Terms & Condition

Dear Valued Customer, Thank you for choosing SOFLLE Bakes Pte Ltd – SOFLLE for all your products needs. By making payment, you are deemed to have read, understood and accepted the following terms. For the purposes of clarity, SOFLLE Bakes Pte ltd shall be referred to as “SOFLLE”/We”/“Our”/”Us” in this policy. 

COMMITMENT TO QUALITY EXCELLENCE 

Above all, we prioritize ensuring that the goods we supply meet the standard of satisfactory quality as outlined in Section 14(2) of the Sales of Goods Act and align with the provisions of the lemon law outlined in the Consumer Protection (Fair Trading) Act.
 
At SOFLLE, the safety, quality and hygiene of all our products is our top priority. Our products are produced in a state of environment approved by Singapore Food Agency, and high standards in quality and integrity in food safety.

During transit, our products are handled with care by a team of dedicated drivers in temperature controlled vehicles. Our drivers adhere to a set of strict Service Standards including the commitment to making your deliveries on-time, every time as well as ensuring your products are delivered as Ms Flora herself intended. 


PAYMENT CONDITIONS
 

‘Pricing Policies
 Our prices are fixed and not subject to negotiation. We do not offer price matching because our pricing reflects the superior quality of our work and ingredients. Upon successful payment, the listed price(s) for the order are locked in, safeguarding against any subsequent price hikes until delivery, except in exceptional circumstances beyond our control, such as increases in ingredient or fuel costs.
 
Periodically, we provide discounts and various promotional offers. Therefore, it is our policy to exhibit prices that incorporate discounts or promotional pricing throughout the duration of the promotion.

We are dedicated to maintaining accuracy in pricing to avoid both overcharging and undercharging. To achieve this, our policy mandates transparent listing of all prices in Singaporean Dollars, along with delivery and shipping fees, as well as any additional charges.

‘Placing an Order
To complete your order, please adhere to the guidelines outlined on the Checkout page of this website. You have the option to rectify any errors in your order until you proceed to click on the “Pay Now” button located on the “Pay” page. Orders can be placed up to 30 days ahead of the intended delivery date. Please note that orders typically have a lead time of 3 to 5 working days, though this may vary during peak periods.

You must provide the requested information for us to process your order. We reserve the right to request further information from you at any time to enable us to complete your order and/or to comply with regulatory requirements. We will use various procedures to authenticate each transaction. By placing an order, you confirm that the details contained in the order are correct in all respects. The system will display a confirmation page listing out the details of your order. This confirms receipt of your order.

A contract between you and us is only formed when we receive your payment and send you a confirmation email that your order and payment has been accepted. Please print a copy of the confirmation page for your records. We may, at any time, decline to process your order or any part of your order for any reason including where insufficient or incorrect information has been provided, authentication has not been possible or an exchange rate has been quoted in error.

You will be required to pay for your order by making a payment via credit/debit card/PAYNOW/Atome/bank transfer. Pre-payment with credit card / PAYNOW / Atome / Bank Transfer is required through our online shop. Cash on delivery or any other payment method is not accepted. Upon completion of your order you will receive an email, an automated order summary and an invoice.

‘Children/Minors
Children/minors under the age of 18 must seek permission from their parents before placing an order and are deemed to have done so.

CANCELLATION
Cancellation of orders can be facilitated by contacting our Customer Service hotline at +65 9233 0122. Please be aware that cancelling an order incurs an administrative fee of $10. The refund amount will be calculated based on the time interval between cancellation and the Date of Collection/Delivery as follows: 

– 3 or more days before the Date of Collection/Delivery: 100% refund (excluding $10 admin charges)
– 2 days before the Date of Collection/Delivery: 50% refund
– 1 day before the Date of Collection/Delivery: 25% refund
– Actual Date of Collection/Delivery: No Refund

ALTERATIONS AND CHANGES TO YOUR ORDER
It is your responsibility to thoroughly review and verify the details of your order. Any requests for order amendments must be submitted in writing at least 36 hours before the specified delivery/collection time. Please note that altering orders incurs an administrative fee of $10. 

Illustrations and descriptions provided on our website or through other means serve as guidance and may not precisely match the goods you receive. We cannot guarantee that all specific products, including ingredients and add-ons, used in the production or sale of our goods at any given time will be consistent for all present or future orders. 

While we strive to notify you of any changes, we reserve the right to substitute items of equal or superior quality without prior consultation. Additionally, we retain the right to modify the design, appearance, and technical specifications of our products at any time without notice.


