Terms and Condition

Terracotta Bakehouse (“we”, “us”, “our”) is a Malaysia-based bakehouse specializing in artisanal cookies, baked goods, and gifting products. By using our website or purchasing our products, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.

Orders

Order Acceptance

All orders placed on our website are subject to acceptance and availability. We reserve the right to refuse or cancel an order at any time due to stock availability, payment issues, or any other unforeseen circumstances.

Pre-Orders

Certain items, including seasonal gift boxes, may be available only via pre-order. Delivery or pick-up dates for pre-orders will be stated on the product page. By placing a pre-order, you agree to the stated fulfilment timeline.

Order Changes

Changes to an order (including delivery address, product selection, or quantity) must be requested within 24 hours of placing the order. Changes may not be possible once your order has been processed or baked.

Pricing & Payment

Pricing

All prices are listed in Malaysian Ringgit (RM) and may be updated without prior notice.

Payment

Full payment must be made at checkout. We accept major payment methods supported by our payment gateway (e.g., credit/debit cards, FPX, e-wallets). Orders will only be processed once payment is successfully completed.

Promotions & Discounts

Promotional codes or discounts cannot be combined unless stated otherwise. We reserve the right to modify or withdraw promotions at any time.

Delivery & Pickup

Delivery Zones

We deliver to selected areas within Klang Valley. Delivery availability will be shown at checkout.

Delivery Schedule

Delivery dates and times are subject to availability. While we do our best to deliver within the selected timeframe, delays may occur due to traffic, weather, or third-party courier issues.

Failed Deliveries

If no one is available to receive the order:

  • The rider may leave the order at a safe location, OR

  • The order may be returned to us.
    A redelivery fee will apply. Refunds will not be provided for failed deliveries due to customer unavailability.

Self Pickup

If you select self pick-up, please collect your order within the designated time. Terracotta Bakehouse is not responsible for spoilage due to late collection.

Product Quality & Consumption

Freshness

All products are baked fresh. Shelf life may vary depending on the item. Storage instructions will be provided where necessary.

Allergens

Products may contain or come into contact with common allergens such as gluten, dairy, eggs, nuts, and soy. Customers with allergies should consume at their own discretion.

Food Handling

Once delivered or collected, customers are responsible for proper handling and storage of products. Terracotta Bakehouse is not liable for spoilage caused by improper handling.

Cancellations & Refunds

Cancellation

Orders may be cancelled within 24 hours of purchase, provided they have not yet been baked or prepared. Once preparation has begun, cancellations are not permitted.

Non-Refundable Items

Due to the perishable nature of our products, all confirmed and prepared orders are non-refundable and non-exchangeable.

Quality Issues

If your order arrives damaged or incorrect, please contact us within 12 hours with photos. We will review the case and may offer a replacement or store credit. Decisions are made on a case-by-case basis.

Intellectual Property

All content on this website—including images, logos, brand elements, product descriptions, and text—is the exclusive property of Terracotta Bakehouse.
Unauthorized use, reproduction, or distribution is strictly prohibited.

Website Use

You agree not to misuse the website, attempt unauthorised access, or engage in activities that disrupt the site’s functionality.

Limitation of Liability

Terracotta Bakehouse shall not be liable for:

  • Delays caused by third-party couriers

  • Damage or spoilage after delivery or pickup

  • Allergic reactions or misuse of products

  • Losses resulting from incorrect information provided by the customer

Changes to Terms & Conditions

We reserve the right to update these Terms & Conditions at any time. The latest version will always be posted on our website.

If you require further assistance, please contact us.