At Zhenhao Sourdough Hub (KT0595965-K) | (www.thesourdoughbao.com), we strive to ensure your orders are packed accurately and delivered in excellent condition. Exchanges are only accepted if your order is damaged, incorrect, or incomplete upon arrival.

Please note: We do not allow order cancellations, item changes, or payment method changes once an order has been placed.

1. Incomplete Order

If any item is missing, please contact us on the day of receiving your order with clear video and photo proof via WhatsApp.

The video must clearly show:

  • The shipment label on your parcel
  • The parcel and the item(s) received

Our team will respond within 24 working hours with further instructions.

2. Wrong Item

If the item received is not what you ordered, notify us on the same day with a video and photo via WhatsApp.

The video must clearly show:

  • The shipment label on your parcel
  • The parcel and the item(s) received

To ensure a smooth exchange, kindly keep the mantou in the freezer.

We will respond within 24 working hours and arrange a re-shipment as soon as possible.

3. Damaged or Bad Item

If your order arrives damaged or moldy, please notify us within 1 day of receiving it with a video as proof.

The video must clearly show:

  • The shipment label on your parcel
  • The parcel and the damaged/defective item(s)

4. Product Variance

A variance of up to 10% in packing quantity, weight, size, or appearance may occur due to manufacturing processes. These variations are considered normal and not classified as defects.

5. Reporting Timeline

  • All issues (damaged, wrong, or incomplete items) must be reported within 1 day of receiving your order.
  • Reports submitted after 1 day will be subject to management approval and are not guaranteed.

6. Return / Exchange Address

Approved exchanges should be sent to:

The Sourdough Bao
(Outlet 2) Jiospace
Lot 1, Jalan 19/1B, Seksyen 1B,
46300 Petaling Jaya, Selangor, Malaysia

Important Notes

  • No cancellations, item changes, or payment method changes are allowed once an order is placed.
  • All returns must be in original packaging and in frozen condition.
  • Exchanges will only be processed after the returned item is received and inspected.