Doana Food Return & Refund Policy
At Doana Food, we are committed to providing our customers and agents with the highest quality frozen kuih and snacks. Your satisfaction is our priority, and we strive to ensure your experience with us is enjoyable and hassle-free. Below, we outline our return and refund policy to address any concerns you may have.
1. General Policy
Due to the perishable nature of our products, we do not accept returns for any frozen kuih or snacks once they have been delivered. However, we will gladly address any issues related to product quality or incorrect orders.
2. Eligibility for Refunds
You may be eligible for a refund under the following circumstances:
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Damaged or Defective Products: If the products arrive damaged or spoiled due to transit issues.
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Incorrect Order: If the items delivered do not match your order.
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Missing Items: If part of your order is missing.
Important:
Please record a full video during unpacking.
The return policy is void, and return/refund claims cannot be processed without the full unpacking video.
This policy is in place due to past cases where delayed collection of frozen items resulted in spoilage.
3. Refund Request Process
To request a refund, please follow these steps:
Contact Us: Notify us within 24 hours of receiving your order by emailing support@doanafood.com or calling our customer support hotline at +60146119089.
Provide Proof: Attach clear photos of the damaged, defective, or incorrect items along with your order confirmation details.
Resolution: Our team will review your request and respond within 3 business days. If your request is approved, the refund will be processed to your original payment method within 7-10 business days.
4. Agent Package Policy
We value our Doana Food agents and aim to support their success. Below are the guidelines for our agent package return and refund policy:
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Non-Refundable: All agent packages are non-refundable once purchased.
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Exceptions: If the package contents arrive damaged or incomplete, you must notify us within 7 days of receiving the package for us to address the issue.
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Resolution for Agents: Depending on the nature of the issue, we may offer a replacement or store credit.
5. Cancellations
Order Cancellations: Customers may cancel their orders within 2 hours of placing them. Beyond this timeframe, cancellations will not be accepted as processing begins immediately.
Agent Package Cancellations: Agent package orders cannot be canceled once payment is made.
6. Shipping Issues
While we work with reliable courier partners, unforeseen delays or mishandling during shipping may occur. In such cases, please contact us promptly, and we will work with the courier to resolve the issue.
7. Contact Information
For further assistance or inquiries regarding our return and refund policy, please reach out to us:
Email: support@doanafood.com
Phone: +60146119089
Address: T/L JK 27, Jalan Persisiran Padang,
Felda Air Tawar 1
81920 Kota Tinggi
Johor, Malaysia
Thank you for choosing Doana Food. We appreciate your trust and support!