Refund & Return Policy

At KNEAD by CW, we take pride in baking fresh, high-quality goods for you. Because our products are perishable food items, our policy is structured to ensure food safety, quality control, and fairness. Please read our guidelines carefully before placing an order.



1. Returns and Exchanges

No Returns Accepted: Due to the perishable nature of our products (muffins, cakes, and fresh bakes), we do not accept returns or exchanges once an order has been successfully picked up or delivered and accepted.

Reasoning: Once items leave our premises and are in the customer's possession, we cannot control environmental factors (such as temperature, humidity, or handling) or accidental damage. To ensure food safety for all, all sales of accepted items are final.

2. Inspection Upon Delivery or Pickup

Your Responsibility: We kindly ask you or your designated representative to inspect your order thoroughly at the time of pickup or upon delivery.

Reporting Issues: If there is a gross error on our part (e.g., completely incorrect items delivered), you must notify us within 2 hours of receiving your order with photographic proof so we can investigate and rectify the mistake.

3. Refund Policy for Fresh Bakes (Cakes & Muffins)

General Rule: Due to fluctuating storage conditions by customers that are entirely beyond our control, fresh bakes (such as custom cakes and daily muffins) are generally non-refundable once accepted.

Exceptions: Refunds or store credits will only be considered on a case-by-case basis if a verifiable structural or major fulfillment error occurred prior to handover (e.g., severe transit damage caused exclusively by our delivery rider, provided it is reported immediately).

4. Refund Policy for Retail Products (Packaged Goods)

Pre-packaged Retail Items: For packaged retail products (shelf-stable goods), we will offer a refund or replacement if the product is found to be rancid or showing signs of fungus before the stated Best Before date. However, we generally do not do refunds for daily fresh baked goods.

Conditions for Retail Refunds:
• The issue must be reported before the Best Before date.
• You must provide a photo/video of the defect alongside the batch number or receipt.
• The product must not have been exposed to improper storage conditions (e.g., direct sunlight, extreme humidity, or opened and left unsealed).

5. How to Report an Issue
If you believe your product qualifies for an exception under our policy, please reach out to us immediately:

Email: kneadbycw@gmail.com

WhatsApp/Phone: +6019-3837812

Required Details: Order number, photos of the issue, and a brief description.