RETURN & REFUND POLICY

BibikJee’s Nyonya Flavours
Effective Date: 11 October 2026

At BibikJee’s Nyonya Flavours, we take pride in preparing quality Nyonya condiments and ensuring they reach our customers in good condition.

Your satisfaction and food safety are important to us. Please review our Return & Refund Policy before placing an order.

1. General Return Policy

Due to the nature of our food products, we generally do not accept returns, exchanges or refunds for:

• Change of mind after purchase.

• Personal taste or spice-level preferences.

• Incorrect products or quantities selected by the customer.

• Products that have been improperly stored or handled after delivery.

• Products damaged through customer misuse or mishandling.

These exclusions apply only to the extent permitted by applicable Malaysian law and do not affect your statutory consumer rights.

2. Eligible Returns, Refunds and Replacements

You may be entitled to an appropriate remedy if:

• An incorrect product was delivered.

• An item was missing from your order.

• A jar arrived broken, leaking or damaged.

• A product arrived with a compromised seal or packaging affecting its safety.

• A product was expired upon delivery.

• A product was spoiled, contaminated, unsafe or otherwise defective.

• A product was materially different from its description on our website.

Minor natural variations in product appearance, texture or taste do not automatically constitute a defect. However, any unusual changes suggesting a possible quality or safety issue will be assessed appropriately.

3. Reporting a Problem

We encourage customers to report visible delivery damage, incorrect items or missing products within 48 hours of receiving their order to help us investigate the issue promptly.

For hidden defects, spoilage or product safety concerns discovered later, please contact us as soon as reasonably possible.

The suggested 48-hour reporting period does not limit any rights or remedies available under Malaysian consumer protection laws.

Please email hello@bibikjeesnyonyaflavours.com with:

• Your order number and full name.

• A description of the issue.

• Photographs of the affected products and packaging, where available.

• The batch number and expiry or best-before date, where relevant.

We may request further details to assist with the investigation.

4. Return Procedure

Depending on the circumstances, we may ask customers to retain or return the affected product for examination.

Please do not return products without first contacting our customer service team.

If a product is suspected to be unsafe, do not consume it. Retain the product and packaging where safe to do so until we provide further instructions.

Where a return is required because a product is defective or incorrectly supplied, the relevant return costs will be handled in accordance with applicable consumer protection laws.

5. Refunds and Replacements

Once we have reviewed your request, we will provide an appropriate resolution based on the circumstances and applicable law.

This may include:

• Replacement of the affected product.

• A full or partial refund, where appropriate.

• Another remedy agreed upon with the customer, where legally permitted.

Approved refunds will generally be processed through the original payment method, where supported by the payment provider.

Refund processing times may vary depending on the bank or payment provider.

Where a statutory refund is due, customers will not be required to accept store credit in place of the refund unless they voluntarily agree.

6. Order Cancellation

If you wish to cancel or amend an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate requests before an order has been prepared or dispatched.

Once an order has been dispatched, cancellation or amendments may no longer be possible, except where required by applicable law.

7. Promotional and Bundle Purchases

For products purchased under a promotion or bundle offer, refunds will take into account the amount paid and the applicable discount allocation, subject to statutory consumer rights.

A defective product purchased under a promotion remains eligible for the remedies required by law.

8. Contact Us

For assistance with returns, refunds or product quality concerns, please contact:

BibikJee’s Nyonya Flavours
Email: hello@bibikjeesnyonyaflavours.com
Phone: +60 12-611 6822
Website: www.bibikjeesnyonyaflavours.com

We appreciate your support and will do our best to resolve genuine product concerns fairly and promptly.