Terms of Service

PRICING

All prices are stated in Malaysian Ringgit (RM).

 

ALLERGIES AND SPECIAL DIETARY REQUIREMENTS 

All our cakes contain eggs, gluten and daily products. As such, our products may not be suitable for those diagnosed with lactose intolerant and celiac disease (allergic to gluten).

Please also be advised that some of our products may contain traces of nut and therefore, will not be suitable for those who have an allergic reaction to nuts.

Please do contact us at bns.brownsugar@gmail.com to discuss on the ingredients.

 

DELIVERY CONDITIONS

B&S products can be collected personally or have the delivered to a requested address.

Please be informed that delivery arrangements are made via in-house runner and third party and charges are applicable, depending on the distance covered between our baking studio and the requested address.

HOWEVER, delivery arrangements will only be scheduled once full payment has been made.

Once delivery arrangement is confirmed, it is important to ensure that the customer or representative is available to receive the product as failure to collect the product from the courier will result in the product being returned to B&S, without refunds.

It is also equally important for customers to choose their preferred time-slot (time to have their product delivered) to avoid unforeseen circumstances or factors that are beyond our control, like the weather and Kuala Lumpur traffic.

 

DAMAGES TO THE PRODUCT

Please also be advised that B&S will not be held liable for any damages to the product during the delivery process or after it has left our premises.

B&S will also not be held accountable should the product sustain any damages, should you opt for self-pickup, after it has left our premises.

 

STORAGE AND CONSUMPTION 

We recommend that our products are best consumed within 48 hours after collection and/or delivery. Additionally, our products must be chilled or kept refrigerated for up to three days.

All of our products must be stored in the refrigerator and brought back to room temperature before consuming.

 

CANCELLATION AND REFUND

Purchased Goods:

Any cancellation is possible so long as it is five (5) days prior the scheduled pickup and/or delivery date. In the case where your purchased goods preparation has started, we will not accept any cancellation after.

Please be informed that all cancellations are subject to 6% fee to cover the transaction fee incurred and no refunds will be provided should the order is cancelled within two weeks (14) notice. While If the order is cancelled within less than the five-day (5) notice, 15% fee will be charged to cover the costs and no refunds will be provided, regardless of the circumstances.

Physical Workshop and Classes:

A cancellation is possible. However, students are entitled to a 25% refund, provided they cancel the class six (6) weeks or 42 days prior to the event date.

If the cancellation period goes beyond the stipulated time, 100% of the payment are non-refundable. However, the booking can be transferred to another name.

A 100% refund is only applicable in the event the chefs cancel the classes and/or workshop.

Online Workshop and Classes:

At Brown & Sugar, we strive to provide a high-quality learning experience through our online classes. However, due to the digital nature of our content, all sales for online classes are final and non-refundable.

If you are unable to attend a live class or access the recorded session due to technical difficulties, please reach out to our Customer Service Team at bns.brownsugar@gmail.com and we will do our best to assist you.

Please note:

  • Access to recorded sessions (if applicable) will be provided for a limited time, as stated in the class details.
  • Refunds are only considered in the event of a cancellation or rescheduling by Brown & Sugar.

 

CUSTOMER DISSATISFACTION

B&S is committed to delivering exemplary and professional customer service.

Therefore, customers may forward their complaints and woes pertaining our products and/or services to bns.brownsugar@gmail.com, and we will do our utmost best to attend to them accordingly.

We also welcome feedback that will also help us in improving our business.

 

ARTISTIC LICENSE DISCLAIMER

Customers may share photo samples of their desired designs, however, all designs are subject to the artistic expression of B&S. Pictures are served for inspiration purposes ONLY.

While all our products are one of a kind and handmade, some garnishes are dependent on their availability such as seasonal fruits and edible flowers.

When a certain design and styling element is unavailable, B&S will strive to replace the element with another to uphold the artistic integrity of B&S.

Please be advised that none of our products will ever replicate or look identical to another B&S product or sampled images due to artistic rights and licensing.

Please also be advised that our cake artist is blessed with a distinctive style that B&S pride ourselves with and under any circumstances would we ever copy another cake maker’s designs.