Refund policy

Return & Refund Policy

At Kayang, our products are fresh, seasonal and food-based. We do not accept returns once an order has been delivered. However, we will provide a replacement, store credit or refund where an order is damaged, incorrect or lost in transit (subject to different conditions).

Fresh Apples

If your apples arrive damaged or unusable:

50% or more damaged: Full replacement or full refund.

Less than 50% damaged: Store credit equivalent to the value of the damaged pieces, or replacement of the affected quantity where practical.

Claims must be raised within 24 hours of delivery.

A clear unboxing video showing the received order and damaged fruit is required to process the claim.

Minor bruising, superficial marks, or natural differences in colour, size, shape, sweetness or appearance are not considered damage. Our apples are naturally grown, and some variation is expected. Open to resolution and education.

Packaged Food & Other Products

For products such as apple jelly, honey, apricot oil, rajmah, sattu, black cumin and nut mixes:

Damaged, broken, leaking, expired or incorrect products are eligible for replacement.

If a replacement is unavailable, we will offer store credit or a refund for the affected product.

Please report the issue within 24-48 hours of delivery with an unboxing video.

Natural variations in colour, texture, consistency or appearance are not considered defects.

Lost in Transit

If the courier confirms that your order has been lost in transit:

We will first offer a replacement at no additional cost.

If a replacement cannot be provided, we will issue a full refund.

Normal courier delays are not considered lost shipments.

Missing or Incorrect Items

If you receive the wrong product or an item is missing from your order, please contact us within 48 hours with your order details and unboxing video.

We will send the correct/missing product. If this is not possible, we will provide store credit or a refund for the affected item.

Cancellations

Orders can be cancelled for a full refund before they enter packing or dispatch.

Once an order has been packed or handed over to the courier, cancellation may not be possible.

Non-Refundable Situations

Refunds or replacements will not normally be provided for:

Change of mind after delivery.

Personal taste or sweetness preferences.

Natural variations in fresh produce.

Incorrect product/quantity ordered by the customer.

Failed delivery due to an incorrect address or phone number.

Repeated delivery failure because the recipient was unavailable.

Orders refused without a valid reason.

Refund Processing

Approved refunds will be processed to the original payment method. Depending on your bank or payment provider, it may take approximately 5–10 business days for the amount to reflect.

Raising a Claim

Please contact Kayang with your order number, registered phone number, description of the issue, and unboxing video within the applicable claim period.

All claims are subject to verification.