Refund policy

Return & Refund Policy

Effective Date: 29 August 2026

At Karipap Pusing NH, we are committed to providing our customers with quality frozen products that are carefully prepared and packed. Due to the nature of our frozen food products, we have specific guidelines regarding returns and refunds.

1. Non-Returnable Frozen Products

For food safety and hygiene reasons, frozen food products are generally non-returnable and non-exchangeable once they have been delivered or collected.

We do not accept returns or refunds due to:

* Change of mind
* Incorrect quantity ordered by the customer
* Incorrect product selected by the customer
* Personal taste or preference
* Failure to collect the order
* Improper storage or handling after the product has been received

2. Eligible Cases for Refund or Replacement

A refund or replacement may be considered if:

* The wrong product was sent by Karipap Pusing NH.
* The quantity received is different from the quantity ordered.
* The product is damaged or defective upon delivery or collection.
* The packaging is significantly damaged due to issues occurring before the product reaches the customer.
* There is another issue caused by an error on our part.

3. Reporting an Issue

Customers must contact us within 24 hours of receiving or collecting the order if there is any issue with the product.

To assist with our verification process, customers are required to provide:

* Order number
* Customer name and contact number
* Clear photos or videos of the product and packaging
* A brief description of the issue

Failure to provide sufficient evidence may result in the refund or replacement request being rejected.

4. Refund Process

Once the reported issue has been reviewed and approved, Karipap Pusing NH may offer one of the following remedies:

* Replacement of the affected product; or
* Refund for the affected item; or
* Another suitable solution at the discretion of Karipap Pusing NH.

Approved refunds will be processed through the original payment method where possible. Processing time may vary depending on the payment provider or bank.

5. Delivery & Frozen Product Condition

Customers are responsible for ensuring that someone is available to receive the order.

As frozen products may naturally experience changes in temperature during transportation, minor changes in texture, appearance or partial thawing during delivery do not automatically qualify for a refund, provided that the product remains safe and suitable for consumption.

Customers are advised to transfer the products into a freezer as soon as possible after receiving them.

6. Order Cancellation

Order cancellation requests must be made before the order is prepared or dispatched.

Once the order has been processed, packed or handed over for delivery, cancellation may no longer be possible.

7. Final Decision

All return, replacement and refund requests are subject to review by Karipap Pusing NH. Our decision will be made based on the condition of the product, supporting evidence and the circumstances of the case.

By placing an order through our website, customers acknowledge and agree to the terms stated in this Return & Refund Policy.

Karipap Pusing NH
Frozen Karipap • Freshly Prepared • Quality Guaranteed