Refund and Returns Policy

Overview

At SELATAN BESTARI SDN. BHD., we take pride in providing high-quality food-related products, including meal kits, ready-to-cook ingredients, dry goods, condiments, and food gift sets. We want you to shop with confidence. This Return, Refund & Cancellation Policy outlines our commitment to customer satisfaction and provides clear guidelines for returns, refunds, and cancellations.

1. Definitions

For the purposes of this policy:

  • “Company”, “We”, “Us”, or “Our” refers to SELATAN BESTARI SDN. BHD., a company registered in Malaysia and located at No. 3, Jalan Anggerik 2/5, Taman Anggerik, 81100 Johor Bahru, Johor, Malaysia.
  • “Customer”, “You”, or “Your” refers to any individual or entity that purchases products from the Company.
  • “Goods”, “Items”, or “Products” refer to the food products sold by the Company, including but not limited to meal kits, cooking ingredients, dry foods, condiments, and gift sets.
  • “Website” refers to the official online store or any digital platforms managed by the Company.

2. Return Policy (Within 30 Days)

We want you to be completely satisfied with your purchase. If you are not happy with a product, you may request a return within thirty (30) calendar days from the date of delivery.

Eligibility for Return:

To be eligible for a return:

  • Items must be in their original, unopened, and unused condition.
  • Products must be returned in the original packaging with all seals intact and labels undamaged.
  • You must provide a valid proof of purchase (receipt, invoice, or order confirmation email).
  • Items that are perishable, exposed to improper storage, or opened cannot be accepted for return.

We reserve the right to refuse returns that do not meet these criteria.

3. Refund Policy

Once your return is received and inspected:

  • You will be notified via email regarding the approval or rejection of your refund.
  • If approved, your refund will be processed to your original method of payment.
  • Refunds may take 7 to 14 business days to reflect on your bank or card statement, depending on your financial institution.

Refunds are granted for returned items that are in acceptable condition and are verified to match your original order.

4. How to Initiate a Return

To initiate a return, please follow the steps below:

  1. Email us at selatan_bestari@outlook.com within 30 days of receiving your item.
  2. Include the following details:
    • Full Name
    • Order Number
    • Reason for return
    • Photographs of the item(s) (if applicable)
  3. Wait for confirmation and further instructions from our support team before proceeding with the return.

Returned items must be packaged carefully to ensure no damage occurs in transit.

5. Cancellation Policy (Within 12 Hours)

We understand that circumstances may change. You may cancel your order within twelve (12) hours of placing it.

Conditions for Cancellation:

  • To cancel your order, email us at selatan_bestari@outlook.com with your full name and order number.
  • Orders can only be cancelled if they have not yet been processed, packed, or shipped.
  • If your cancellation request is received within 12 hours and the order is still pending, we will issue a full refund through your original payment method.

Once the 12-hour window has passed or the order has entered processing, cancellations are no longer possible. In such cases, please wait for delivery and request a return if eligible.

6. Damaged, Incorrect, or Faulty Items

If you receive an item that is damaged, incorrect, or defective:

  • You must notify us within 3 calendar days of receiving the order.
  • Email us at selatan_bestari@outlook.com with:
    • Your full name
    • Order number
    • Description of the issue
    • Clear photos showing the problem

We will review your claim and offer a resolution such as a replacement or refund, depending on the availability of stock and the nature of the issue.

7. Exchange Policy

We do not currently offer exchanges. If you would like a different product, please return the original item (if eligible) and place a new order separately.

8. Contact Us

For assistance with returns, refunds, or cancellations, you may contact us at:

SELATAN BESTARI SDN. BHD.
Email: selatan_bestari@outlook.com
Address: No. 3, Jalan Anggerik 2/5, Taman Anggerik, 81100 Johor Bahru, Johor, Malaysia

Our customer service team typically responds within 1–2 business days.

9. Policy Revisions

This Return, Refund & Cancellation Policy is subject to change without prior notice. Updates will be published on our website. Customers are advised to review the latest policy before making a purchase.

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