund to your original payment method
03Order Cancellation
Orders may be cancelled before preparation begins. Once your order is being prepared, cancellation is no longer possible. To cancel an order, contact us immediately via WhatsApp. For cancelled orders, refunds will be processed to your original payment method within 5–14 business days, depending on your payment provider.
04Refund Process
Approved refunds will be processed within 3 business days of approval. The refund will be returned to your original payment method. Please note that processing times may vary depending on your bank or payment provider: • Bank transfer: 1–3 business days • E-wallet: 1–2 business days • Credit/debit card: 5–14 business days
05Catering & Custom Orders
Custom and catering orders require advance booking and may have different cancellation terms. A deposit may be required for large orders. Cancellation of custom orders within 48 hours of the scheduled date may result in forfeiture of the deposit. Please discuss specific terms when placing your custom order.
06How to Request a Refund
To request a refund or report an issue with your order: 1. Contact us via WhatsApp or email within 2 hours of receiving your order 2. Provide your order number and a photo of the issue 3. Our team will review your request and respond within 24 hours We handle all refund requests on a case-by-case basis and are committed to finding a fair resolution.
Need help with a refund? Contact us at hello@protisserie.store or WhatsApp
Last updated: May 2026