ALLERGIES & SPECIAL DIETARY REQUIREMENTS
Our products contain gluten, eggs, and dairy, making them unsuitable for individuals with allergies or intolerances to these ingredients. Please be mindful that our products may contain traces of nuts. We are not liable for any adverse reactions resulting from the consumption of our products by individuals with nut allergies or any other food sensitivities. Additionally, please note that our products are non-halal.

DELIVERY & COLLECTION CONDITIONS
You can either collect our products directly from our studio at no additional cost or opt for delivery to a specified address for $20.00 on purchases below $200.00. Delivery arrangements must be made in advance, and delivery charges will apply. 

It’s crucial that someone is available to receive the product(s) at the agreed-upon time during delivery. If you’re unavailable or if the delivery address provided is incorrect, inaccurate, or incomplete, we’ll attempt re-delivery, subject to a $25.00 re-delivery charge. Alternatively, you can arrange to collect your products from our office. 

Please note that once we’ve left the premises, we cannot be held responsible for any damage to the product(s) at the delivery destination. Therefore, we require someone responsible to inspect and approve the product(s) upon delivery. Once the product has been delivered and signed for, we assume no liability for any subsequent damage or failure to follow provided instructions. 

If you choose to collect the product(s) and are unable to do so on the specified date within our office hours, please contact us to arrange an extension. We allow collection extensions for up to 5 working days from the original collection date. No refunds will be issued if the order remains uncollected after 5 working days. Once the order has been accepted and collected, we are not liable for any damage to the product(s) once they have left our premises.

‘Location Exclusions
We do not offer delivery services to Jurong Island, restricted airline and cargo zones, BBQ pits, or areas beyond mainland Singapore except for Sentosa Island. Orders destined for these excluded locations will be automatically canceled. 

 If you mistakenly specify your delivery address as the Main Island when it should be Sentosa Island, you will be responsible for covering the additional delivery costs incurred for delivering to Sentosa Island.
 
‘Force Majeure
Neither we nor any delivery service we employ shall be held responsible for any inability to fulfill our obligations if such failure or delay arises from circumstances beyond our reasonable control. Such circumstances include, but are not limited to, fires, floods, explosions, accidents, adverse weather conditions, traffic congestion, mechanical breakdowns, road obstructions, riots, government actions, acts of war, terrorism, acts of God, or any industrial disputes or strikes.
 

PACKAGING
Our products are carefully packaged in boxes tailored to their specifications, ensuring they reach you in pristine condition. Once you receive your products, they become yours to cherish. 


FEEDBACK AND COMPLAINTS
We take every complaint seriously, but we appreciate your understanding regarding factors beyond our control, such as traffic conditions. We cannot be held responsible for any resulting delays. We aim to address all complaints within 5 working days of receiving them. 

For complaints about product quality, they must be lodged within 24 hours of receiving the product(s) to qualify for any form of resolution. If you wish to request an exchange or refund, you must allow us to collect part or all of the product(s) for investigation, as outlined in Section 10. Refunds and Exchange. 

Any complaints regarding our products or services should be directed to our Customer Service team at +65 9233 0122.


REFUNDS AND EXCHANGE
In the unlikely event that our products do not meet our quality standards, we may offer a refund or exchange, depending on the situation. We aim to address all refund or exchange requests within 3 working days of receiving them. 

To be eligible for a refund or exchange, requests must be submitted within 24 hours of receiving the product(s). The complainant must also be willing to allow us to collect part or all of the product(s) for investigation, as requested. If a refund is granted, it will be limited to the value of the disputed product and will be processed via STRIPE or PAYNOW within 2 working days of resolving the complaint. Please note that no further compensation or recourse options beyond mediation will be available. 

In cases where a refund is applicable, we may, at our discretion, offer to exchange the disputed product within 3 days of the complaint as an alternative to providing a refund. Exchange options will not be available in any other circumstances.


RESALE
If you intend to resell our products, whether in full or in part, you are not permitted to make reference to SOFLLE or utilize any SOFLLE brand elements without obtaining our explicit, written consent. This includes SOFLLE’s overall aesthetic, trademarks, logos, text (including product names), images, videos, and other materials. 

If you are interested in purchasing our products for resale purposes, we encourage you to reach out to us at enquiries@soflle.com so that we can discuss and potentially accommodate your needs. 

PRIVACY & DATA PROTECTION POLICY
By accessing this website, you acknowledge that our Privacy Policy governs your use of the site, and it is hereby integrated into these Terms and Conditions for all intents and purposes. Your access to the website indicates your acceptance and agreement to comply with all aspects of the Privacy & Data Protection Policy.