Cancellation/Refund Policy

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We, at Jesal Sweet House, take the utmost care in freshly preparing, inspecting, and meticulously packing your orders. However, if any unexpected issues occur during transit, we are committed to making it right. A fresh replacement package or a 100% refund will be processed by us under the following specific conditions:

  1. If the outer delivery package is received in a completely compromised or heavily damaged condition.
  2. If any of the internal sweet boxes or premium containers are found to be unsealed, broken, or tampered with.
  3. If an incorrect item has been shipped to you by mistake.

Refund Process

Because our sweets and savouries are handcrafted fresh with zero preservatives, time is critical. Please notify us of any issues by sending an email to care@jesalsweethouse.com (or via our official WhatsApp support channel) within 12 hours of receiving your delivery.
Your request must include:
  • Your Order ID number.
  • A brief explanation of the issue.
  • Clear photographs showing the condition of the damaged packaging or incorrect items.
Once our quality care team reviews and approves your submission, the refund process will be initiated within 48 working hours.

Cancellation Policy

We process our batches quickly to ensure your sweets arrive as fresh as possible. You may cancel your order only if it has not yet entered our kitchen production or packaging stage.
  • Before Processing: If your order hasn’t been prepared or shipped, we will validate your cancellation request and issue a full refund immediately.
  • After Processing/Shipping: If your order has already been made fresh or dispatched with our courier partners, we are unable to accept cancellations or issue refunds due to the perishable nature of food items.
Note on Bank Processing: For all approved cancellations and refunds, please allow 7 to 10 working days for the refunded amount to officially reflect in your bank account or card statement, depending on your financial institution’s processing times across Malaysia.