Cancellation & Refund

Management reserves the rights to change the Cancellation and Refund Policy terms and conditions from time to time.

Cooked Food, Frozen Food Delivered by Us (Except Whole Cakes and/or Custom-made Food Products) Within Penang Island

  1. You may cancel your order and get a refund based on the following conditions:
    • You cancel at least 2 hours before the prearranged delivery time. For example, you requested the delivery to arrive at your address or you requested to pick up at our premise at 6pm, then you may cancel before 4pm.
    • The delivered items did not match with your original order
    • There were missing / partially missing items in the delivery.
    • The items are spoiled and are not consumable.
    • The order is damaged during the transit.
    • We are unable to fulfil your order.
  2. Only the affected items will be granted refund.
  3. In the case that you are not satisfied with the food quality, we will not refund but will investigate the issue. We may replace the items with same or similar priced products subject to management final decision.

Cooked Food – Whole Cakes and/or Custom-made Food Products Delivered by Us Within Penang Island

  1. You may cancel your order and get a refund based on the following conditions:
    • You cancel at least 72 hours (3 days) before the prearranged delivery time. For example, you requested the delivery to arrive at your address or you requested to pick up at our premise on 21 April 2pm, then you may cancel on or before 18th
    • The delivered items did not match with your original order.
    • There were missing / partially missing items in the delivery.
    • The items are spoiled and are not consumable.
    • The order is damaged during the transit.
    • We are unable to fulfil your order.
  2. Only the affected items of the order will be granted refund.
  3. In the case that you are not satisfied with the food quality, we will not refund but will investigate the issue. We may replace the items with same or similar priced products subject to management final decision.

Chilled / Frozen Food & Other Food Products Outside Penang Island

  1. You may cancel your order and get a refund based on the following conditions:
    • You cancel at least 1 day before the item is shipped out or dispatched.
    • The delivered items did not match with your original order.
    • The items are spoiled and are not consumable.
    • We are unable to fulfil your order.
  2. Only the affected items of the order will be granted refund.
  3. Upon receipt of goods, please verify the quantity and the products received. A delivery order will be signed by the customer to confirm the products delivered and quantity are correct. In the case of missing / partially missing items during receiving, please notify us immediately for investigation.
  4. Shipping and delivery charges will not be refunded unless the mistake is caused by us.

 

Time Limit for Refund Request after Receiving the Goods

  1. For cooked food delivery, as soon as possible or within 1 hour after receiving the goods.
  2. For cake, within 24 hours after receiving the goods.
  3. For frozen food and other food products that are not for immediate consumption, within 5 days after receiving the goods.

How to request refund?

  1. Request by WhatsApp text to us, or email to artepenang@gmai.com. Kindly your name, contact and document number (eg. Invoice Number).
  2. In the case that the refund request is approved, we will issue a refund confirmation by writing.
  3. Refund will not be granted if there is no reason given for refund.
  4. If you previously made your order payment by online transfer, we would have to confirm the receipt of the amount before we could proceed to process refund. The refund will take approximately 2-3 working days for our finance checking and bank processing from the day we confirmed received your payment.
  5. For credit card transaction refund, the refund will be credited back to your original credit card. It will take approximately 3 to 4 weeks to complete.
  6. For E-wallet transaction, transaction fee imposed by the E-wallet provider may be deducted. The refund may be credited back to your original E-wallet or by manual bank transfer from us.