Last Updated: 21 September 2026
At Crunchy Teeth, we put care into every bake we make. Our products are prepared, packed and handled with care, and we want every customer to have a positive experience.
Because our products are food items and many are freshly baked or have a limited shelf life, we generally cannot accept returns simply because a customer has changed their mind or no longer wants the product.
However, if you receive a product that is incorrect, damaged, defective, unsafe, or does not conform to your order, please contact us as soon as possible. We will review the matter and, where appropriate, arrange a replacement, refund, or other suitable remedy.
This policy applies to purchases made through our website, WhatsApp, roadshows, events and other direct sales channels operated by Crunchy Teeth, unless otherwise stated at the time of purchase.
1. Food Products & Returns
For food safety and hygiene reasons, opened, partially consumed or used food products generally cannot be returned.
This includes:
- Cookies
- Cakes and cake loaves
- Brownies
- Mooncakes
- Snowskin mooncakes
- Thousand Layers Spiral Mini Mooncakes
- Golden Piggies Mooncakes
- Gift sets
- Seasonal and festive products
- Other freshly prepared or packaged food products
If there is a problem with your order, please contact us first rather than sending food products back to us.
Where a return is required, we will provide instructions on how the product should be handled.
2. When Can I Request a Refund or Replacement?
You may contact us if:
A. You received the wrong product
For example:
- You ordered one product but received another.
- The quantity supplied is different from the quantity ordered.
- A different flavour or variant was supplied.
- You received the wrong gift set.
Where we confirm that the error was made by us, we may offer a replacement or refund, depending on the circumstances and availability.
B. Your product arrived damaged
If your product is damaged when you receive it, please contact us promptly.
Examples may include:
- Seriously damaged packaging
- Broken or crushed products
- Leaking packaging
- A gift box that has been materially damaged during delivery
- Other damage that affects the product’s usability or presentation
Please provide photographs of:
- The product
- The packaging
- The delivery parcel, where applicable
- Your order confirmation or receipt
This will allow us to investigate the matter quickly.
C. The product has a quality or safety issue
If you believe that a product is spoiled, contaminated, unsafe, or otherwise unsuitable for consumption, do not consume it.
Please contact us immediately and provide:
- Your order number
- Product name
- Date of purchase/collection
- Photographs of the product and packaging
- Batch or expiry information, where available
- A description of the issue
We may request that the product be retained for investigation or provide specific instructions regarding disposal.
Food safety concerns will be treated seriously and investigated appropriately.
D. The product does not conform to your order
If the product supplied does not correspond with what you ordered or otherwise does not conform to the agreed description, please contact us.
Depending on the circumstances, we may offer:
- Replacement
- Refund
- Partial refund or price reduction
- Another appropriate remedy
Nothing in this policy is intended to exclude or restrict any rights or remedies that cannot lawfully be excluded under Singapore law. Singapore’s Lemon Law provides consumer remedies for qualifying goods that do not conform to contract.
3. Change of Mind & Unwanted Products
Because our products are food items, we generally do not accept returns or provide refunds simply because you have changed your mind.
Examples include:
- You no longer want the product.
- You ordered the wrong flavour.
- You ordered more than you need.
- You do not like the taste.
- You found another product you prefer.
- You purchased the product as a gift but no longer require it.
- You did not check the product information before ordering.
We encourage customers to carefully review the product description, flavour, quantity, ingredients, allergens, collection/delivery arrangements and other relevant information before completing their purchase.
4. Allergies & Dietary Requirements
Customers are responsible for reviewing the product information and informing us of relevant dietary requirements or allergies before placing an order.
Our products may contain or come into contact with ingredients such as:
- Wheat / gluten
- Eggs
- Milk / dairy
- Nuts
- Peanuts
- Soy
- Other allergens
Where applicable, allergen and ingredient information will be provided with the product or through our ordering channels.
If you have a serious food allergy, please contact us before ordering.
We cannot accept responsibility for an allergic reaction where the relevant allergen information was provided and the customer chose to consume the product.
5. Product Appearance
Our products are handmade and/or prepared in small batches.
Therefore, minor variations in colour, shape, size, decoration, texture and appearance may occur between individual products.
These natural variations do not necessarily indicate a defect.
For example, handmade mooncakes may have slight differences in:
- Colour
- Decorative details
- Shape
- Surface texture
- Size
- Placement of decorative elements
We consider these variations part of the character of handmade products.
