Refund policy
Returns & Refund Policy
Thank you for supporting Project Rou. Because our products are handcrafted and often made-to-order specifically for you, we have established the following policy regarding returns and refunds.
1. Perishable Goods (Baked Goods, Spreads & Treats)
Most of our products are made-to-order. Once an order is placed, we immediately begin sourcing fresh ingredients and preparing materials to fulfill your request.
-
No Returns or Refunds: We do not accept returns or offer refunds for any edible items (cookies, spreads, cakes, etc.) once the order has been processed.
-
Change of Mind: We are unable to offer refunds or exchanges for "change of mind" or taste preferences.
2. Non-Perishable Items
For any non-edible merchandise (such as branded accessories, or tools):
-
7-Day Policy: You have 7 days after receiving your item to request a return if the product is defective.
-
Condition: To be eligible, the item must be unused, in its original packaging, and in the same condition that you received it.
-
No Change of Mind: Returns are only accepted for manufacturing defects or damages. We do not accept returns if you simply change your mind.
3. Damages and Issues
Please inspect your order immediately upon delivery. If the item is defective, damaged, or if you receive the wrong item, please contact us at support@projectrou.com within 24 hours of receipt so we can evaluate the issue and make it right.
For food items, please include a clear photo of the product and the packaging.
4. Local Shipping Only
Project Rou currently only ships within Singapore. We do not offer international shipping.
5. Refunds
If a refund is approved (for defective non-perishable goods or verified order errors), it will be processed automatically to your original payment method. Please allow up to 30 working days for your bank or credit card company to process the refund.