Refund and Return Policy

This policy applies to purchases, enquiries and website use involving CONFETTI FOOD TRADING SDN. BHD. (Registration No. 202601022588 (1684685-P)), located at 283, Level 3, Wisma Low Siew Eng, Jalan 1/92c, Jalan Cheras, Batu 3 1/4, 56100 Kuala Lumpur. For questions, contact confettifood.trading@outlook.com or 011-5954 6840.

1. Overview

We aim to provide products in proper condition and with clear product information. Due to the nature of food and beverage products, returns and refunds are handled carefully to protect product quality, hygiene and customer safety. This policy explains when a return, exchange or refund may be accepted.

2. Eligible Return Reasons

  • The product received is incorrect and does not match the confirmed order.
  • The product arrives damaged, leaking, badly dented, broken or otherwise unsuitable for normal use.
  • The product is expired upon receipt or has a serious quality issue that can be verified.
  • The order is missing an item that was paid for and confirmed in the order record.

3. Return Request Period

Customers must contact us within three (3) calendar days from the delivery date for damaged, incorrect, missing, expired or quality-related issues. For eligible non-perishable items that are unopened, unused, sealed and in original condition, customers must contact us within seven (7) calendar days from the delivery date. Requests submitted after the relevant period may be rejected unless required otherwise by applicable law.

4. Non-Returnable Items

  • Opened, consumed, used or partially used food and beverage products.
  • Frozen, chilled, perishable or temperature-sensitive products, except where the issue is caused by verified damage, wrong delivery or quality problem upon receipt.
  • Products without original packaging, labels, seals, batch details or proof of purchase.
  • Products damaged due to customer mishandling, improper storage, failed delivery collection or incorrect address provided by the customer.
  • Clearance, promotional, customised, special-order or bulk-order items where the product page or quotation states that return is not available, except for verified defects or incorrect supply.

5. Proof Required

To process a claim, customers should provide the order number, customer name, contact details, product name, quantity affected, clear photos or videos of the issue, packaging, delivery label and any batch or expiry information visible on the product. We may request additional information before approving a return, exchange or refund.

6. Return, Exchange and Refund Process

  1. Contact us by email or phone within the applicable request period.
  2. Provide the required proof and wait for our review.
  3. If approved, we will advise whether the item should be returned, replaced, exchanged, refunded or otherwise resolved.
  4. Refunds, where approved, will be processed using the original payment method or another agreed method where necessary.
  5. Refund processing may take seven (7) to fourteen (14) working days after approval or after returned products are received and inspected, depending on payment provider processing times.

7. Shipping Costs for Returns

If the return is due to our error, verified damage during delivery, incorrect product or a verified product quality issue, we may bear or reimburse reasonable return shipping costs where a return is required. If the return is due to customer preference, incorrect order by customer or other non-error reasons, the customer may be responsible for return shipping costs, subject to our approval.

8. Bulk Orders

Bulk, wholesale, corporate or special-order purchases may have additional return conditions stated in the quotation, invoice or written agreement. Customers should inspect bulk deliveries promptly upon receipt and notify us of any issue within the stated period.

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