However, if you believe the variation is significant enough to constitute a product defect or the product materially differs from its description, please contact us so that we can assess the matter.
6. Promotional Products & Special Offers
Promotional products, discounted products, festive bundles and special offers may be subject to additional terms.
Unless otherwise stated:
- Promotional items remain subject to our normal quality and safety standards.
- A promotional price does not remove applicable consumer rights.
- Promotional products that are correctly supplied cannot generally be returned simply because the customer has changed their mind.
- Special promotional terms will be displayed at the time of purchase.
Where a promotion includes a free product, the free product may form part of the promotional terms and may not have a separate cash value.
7. “Buy 2 Get 1 Free” Promotions
For promotions such as Buy 2 Get 1 Free, the promotional conditions will be clearly stated at the time of purchase.
Where applicable, customers may be required to select how the free product is allocated, such as:
- Keeping the free box;
- Pledging the free box to an eligible community initiative; or
- Selecting another option specified in the promotion.
Once the order has been confirmed, changes to the selected option may not be possible.
If one or more paid products are unavailable, defective or incorrectly supplied, we will assess the appropriate remedy based on the circumstances of the order and the applicable promotional terms.
8. Refunds for Delivery Issues
If your order is delivered to the wrong address because the address supplied by the customer was incorrect or incomplete, we may not be able to provide a refund or replacement.
Customers are responsible for providing:
- Correct name
- Correct delivery address
- Correct contact number
- Any relevant delivery instructions
If a delivery problem is caused by us or our appointed delivery provider, please contact us as soon as possible so that we can investigate and determine the appropriate resolution.
9. Failed or Missed Delivery
If you are unavailable to receive your order at the agreed delivery time, additional delivery arrangements or charges may apply.
For food products, repeated delivery attempts may not always be possible because of freshness, food safety and storage requirements.
Where a delivery cannot be completed because of circumstances attributable to the customer, we reserve the right to assess the situation individually.
10. Roadshow & Physical Store Purchases
For purchases made directly at our roadshows, booths, events or physical locations, customers are encouraged to check their order before leaving the premises.
Please verify:
- Product
- Quantity
- Flavour
- Packaging
- Promotional items
- Gift sets
If you notice an error immediately, please speak to our staff so that we can try to resolve it on the spot.
For food safety reasons, returns of opened or consumed products will generally not be accepted.
11. How to Request a Refund or Replacement
Please contact us through:
WhatsApp:
+65 9648 0067
+65 8949 4943
When contacting us, please provide:
1. Your name
2. Order number / receipt
3. Date of purchase
4. Product name
5. Description of the issue
6. Photographs or videos, where relevant
7. Delivery details, where applicable
Providing clear photographs helps us investigate and resolve issues more quickly.
12. Timeframe for Reporting Issues
For damaged, incorrect or defective food products, we strongly recommend contacting us as soon as possible after receiving or collecting your order.
For delivery orders, please notify us ideally within 24 hours of delivery.
For collection or roadshow purchases, please notify us as soon as the issue is discovered.
For food safety concerns, please contact us immediately and do not consume the affected product.
The reporting timeframe above helps us investigate the condition of the product while information about storage, handling and delivery remains available.
It does not remove any statutory rights that may apply under Singapore law.
13. Evidence & Investigation
To determine the appropriate resolution, we may ask for:
- Photographs
- Videos
- Order confirmation
- Receipt
- Product packaging
- Batch number
- Expiry or best-before information
- Delivery information
In certain cases, we may ask customers to retain the affected product and packaging for investigation.
Please do not dispose of a product that is the subject of a food-safety or quality complaint unless we have advised you that disposal is appropriate.
14. Refund Methods
Where a refund is approved, we will generally refund the amount through the original payment method where reasonably practicable.
Depending on the payment method used, the time taken for the refund to appear in your account may vary.
We will inform you of the refund arrangement once the refund has been approved.
15. Refund Processing Time
Once a refund has been approved, we will process it within a reasonable period.
The actual time for the funds to reach your account may depend on:
- Payment method
- Bank processing time
- Payment gateway
- Card issuer
- Other financial institutions involved
Crunchy Teeth cannot control processing times imposed by third-party financial institutions.
16. Partial Refunds
In appropriate circumstances, we may offer a partial refund or price reduction instead of replacing the entire order.
This may be considered where:
- Only part of an order is affected;
- A minor part of a bundle is unavailable;
- A product has a confirmed issue that does not require complete replacement; or
- Another reasonable resolution is appropriate.
