Refund & Cancellation Policy

1.0 Overview

1.1 At Heritage Bites, every order is freshly prepared to order. To avoid food waste, our kitchen often begins preparing your order immediately after payment is confirmed — so cancellation cannot be guaranteed. This policy explains when an order can be cancelled, when you may be entitled to a refund, and how refunds are processed.

1.2 This policy applies to orders placed and paid through heritagebites.my using our payment provider, Curlec (Razorpay).

2.0 Cancelling an Order

2.1 Cancellation is not guaranteed. Because our food is made fresh, our kitchen often starts preparing your order immediately after payment to avoid waste. If you need to cancel, contact us as soon as possible — we can only cancel an order and issue a refund if our kitchen has not yet begun preparing it.

2.2 Once preparation has begun: Because the food is made fresh for you, an order that is already being prepared, is ready, or has been dispatched can no longer be cancelled.

2.3 Scheduled orders: If you placed an order scheduled for a later time, you can request cancellation up to one (1) hour before the scheduled time.

2.4 To request a cancellation, contact us immediately by WhatsApp at +60 11-3592 4001 or email hello@heritagebites.my with your order number.

3.0 Cancellations by Us

3.1 We may need to cancel an order — for example, if an item becomes unavailable, your address is outside our delivery area, no courier can be assigned, or for reasons beyond our reasonable control. If we cancel an order you have already paid for, you will receive a full refund to your original payment method.

4.0 Refunds for Order Issues

4.1 Your satisfaction matters to us. You may be entitled to a refund, replacement, or partial refund if:

• You received the wrong item or an item was missing from your order;
• The food arrived in an unacceptable condition (for example, spilled or spoiled); or
• There was a significant quality issue with your order.

4.2 To help us resolve the issue, please contact us on the same day as your order and, where possible, include your order number and a photo of the item. We review each case individually and will make things right where the claim is valid.

5.0 How Refunds Are Processed

5.1 Approved refunds are returned to the original payment method used at checkout (card, FPX, or e-wallet) through our payment provider, Curlec (Razorpay). We do not issue cash refunds.

5.2 Once a refund is initiated, it typically takes 5 to 10 business days to appear in your account, depending on your bank or e-wallet provider's processing time. We have no control over how long your provider takes to reflect the refund.

6.0 When Refunds Do Not Apply

6.1 Refunds are generally not available where:

• The correct order was prepared and delivered as described;
• Delivery could not be completed because you were unavailable, unreachable, or provided an incorrect or incomplete address;
• You have a change of mind after preparation has begun; or
• The request relates to minor differences in appearance from product images, which are for illustration only.

7.0 Loyalty Points & Vouchers

7.1 If an order is cancelled or refunded, any Bite Points or vouchers earned or redeemed on that order may be reversed accordingly. A voucher applied to a cancelled order will, where possible, be returned to your account.

8.0 How to Reach Us

8.1 For any cancellation or refund request, contact us with your order number: