Return, Refund and Exchange policy

1. General Policy

All items sold by FLAVOR HAVEN SDN. BHD. are non-exchangeable and non-refundable, except where the item received meets one or more of the conditions stated below.

A return, refund, or exchange may be considered if:

The wrong item was sent by the Company.
The item received does not match the specifications, description, features, or other information advertised on the Website.
The item received is spoiled, damaged, or defective upon delivery.
The order exceeds the delivery timeline stated in the Company’s Shipping Policy.

2. Evidence Required for Refund or Return

To allow us to properly investigate and process a return or refund request, customers are required to provide sufficient evidence, including where applicable:

A clear and continuous unboxing video showing the unopened parcel, shipping label, packaging, and the item received.
A clear video showing the first use of the item, where applicable.
Clear photographs showing the condition of the item, packaging, shipping label, or any damage or defect.
Relevant order details, such as the order number and purchase information.
Any other supporting documents or evidence reasonably requested by the Company.

The unboxing video should be recorded continuously from the opening of the parcel until the item and its condition have been clearly shown. Failure to provide sufficient evidence may result in the request being rejected.

3. Request Period

All return, refund, or exchange requests must be submitted to flavor-h@outlook.com within twenty-four (24) hours of receiving the item.

Customers are encouraged to inspect their order immediately upon delivery and contact us as soon as possible if there is any issue with the item received.

Any request submitted after the twenty-four (24) hour period will not be accepted.

Requests submitted without the required evidence stated in this Policy may also be rejected.

4. Review and Approval

All return, refund, and exchange requests are subject to review and approval by FLAVOR HAVEN SDN. BHD.

The Company reserves the right to request additional information, photographs, videos, or other evidence where necessary to verify the customer’s claim.

If the request is approved, the Company will provide further instructions regarding the return, replacement, exchange, or refund process.

5. Refund Processing

Where a refund is approved, the refund will be processed through the applicable payment method or in accordance with the Company’s refund procedures.

The processing time for the refund may vary depending on the payment provider, bank, or financial institution involved.

6. Non-Returnable and Non-Refundable Items

Unless otherwise stated in this Policy, items that have been correctly supplied, received in good condition, and match the product information advertised on the Website are not eligible for return, refund, or exchange due to reasons such as change of mind, incorrect selection, or personal preference.