Refund Policy

1. Overview

This Refund Policy applies to all orders placed on the HakShan online ordering platform (the "Platform"), operated by Horvy Pavilion Sdn Bhd (Company Registration No. 202501038537 (1639946-X)).

Given the perishable nature of prepared food, all orders are considered final upon confirmation. Refunds are only granted in the specific circumstances set out in this Policy. This Refund Policy forms an integral part of our Terms of Use.

2. General Principles

• Orders cannot be cancelled or modified after they have been confirmed and transmitted to the kitchen.
• Refund eligibility is determined by Horvy Pavilion and the relevant Outlet Partner, acting reasonably and in good faith.
• Refund requests must be submitted within 24 hours of order delivery or the scheduled delivery/collection time, whichever is earlier.
• Approved refunds will be credited to the original payment method within 7 to 14 business days, subject to the processing times of the payment gateway and your issuing bank.
• We reserve the right to refuse refund requests that are abusive, fraudulent, or not supported by adequate evidence.

3. Refund Eligibility

The following table sets out the scenarios under which refunds may be granted:

4. Evidence Requirements

4.1 Food Quality Complaints

For quality-related complaints (e.g., cold, soggy, undercooked, foreign object, incorrect preparation), you must provide clear photographic evidence of the issue, together with your order number, within 24 hours of delivery or collection.

4.2 Food Safety Complaints

For complaints involving suspected food poisoning, contamination, or adverse health effects attributable to our food, you must provide:

• A written complaint submitted to our customer service within 48 hours of consumption;
• Medical documentation from a registered clinic or hospital in Malaysia, dated within 48 hours of consumption, identifying the reported condition;
• Your order details and, where possible, any remaining food or packaging for inspection.

We take food safety complaints seriously and will investigate thoroughly. Refunds, replacements, or other remedies will be determined based on the outcome of the investigation. For the avoidance of doubt, submission of a medical report does not automatically entitle you to a refund.

4.3 Missing Items

For missing items, please check your order against the receipt upon receipt and notify us within 24 hours. Partial refunds will be processed for the value of the missing item(s), calculated proportionally.

4.4 Late Delivery

For delivery orders, the "estimated delivery time" displayed at checkout is indicative. A delivery will only be considered "late" for refund purposes if it arrives more than 90 minutes after the estimated delivery time. Delays caused by you (e.g., providing incorrect address, being unavailable at delivery) or by force majeure events are not eligible for refund.

5. How to Request a Refund

To request a refund, please contact our customer service team with the following information:

• Your order number;
• The registered mobile number on your account;
• A clear description of the issue;
• Supporting evidence (photos, medical documentation as applicable);
• Your preferred remedy (refund, replacement, or credit).

You may contact us via:

• Email: support@hakshan.com
• Phone / WhatsApp: +60 10-433 6645
• In-app support (where available).

6. Refund Processing

Once a refund is approved:

• Refunds are made to the original payment method used at the time of purchase.
• Processing time is typically 7 to 14 business days, but may take longer depending on your issuing bank.
• We do not provide cash refunds for online payments.
• Where a replacement order is offered and accepted in lieu of a cash refund, no monetary refund will be given.

7. Non-Refundable Items and Situations

The following are not eligible for refund under any circumstances (except where required by law):

• Orders where the customer provided incorrect delivery details;
• Orders where the customer was unavailable at the delivery address after reasonable attempts by the delivery rider;
• Orders cancelled by the customer after confirmation;
• Self-collection orders not collected within 30 minutes of the ready notification;
• Promotional items, gifts, complimentary items, or items redeemed using loyalty points or vouchers;
• Customisation errors that match what was ordered (e.g., customer forgot to add extra rice);
• Subjective taste preferences that do not reflect a genuine quality defect.

8. Abuse of Refund Policy

We reserve the right to:

• Refuse refund requests from accounts with a history of excessive or suspicious refund claims;
• Suspend or terminate accounts found to be abusing this Refund Policy;
• Report fraudulent refund or chargeback activity to law enforcement and relevant authorities;
• Defend against unjustified chargebacks by providing evidence to the payment gateway and issuing bank.

9. Chargebacks

If you initiate a chargeback through your bank or card issuer without first contacting us to resolve the issue, we reserve the right to dispute the chargeback and suspend your account pending resolution. We strongly encourage you to contact us first so we can address your concerns directly.

10. Governing Law

This Refund Policy is governed by the laws of Malaysia and should be read together with our Terms of Use.

11. Amendments

We may amend this Refund Policy from time to time. The latest version will always be published on the Platform, with the Effective Date updated accordingly.

12. Contact

For refund requests or questions about this Policy, please contact: