At Nasi Lemak Burung Hantu, we value customer satisfaction and aim to provide the best quality food and service. This Refund Policy outlines the conditions under which refunds will be processed.

1. Eligibility for Refunds

Refunds are only applicable in the following situations:

• Order Errors: The wrong item was delivered compared to the order placed.

• Missing Items: One or more items from your order are missing.

• Quality Issues: Food is spoiled, contaminated, or not prepared according to our standards.

• Duplicate Payment: You were charged more than once for the same order due to a system or payment gateway error.

2. Non-Refundable Situations

Refunds will not be provided if:

• The order was prepared correctly according to the confirmed order details.

• Dissatisfaction based on taste preferences alone.

• The order was left unattended for too long after delivery or pickup.

• The issue was reported more than 24 hours after receiving the order.

3. Refund Request Procedure

1. Contact Us: Notify us within 24 hours of receiving your order.

2. Provide Proof: Include your order number, receipt, and a photo of the item(s) in question.

3. Assessment: Our team will review your request within 2 business days.

4. Decision: If approved, the refund will be processed within 7 business days via the original payment method.

4. Methods of Refund

• Online Payment Orders: Refunded directly to the payment card/e-wallet used.

• Cash Payment Orders: Refunded in cash or store credit.

• Store Credit: Option to receive a voucher equal to the refund amount for future purchases.

5. Contact Information

If you have a refund request or complaint, please contact:

Nasi Lemak Burung Hantu – Customer Support
📧 Email: support@nasilemakburunghantu.com
📞 Phone: +60 1X-XXX XXXX
📍 Address: [Insert Address]