Refund Policy & Procedure

Refund Policy

Expired Products:
In the event of any expired products, a full refund will be provided upon submission of the product image clearly displaying the expiry date, along with the order number and invoice.

Damaged/Spilled/Rotten Products:

For products that arrive damaged, spilled, or rotten, a complete refund will be issued upon receipt of images showcasing the issue with the product or package, along with the order number and invoice.

Missing Items:
If any items are missing from your order, please provide an image of the delivery package displaying the delivered items, along with a physical invoice image and the order number. We will conduct an investigation into the dispatched order and issue a full refund for any confirmed missing products.

Refund Procedures:

Credit Card Payments:

Refunds for payments made via credit card will be processed back to the original card used for the transaction. A 3.6% processing fee will be applied if the refund is initiated by the customer. However, for refunds issued by us due to missing or faulty products, no processing charge will be incurred. Please note that credit card refunds may take 5 to 10 business days to reflect in the customer’s bank account.

Gold Points (Website Points):

Refunds issued in the form of Gold Points, which can be redeemed on our website, will be credited to the customer’s account. These points can be used for future purchases. The refund in points may take 1 to 3 business days to appear in the customer’s account. Please ensure to provide the email address associated with your website account when requesting a points refund.

JP Post Cash Card:

Refund requests via JP Post Cash Card will be processed within 5 to 10 business days upon receipt of the JP Post Cash Card number and a clear image of the card sent to us via the complaint form. Please include the order number and refund request details for prompt processing.