Refund policy

Due to the perishable nature of our products, we generally do not accept returns or offer refunds for items based on a change of mind, taste preference, or if the packaging has been opened. Refunds are typically offered only for products that are proven to be damaged or defective upon delivery, and reported within the specified timeframe.

If your sweets arrive damaged or defective in any way, please contact us at sweetfactory@theprimasari.com or +6282124056430 (Whatsapp) as soon as possible to arrange a suitable resolution, such as a return, exchange, or refund.

Kindly note that you are required to inform us of any product fault within the period from delivery until the fault or problem could reasonably be expected to manifest. Given the nature of our products, we estimate this period to be approximately 48 hours.