Order Cancellation Policy

We understand that plans can change. However, our bakery products are often prepared fresh, and customized cakes require advance planning, ingredients, and production time.

3.1 Regular Bakery and Patisserie Orders

• Cancellation requests must be submitted through DoughJo's official customer support channels as soon as possible.
• Orders may be cancelled if preparation has not started and the order has not been dispatched, subject to confirmation by DoughJo.
• Once preparation, baking, assembly, or dispatch has started, cancellation may no longer be possible.
• If DoughJo cancels an accepted and paid order because it cannot fulfil it, an appropriate refund or alternative resolution will be offered.

3.2 Customized Cake Orders

• Customized cake orders require a 50% advance payment to confirm the booking.
• Cancellation requests must be made as early as possible.
• Once ingredients have been allocated or preparation, baking, decoration, or other customization work has started, the advance payment may be non-refundable to the extent permitted by applicable law and the actual costs incurred.
• If DoughJo cancels a confirmed customized cake order and cannot provide an agreed alternative, an appropriate refund will be arranged.
• Any cancellation charges will be communicated clearly and applied in accordance with applicable law.

3.3 Changes to an Order

• Requests to change the design, flavour, size, wording, or other specifications of a customized cake must be submitted at least 30 hours before the scheduled pickup or delivery time.
• Changes are subject to availability, feasibility, and any difference in price.
• Changes requested after this cutoff may not be accommodated.
• Additional charges may apply if a change increases the ingredients, labour, or production requirements.

3.4 Urgent Orders

Urgent orders are accepted only when production capacity allows. Cancellation and change requests for urgent orders are assessed according to the preparation status and the specific arrangements confirmed at the time of booking.

3.5 How to Cancel

Please contact DoughJo with your order number, registered phone number, and cancellation request. Your order should be treated as cancelled only after our team confirms the cancellation.