This Returns & Refunds Policy explains Aneka Nyonya Kuih Sdn Bhd’s (“we”, “us”, “our”) procedures for order cancellations, returns, and refunds. Please read carefully before placing an order. By ordering from https://aneka-nyonyakuih.com you agree to the terms set out below.
General
- We sell freshly made kuih for in-store pickup at: Aneka Nyonya Kuih 50, Jalan 14/48, Seksyen 14, 46100 Petaling Jaya, Selangor, Malaysia
- We do not offer standard shipping. Customers may arrange delivery using third-party rider services (e.g., Grab, Lalamove); any courier fees and arrangements are the buyer’s responsibility unless otherwise agreed.
- Because our products are perishable and prepared daily, our cancellation, return and refund procedures differ from non-perishable goods.
Cancellations
- Cancellation requests must be confirmed with Aneka admin by phone. We do not process automatic online cancellations.
- To request a cancellation, call admin immediately at +60 19-939 6623. Provide your order number, order date/time, name and reason for cancellation.
- Cancellation is subject to admin approval. If the order is already being prepared or has been completed for pickup, cancellation may be refused.
- If cancellation is approved after payment, refund handling is described below.
Returns
- Due to the perishable nature of our products, we do not accept returns for change of mind or where the product has been consumed, opened, or altered.
- If you receive the wrong product, an item is missing, or you suspect an error on our part, contact us immediately (within 24 hours of pickup/delivery) with your order number, photos, and a description of the issue. We will review and advise next steps.
- For deliveries arranged by the customer through a third-party rider, Aneka is not responsible for damage caused during courier transit; however, we will work with you to assess the case if there is clear evidence of damage on arrival.
Refunds
- Refunds are considered in the following circumstances:
- Wrong item shipped/provided by Aneka.
- Item is delivered damaged and the damage is documented (photo evidence required) and reported within 24 hours.
- Other quality issues attributable to Aneka, documented and reported within 24 hours.
- To request a refund, contact admin by phone (+60 19-939 6623) and follow up by email with order details and supporting photos where applicable. Include your order number, date/time of pickup or delivery, and a clear description of the problem.
- If we approve a refund, we will refund the original payment method. Refunds are processed within 7–14 business days, depending on the payment provider and bank processing times.
- Refunds will not be issued for:
- Change of mind.
- Allergic reactions or dietary issues where product labeling was accurate.
- Products that have been consumed, opened, or altered.
- Issues arising from third-party delivery arrangements where Aneka can show the product left the store in acceptable condition.
Replacements and Store Credit
- At our discretion, we may offer a replacement item or store credit instead of a refund. Replacements are subject to item availability and will generally be arranged for pickup or, if agreed, via a courier paid for by the buyer.
Evidence and Investigation
- For any cancellation, return, or refund request we require:
- Order number and date/time.
- Photos clearly showing the issue (where applicable).
- Any other relevant information (e.g., pickup/delivery receipt).
- We will investigate promptly and aim to respond within 2 business days.
Dispute Resolution
- If you are not satisfied with our response, contact us to escalate the issue. We will attempt to resolve disputes in good faith.
- These terms are governed by the laws of Malaysia.
Contact
- Phone (for cancellations and urgent matters): +60 19-939 6623 (call to confirm cancellations)
- Shop address (for in-store pickup): 50, Jalan 14/48, Seksyen 14, 46100 Petaling Jaya, Selangor, Malaysia