Studio Returns & Refunds policy
Returns & Exchanges
Due to the artisanal and perishable nature of our 80g matured cookies, we do not accept returns or exchanges once the product has left the Studio or been received by the customer. Each batch is custom-matured for 48 hours specifically for your order.
Cancellations
Outside 48 Hours: Cancellations made at least 48 hours before your scheduled pickup will receive a full refund.
Inside 48 Hours: Once your dough has entered the maturation phase, we cannot offer a refund as the ingredients have been committed to your specific order.
Delivery & Handling
Third-Party Booking: Since delivery is arranged by the customer, the Studio is not liable for damages, melting, or delays caused by the courier during transit.
Studio Hand-off: We ensure all orders are packed securely and handed over from our Makati-based studio in pristine condition. Once the courier accepts the package, the responsibility for the item's physical integrity shifts to the courier and the customer.
Note: By booking your own courier, you acknowledge that the Studio is not responsible for transit-related damages.
Quality Concerns
Your satisfaction is essential to our Studio. If there is an issue with your order (e.g., incorrect flavor):
Please get in touch with us within 2 hours of receipt with a photo of the product.
We will review concerns on a case-by-case basis and may offer a Studio credit or a replacement for your next scheduled pickup.
Unclaimed Orders
As we bake on a strict pre-order basis, orders not picked up by the end of the scheduled pickup window/day (without prior notice) are non-refundable. After this window, we cannot guarantee the freshness of the product.
Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us by email studio@grabiteph.com
