Last reviewed: 02 April 2026
Bread and pastry are perishable, hand-made, and tied to a specific bake. That makes the standard online “14-day return window” meaningless for what we do. Instead, we have written a policy that genuinely fits a bakehouse — one that prioritises swift resolution on the day, and is honest about the limits of returns for fresh food.
1. Our promise
If a Jumpnex product does not meet the standard you reasonably expected when you ordered it, we will make it right. The form that takes — replacement, store credit, refund — depends on the situation, and we are happy to talk it through with you.
2. Walk-in counter purchases
If you take an item home from the counter and find an issue with it (under-baked, stale on the day of purchase, foreign body, mis-labelled allergen), please return it to the original bakehouse within 24 hours, with the receipt where possible. We will replace, exchange or refund — your choice.
- If the product has been substantially consumed but the issue is genuine (for example, an off flavour discovered halfway through), we will still consider replacement or store credit on a case-by-case basis.
- We cannot accept returns based on a personal taste preference (e.g., the rye is too sour for you). We are, however, always happy to swap an unopened item.
3. Pre-ordered cakes
For celebration cakes and pre-orders:
- Issue raised on the day of pickup or delivery. If the cake is not as briefed (wrong colour, wrong inscription, structural issue), please contact the bakehouse before serving. Where possible, we will collect, repair, or replace within the same day. Where not possible, we will refund or issue store credit equal to the value of the affected item.
- Issue raised after the event. If something was wrong with the cake at the event itself, please contact us within 48 hours with photographs. We investigate every report and offer a partial or full refund, or a complimentary cake of equal value within six months.
- Cancellation by you. Cancellations made more than 7 days before pickup: full refund. Between 7 days and 48 hours: deposit retained, balance refunded. Within 48 hours: deposit retained, balance refunded only if we are able to repurpose ingredients.
- Cancellation by us. If we are unable to fulfil a pre-order due to a bakehouse issue, we will refund the entire amount — deposit included — within five working days.
3.1. Bespoke commissions
For bespoke cakes (custom design briefs, three or more days’ lead time), the deposit is non-refundable once we have begun the design and ingredient sourcing — usually 48 hours after confirmation. We will tell you in writing when this point is reached. The balance follows the standard pre-order schedule above.
4. Catering and corporate orders
Catering orders carry a separate written agreement that supersedes the consumer policy above. As a baseline, however:
- Headcount can be reduced by up to 20% with no penalty until 48 hours before service.
- Issues raised on the day of service are eligible for partial credit on the next order.
- Substantive issues affecting a majority of items are reviewed individually with the events lead.
5. Allergens and special diets
If you order a product on the basis of an allergen claim and there is a verifiable error in our labelling, we treat that as the most serious form of issue. Please contact us immediately on +60 3-2789 5641, and follow up by email so the kitchen lead can investigate. Refunds for verified allergen mislabelling are processed within two working days, alongside any other steps required.
6. How refunds reach you
Refunds are returned to the original payment method. Card and FPX refunds typically reflect within five working days. Cash refunds are issued at the counter on the day. Store credit, when chosen, is recorded against your contact and is valid for 12 months from issue.
7. The simplest way to raise a concern
Reach the bakehouse the same day if at all possible — either by calling +60 3-2789 5641 or by writing to [email protected] with “Order issue” in the subject line. Photographs and your order reference (or pickup time and bakehouse) make our investigation faster, but they are not required.
Above all: tell us. We would rather hear about a problem than have you walk away unhappy.