Refund Policy

Kampong Basket

At Kampong Basket, customer satisfaction is important to us. As we sell frozen food products, our refund policy is designed in accordance with food safety regulations and e-commerce best practices.

Please read this policy carefully before placing an order.

1. No Returns on Frozen Food Items

Due to the perishable nature of frozen food products, we do not accept returns once an order has been dispatched or delivered.

This policy is in place to ensure food safety, hygiene, and quality for all customers.

2. Damaged, Defective, or Incorrect Orders

We will gladly offer a refund or replacement if:

• You receive damaged products

• Items arrive defective, spoiled, or unsafe to consume

• You receive incorrect items that do not match your order

What to Do:

• Contact us within 24 hours of delivery

• Email us at ask.kampongbasket@gmail.com

• Include:

  • Your order number

  • Clear photos of the product(s), including packaging

  • A brief description of the issue

Claims submitted after 24 hours may not be eligible for a refund or replacement.

3. Temperature & Delivery Conditions

Our frozen products are shipped in insulated packaging designed to keep items cold during transit.

However, slight thawing upon delivery does not automatically qualify for a refund, as long as:

• The product is still cold to the touch

• Packaging remains sealed

• The product is safe to refreeze or consume according to storage instructions

Refunds will only be considered if the product arrives clearly spoiled or unsafe.

4. Refund Approval & Processing

Once your claim is reviewed and approved:

• Refunds will be processed to the original payment method

• Processing time: 5–10 working days, depending on your bank or payment provider

We reserve the right to deny refunds if:

• The claim does not meet our policy conditions

• Required evidence is not provided

• The issue is due to customer error (e.g., incorrect address, unavailable to receive delivery)

5. Order Cancellations

• Orders cannot be canceled once they have been processed or shipped

• If you need to cancel, please contact us immediately after placing your order

• Cancellation approval depends on order status

6. Contact Us

If you have any questions about this Refund Policy or need assistance, please contact us:

Email: ask.kampongbasket@gmail.com