General Refunds and Replacements
When do I know if I’m entitled to a refund or replacement?
Requests for refunds and replacements will only be allowed under the following circumstances:
- Edible product(s) is/are substandard, defective or damaged - which includes unripe, sour or abnormally watery durians; or
- Incorrect product(s) has or have been delivered; or
- Missing product(s) from your order; or
- If your order has not been dispatched/picked up and you would like to cancel your order.
Kindly take note that any refund or replacement requests made more than 12 hours from the time of successful delivery/pick-up will not be accepted.
What do I need to do?
To kickstart the verification process, kindly reach out to us via WhatsApp @ +6012 425 1569 and provide the following information:
- Photos or videos of the received products (must be visible with our packaging); and
- Product name and quantity deemed unsatisfactory; and
- A short description of issue; and
- Your order/invoice number.
What happens if I’d like a replacement?
If your replacement request is approved, we will endeavor to deliver a similar product with waived delivery charges (to the original address only).
For orders with multiple items, replacements will only be 1 for 1 in terms of product quantity.
What happens if I’d like a refund?
Upon verification and approval of your request, you may directly opt for a refund which we will endeavor to fulfill within 30 days.
For orders with multiple items, refunds will be limited to the value of the faulty product(s) only (excluding delivery charges, if applicable).
What happens after my request has been approved?
Upon verification and approval of your request, you may directly opt for a refund which we will endeavor to fulfill within 30 days.
For orders with multiple items, refunds will be limited to the value of the faulty product(s) only (excluding delivery charges, if applicable).
Can I return my order?
With fresh durians being a highly perishable product, we will not accept any product returns.
Am I entitled to a refund if I decide to cancel my order?
You will only be able to cancel your order and be entitled to a full refund if your order has not been dispatched/picked up. Kindly contact us via WhatsApp @ +6012 425 1569.
When do I know if I’m NOT entitled to a refund or replacement?
We reserve the right to not allow any requests for refunds and replacement under the following circumstances (note – not exhaustive):
- Incorrect order placement, recipient personal details or delivery address(es); or
- Requests are made more than 12 hours from the time of successful delivery/pick-up; or
- Slight damage to product packaging during the delivery process; or
- Insufficient or incorrect information provided during the order verification process; or
- Unsuccessful delivery attempt(s) due to the recipient being unreachable or unavailable. Additional surcharges apply for every subsequent re-delivery attempt.
Under what circumstances can I ask for a product exchange or refund?
If the originally ordered item is unavailable at the time of Replacement Request, we would directly proceed to refund the value of the defective item(s) and notify you accordingly.
However, if you wish to replace the defective item with another item in stock, kindly take note that you will either be charged or refunded based on the difference in item price(s).