BITES SHOP RETURN AND REFUND POLICY
If something isn't quite right, we offer refunds or exchange within 3 days from delivery/pick-up day. Here's what you need to know:
If you encounter any issues with your order upon receiving it, such as receiving wrong order, damaged or defective item on order, or missing items, please contact our Customer Support via WhatsApp at +6011 1106 8681 or email at bites.shop@thefoodpurveyor.com.
Request timeframe
- You have 3 days from receiving your order to initiate a request.
- Request will not be accepted after 3 days from delivery/pick-up day. Please note that we will not entertain any requests made after the 3rd day from delivery/pick-up day. If customer fail to return the item within 3 days from delivery/pick-up day., the request will be automatically cancelled.
We reserve the rights to modify exchange, return and refund policy without prior notice.
Refund Policy
Your satisfaction is our priority. If you're not completely happy with your purchase, we'll do our best to make it right. We offer returns and exchanges for eligible requests. Please note that we do not accept returns or exchanges for "change of mind" situations. Additionally, we do not accept refund requests for items that were purchased incorrectly or for which clear instructions were not given in the remarks.
To be eligible for a refund or exchange, the following conditions must be met:
- Valid reason for request.
- The original receipt is provided
- The items are undamaged and in their original packaging.
- Clear photographic images for review.
- The price tag is still attached (if applicable).
Each refund or exchange request will be reviewed on a case-by-case basis. We retain sole discretion in determining request approval or denied.
Unfortunately, we cannot accept returns for:
- Frozen and chilled food
- Fresh produce
- Perishable or semi-perishable items
- Clearance items
- Bulk items
- Products that have expired while in customer’s possession after purchase.
How to Exchange or Refund?
To initiate a request to return of items, whether for an exchange or a refund, please contact our Customer Support via WhatsApp at +6011 1106 8681 or email at bites.shop@thefoodpurveyor.com. Photos or additional information are required for our investigation to help us resolve the issue quickly. We will conduct a thorough review of all information and provide a follow-up with a proposed solution.
If the items are eligible for an exchange or refund, the following procedures will be followed:
Exchange of items:
- We will facilitate the replacement of the same item or provide a similar alternative of equal value, arranging the exchange at no additional cost. Do not dispose of the original item as we might need to collect the item back for quality investigation purposes.
Refund of items:
- We will process your refund within 3-5 working days from item received date.
Each refund or exchange request will be reviewed on a case-by-case basis, and we will determine, at our sole discretion, whether the request is successful. Please note that we accept returns for refund or exchange on items purchased and delivered from our stores, excluding discounted ems or items that have been damaged or soiled due to customer’s own neglect.
Refund Process
Any extra payment made, or refund will be reimbursed to your payment card/account/e-wallet. Please allow 3-5 working days from items received date to process your reimbursement. It's important to note that different issuer banks may have varying time periods, typically ranging from 7-14 working days, for the refunded amount to be reflected in your bank account or statement.
Refunds for debit and credit cards may take up to 7-14 business days, while refunds for e-wallets may take up to 3-5 business days.
Thank you for your support. For questions or assistance or to report a problem, please contact us via WhatsApp at +6011 1106 8681 or email us at bites.shop@thefoodpurveyor.com.