Any partial refund will be discussed with the customer before being processed.
17. Replacement Products
Where a replacement is approved, we will endeavour to provide the same product.
However, some products are seasonal, limited-edition or subject to availability.
If the same product is unavailable, we may discuss an alternative solution with you, which may include:
- An alternative product of comparable value;
- A partial refund;
- A full refund for the affected product; or
- Another appropriate remedy.
18. Cancellation of Orders
If you need to cancel an order, please contact us as soon as possible.
Cancellation may be possible if preparation or fulfilment has not yet begun.
However, once a food order has been prepared, packed, dispatched or otherwise committed for fulfilment, cancellation may no longer be possible.
For customised, specially prepared or pre-ordered products, additional cancellation conditions may apply.
Any cancellation request will be assessed based on the status of the order and applicable consumer rights.
19. Pre-Orders & Seasonal Products
For pre-orders and seasonal products such as mooncakes, customers should carefully check:
- Collection date
- Delivery date
- Product quantity
- Flavour
- Storage instructions
- Best-before / expiry information
- Any promotional conditions
Because seasonal products are prepared specifically for the relevant period, cancellation after preparation may not be possible unless otherwise required by law or agreed by Crunchy Teeth.
20. Food Safety & Storage
Customers are responsible for following the storage and consumption instructions provided with the product.
Once a product has been delivered or collected, improper storage or handling may affect its quality and safety.
For example, customers should follow any instructions regarding:
- Refrigeration
- Room-temperature storage
- Keeping packaging sealed
- Consumption after opening
- Best-before or expiry dates
Singapore Food Agency guidance emphasises checking packaging integrity, storage conditions and expiry information when purchasing food.
21. Products That Have Been Improperly Stored
We may not be able to provide a refund or replacement where a product has been improperly stored or handled after collection or delivery.
Examples include:
- Leaving a product in excessive heat;
- Failing to refrigerate a product where refrigeration is required;
- Consuming a product after its stated expiry/best-before period;
- Leaving an opened product exposed for an extended period;
- Damaging the product after receiving it.
However, if you believe a product was already defective or unsafe when supplied, please contact us so that we can investigate.
22. Gifts & Third-Party Recipients
If you purchase a product as a gift and provide another person’s delivery address, you remain responsible for ensuring that the order details are correct.
If the recipient discovers an issue with the product, they may contact us, but we may require the original purchaser’s order details before processing a refund or replacement.
23. Refunds for Incorrect Customer Information
We are not normally responsible for losses arising from incorrect information supplied by the customer, including:
- Incorrect delivery address
- Incorrect telephone number
- Incorrect email address
- Incorrect product selection
- Incorrect quantity
- Incorrect collection date
We will nevertheless try to assist wherever reasonably possible.
24. No Unauthorised Returns
Please do not send products back to us without first contacting our team.
Unauthorised returns may not be accepted because food products require appropriate handling for hygiene and food-safety reasons.
We will provide return instructions where a return is appropriate.
25. Our Commitment to You
At Crunchy Teeth, our goal is not simply to sell baked goods.
Our work is about creating meaningful opportunities, developing skills and supporting inclusive employment.
We therefore want our customers to feel confident that when something genuinely goes wrong with an order, we will listen, investigate and work towards a fair resolution.
We ask for the same care from our customers by following the storage, handling and consumption instructions provided with our products.
26. Your Statutory Rights
Nothing in this Refund & Returns Policy is intended to:
- Exclude any rights that cannot legally be excluded;
- Limit any remedy available to a consumer under applicable Singapore law;
- Misrepresent a customer’s legal rights; or
- Prevent a customer from exercising any statutory right or remedy.
Where applicable, Singapore’s Consumer Protection (Fair Trading) Act and Lemon Law provide consumer protections concerning qualifying transactions and goods that do not conform to the contract.
Where there is a conflict between this policy and a mandatory requirement of applicable law, the mandatory legal requirement will prevail.
27. Changes to This Policy
Crunchy Teeth may update this Refund & Returns Policy from time to time to reflect changes to our products, services, business practices or applicable legal requirements.
The latest version will be published on this page with the updated date shown at the top.
28. Contact Us
If you have a question about an order, refund, replacement or product issue, please contact us:
Crunchy Teeth
📲 WhatsApp:
+65 9648 0067
+65 8949 4943
📍 Crunchy Teeth
1 Beach Road, #01-4725,
Beach Road Gardens,
Singapore
For website orders, please include your order number whenever possible.
