Sui guarantees to deliver products that correspond to the description and the specifications as mentioned on the Website.

Upon receipt of the products, the Customer has to inspect the products immediately. Given the perishable nature of the products, complaints are to be reported immediately by phone call or message and no later than 24 (twenty-four) hours after delivery.

In the event that products delivered by Sui are defective, Sui shall replace the relevant product(s) free of charge without the right to any compensation for the Customer.

Since taste is a very personal matter and subjective we cannot accept the return of any products merely because you do not like the taste. We may consider a refund if the product is brought back to us within 24 hours and the quality of the flavor or texture is determined not to meet our standards. Please note, we do taste our products daily to ensure the highest quality. Quality determination is solely at the discretion of Sui.

Sui shall not be responsible for any defect, where such defect relates to matters not due to Sui, including but not limited to any defect caused by the Customer (e.g. negligent cooling of delivered products that have to be kept refrigerated).

We will not accept the return of any products which have been purchased from another outlet other than this online site or the Ratios brand store location(s).

For cancelation of orders, a full refund will be provided if order is cancelled 24 hours in advance. The 24-hour notice is from the TIME AND DAY of pick-up or delivery requested. This does not include cakes and special order items (See Cake Policy below).

Cake and Special Order Policy:

All cakes must be cancelled 5 days in advance to receive a full refund. Failure to cancel within this time frame ensures that the customer will only receive 50% of the refund. Failure to cancel within 24 hours of cake pick-up or delivery date and time will result in no refund given.