Our products are all made freshly hand-made or selected by the team, we will repeatedly review the goods before delivery to ensure high product standard. However, the delivery process may lead to individual circumstances of the products, please be considerate.

Refund method

• Refund or partially refunds will be returned to the original payment method, and the leadtime will vary for each payment method.
• Due to different credit card billing cycles, the refunded amount may be listed on the next bill; please consult your card issuing bank for the exact refund time and related information.

Return and Exchange Procedures
If there is a problem with the product, the customer must immediately take a photo to report the problem of the relevant product, and contact us via WhatsApp or Signal within 3 hours of receipt. Please provide the following information accordingly:

• Order No.
• Name/Mobile no./email address
• The reason to return or exchange
• The photo of cake and/or damage

Reports that exceed the time limit or do not meet the requirements will not be processed.
After receiving the customer's message, we will deal with the related issue as soon as possible on the next working day.

Refund Procedure
If the customer request is approved by the company for refund/exchange arrangement, the company will process the refund of the relevant payment within 5 to 10 working days according to the payment method of the customer (actual credit date the bank/selected payment company takes precedence)

The cakes are all freshly made, return or exchange will NOT be accepted unless there is quality problem:

• If the customer fails to pick up the cake at the Self pick-up at EASY TRADE Redemption Center or specific MTR stations on the order date and time, and hence lead to any quality issue.
• The product pictures in this site are for reference only. Due to different factors such as lighting condition and chromatic aberration of different monitors, there may be a color difference between the pictures and the actual product, which is not a quality problem.
• For the delivery via third party arranged on behalf of customer, if there is any damaged or lost for any reason, the risk is borne by the customer and no return nor exchange will be accepted.

Do it Right! Pet Mall reserves the right to make the final decision on all matters related to the return or exchange of goods.