Refund policy
Circumstances for Refunds & 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.
Refund Process
To kickstart the verification process, kindly reach out to us via WhatsApp @ +6012 425
1569 and provide the following information:
1) Photos or videos of the received products (must be visible with our packaging);
and
2) Product name and quantity deemed unsatisfactory; and
3) A short description of issue; and
4) Your order/invoice number.
Replacement process
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.
Replacement process – If ran out of stock
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).
Refund process
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 any requests have been approved
Upon confirmation of your request to either refund or be issued a replacement product,
you will be notified via WhatsApp and email with proof of funds transfer (for refunds) or
an order dispatched notification (for replacements).
In any event, our sales team is reachable via WhatsApp @ +6012 425 1569.
Order returns
With fresh durians being a highly perishable product, we will not accept any product
returns.
When a customer is 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;
- Unsuccessful delivery attempt(s) due to the recipient being unreachable or
unavailable. Additional surcharges apply for every subsequent re-delivery
attempt.
Order cancellation
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.