o If the food items you received are visibly damaged or spoiled, please contact us within 24 hours of receipt, providing relevant photos and videos as evidence.
o We will arrange for free returns and a full refund.
1.2 Incorrect Items:
o If the items received do not match your order (such as incorrect types, quantities, or specifications), please contact us within 24 hours of receipt.
o After providing the necessary evidence, we will arrange for a return or replacement and cover the related costs.
1.3 Quality Issues:
o If you discover quality issues with the food items during use, please contact us within 24 hours and provide relevant evidence.
o We will arrange for a partial or full refund based on the specific situation.
2. Refund Process
2.1 Refund Application:
o Submit your refund application through our customer service hotline, email, or online customer service, indicating the order number, reason for refund, and relevant evidence.
o Our customer service team will review your application within 7-14 working days.
2.2 Approval:
o Once approved, we will notify you and arrange for the return or refund.
o The return address and instructions will be sent to you via email or SMS.
2.3 Return and Inspection:
o Please return the items as instructed, ensuring the packaging is intact.
o We will inspect the returned items within 1-5 working days of receipt.
2.4 Refund Issuance:
o After acceptance, we will refund within 7-14 working days. The refund method depends on the specific situation.
o The actual time for the refund to appear in your account may vary depending on your bank or payment provider.
3. Special Notes
3.1 Non-Refundable Situations:
o Items that exceed the refund application period.
o Items damaged or spoiled due to personal reasons.
o Perishable food items that have been opened.
3.2 Return Shipping Costs:
o For returns due to our fault (damaged, spoiled, or incorrect items), we will cover the return shipping costs.
o For returns due to personal reasons (such as dislike or no longer needed), the customer will bear the return shipping costs.
3.3 Others:
o We reserve the right to the final interpretation of the refund policy.
o For any questions or disputes, please contact our customer service team, and we will be happy to assist you.
Contact Us
If you have any questions about these Terms, please contact us:
Email : support@hengruida.com.my
Customer Service Phone : +603-8734 0658
Company Information:
HENG RUI DA (M) SDN BHD
No. 9&11, Jalan SC 3, Pusat Perindustrian Sungai Chua, 43000 Kajang, Selangor Darul Ehsan, Malaysia
