Policies

1. Privacy Policy

We respect your privacy and are committed to protecting your personal information.

When you place an order or contact us, we may collect details such as your name, contact number, email address and delivery information. This information is used only to process your order, arrange delivery or pickup, and communicate with you regarding your enquiry.

We will not sell or share your personal information with third parties except where necessary to fulfil your order or as required by law.

2. Terms & Conditions

By placing an order with The Dough Factory, you agree to the following:

All orders are subject to availability and confirmation.
Prices shown on our website are in Malaysian Ringgit (RM) and may be updated from time to time.
Orders are only confirmed once payment has been received and acknowledged by our team.
Product appearance may vary slightly from the photos shown.
For custom or large orders, advance notice may be required.
Customers are responsible for providing accurate contact and delivery details.
We reserve the right to amend or cancel an order if necessary due to product availability or unforeseen circumstances.
As our pastries are freshly prepared, orders are generally non-refundable and non-cancellable once preparation has started.
If you need to make changes or cancel your order, please contact us as soon as possible. We will try our best to accommodate your request depending on the order status.
If an order cannot be fulfilled due to an issue on our side, we will arrange an appropriate replacement, rescheduling or refund where applicable.
For any issue with your order, please contact us within 24 hours of receiving or collecting your order, together with your order details and photos where relevant, so our team can assist you.

3. Shipping & Pickup Policy

We offer self-pickup and delivery for selected orders.

Self-Pickup
Orders can be collected from our designated pickup location during the confirmed collection time. Please ensure your order is collected within the agreed time.

Delivery
Delivery is available depending on location and availability. Delivery fees will be calculated based on the delivery address and confirmed with the customer before payment.

Once an order has been handed over to the delivery partner, The Dough Factory is not responsible for delays caused by traffic, weather or other circumstances beyond our control.