Return, Refund & Cancellation Policy
At Ombak Kitchen, we strive to ensure that your orders are accurate, fresh, and delivered in perfect condition. Please read this policy carefully before placing an order.
ORDER CANCELLATION
- Orders can only be cancelled before preparation.
- To cancel, please email us as soon as possible at ombakkitchen@gmail.com
- We recommend submitting cancellation requests within 12 hours of placing your order.
- Once an order has been prepared or sent for delivery, it cannot be cancelled.
- We reserve the right to reject any cancellation request deemed unfit or unreasonable.
REFUND ELIGIBILITY
Refunds are only considered if the order contains:
- Wrong item delivered (e.g., wrong dish, missing item)
- Damaged items received during delivery
- Failed delivery due to our error
Orders purchased from third-party platforms or resellers are not eligible for refunds under this policy.
RETURN CONDITIONS
All claims must be submitted within 24 hours of receiving your order, with a clear photo of the issue.
Returned items must:
- Be in their original packaging where applicable
- Include all accompaniments (if any)
- Be unused and unaltered
Items that have been tampered with, consumed, or modified are not eligible for returns.
REFUND PROCESS
Once a refund request is approved, it will be processed via the original payment method:
- Online Bank Transfer: Refund credited within 3–5 working days
- Credit/Debit Card: Refund processed via the card-issuing bank; timing may vary
Refunds may be adjusted for promotional or discounted items, according to the promotion terms.
EXCHANGE POLICY
- We do not offer exchanges for most orders due to the perishable nature of our products.
- In cases of incorrect or damaged items, we may arrange a replacement at our discretion.
DELIVERY ISSUES
- Ombak Kitchen is not responsible for delays caused by traffic, weather, or third-party delivery services.
- If your order is not delivered correctly, please contact us immediately at ombakkitchen@gmail.com. We will investigate and resolve the issue promptly.
