Return & Refund Policy

At Dylan Patisserie, we are committed to delivering high-quality products and ensuring customer satisfaction. Due to the perishable nature of our baked goods, we maintain a strict no-return policy for perishable items. However, we understand that issues may arise, and we are happy to address concerns on a case-by-case basis.

1. Return Policy

For non-perishable items (such as hampers and cookies), returns are accepted within 24 hours of receiving your order, provided that:

• The items remain unopened, unused, and in their original packaging.
• The return request is approved in advance.

Return Guidelines:

• Return requests must be made within 24 hours of receiving your order.
• Customers are responsible for return shipping costs.
• No restocking fees apply.
• Certain collections are final sale and non-returnable (see Section 3).

To initiate a return, please contact us at order.takers@dylanpatisserie.com and send your return to:

116 Jupiter Street, Bel-Air Village, Makati, 1209.

⚠️ Returns sent without prior approval will not be accepted.

2. Refunds & Order Issues

If you experience any issues with your order, please contact us within 24 hours of receiving your item.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please provide:

• Clear photos of the item and packaging.
• A detailed description of the issue.

We will review your case and may offer a replacement or store credit at our discretion.

Quality Concerns

If you believe there is a quality issue with your order, please provide:

• A description of the concern.
• Photos for assessment.

Refund Process

If a refund is approved:

• It will be processed via the original payment method within 10 business days.
• If you do not receive your refund within 15 business days of approval, please contact us at order.taker@dylanpatisserie.com.

3. Non-Returnable & Non-Refundable Items

The following items cannot be returned or refunded:

• Perishable goods (cakes, pastries, and other fresh food items).
• Final sale collections (Specify collections here).
• Items that have been consumed or improperly stored.
• Incorrect orders placed by the customer.
• Delays caused by third-party delivery services (Lalamove, Grab Express, etc.), unless due to negligence on our part.
• Custom or personalized orders.
• Gift cards and promotional sale items.

4. Exchanges

We do not offer direct exchanges. If you would like a different item, you will need to:

• Return the original item (if eligible).
• Place a new order for the replacement.

Thank you for choosing Dylan Patisserie. We appreciate your trust and are committed to ensuring your satisfaction!