One Crunch Lady
Refund & Cancellation Policy
We bake to order, in small batches, once payment is confirmed. Because of that, this policy is stricter than a typical retail return policy - please read it before you pay.
Cancelling an order
You can cancel for a full refund if you tell us at least 24 hours before your scheduled pickup time. Message us on WhatsApp with your order reference to cancel.
Cancellations made less than 24 hours before pickup may not be refundable, since baking for your order may already be underway. We will always tell you if that is the case before declining a refund.
Missed pickups
If an order is not collected on the scheduled date and you have not arranged a new pickup time with us in advance, it is treated as a no-show. Because our cookies are perishable and made to order, no-show orders are not eligible for a refund.
Once your order is collected
Our cookies are perishable, freshly baked goods, so we cannot accept returns once an order has been collected. This is a food-safety and hygiene requirement, not a judgement on your order.
Quality issues
If something is genuinely wrong with your order - wrong item, missing item, or a quality problem - message us on WhatsApp within 24 hours of collection with a photo and your order reference. We will sort out a replacement or a refund for the affected item at our discretion. We are not able to action reports made after that window, since freshness can no longer be verified.
How refunds are paid
There is no payment gateway here - you pay by PayNow and we confirm it by hand, so refunds work the same way. An approved refund is returned by PayNow to the same mobile number the payment came from, within 3-5 business days of approval. We cannot refund to a different PayNow number or bank account.
Contact
For a cancellation, a missed pickup, or a quality issue, reach us on WhatsApp with your order reference. See also our Privacy Policy.
Baked with Mom Strength. Thank you for trusting us with your order.