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  • Refund Policy

Refund Policy

Last Updated: June 2026

At Teluk Kayu, we aim to provide a trusted marketplace experience for both customers and vendors. Please read our refund policy carefully before placing an order.

General Policy

As most products sold on Teluk Kayu are food items, all sales are generally final once an order has been prepared, collected, dispatched, or delivered.

Refund requests will only be considered under the circumstances outlined below.

Eligible Refund Cases

Customers may be eligible for a full or partial refund if:

  • The wrong product was supplied.
  • The product received is significantly different from the product description.
  • The product is damaged upon arrival.
  • The order was not delivered or made available for collection as agreed.
  • The vendor is unable to fulfil the order after payment has been made.

Non-Refundable Cases

Refunds will not be provided if:

  • The customer changes their mind after placing an order.
  • The customer fails to collect the order within the stated collection period.
  • The customer enters an incorrect delivery address or contact information.
  • The customer dislikes the taste, texture, or personal preference of the food.
  • The product has been partially or fully consumed.

Food Supply Orders

For Food Supply orders, customers must contact the vendor and Teluk Kayu within 48 hours of receiving the order if there is an issue.

Supporting photos may be required.

Student Market Orders

For Student Market orders, customers must inspect the order upon collection.

Any disputes should be reported to Teluk Kayu within 24 hours.

Save Food Save Money Orders

Due to the discounted and time-sensitive nature of these products, all sales are final.

Refunds will only be considered if:

  • The vendor fails to provide the order for collection.
  • The product is unsafe for consumption.
  • The order is significantly different from the listing.

Refund Process

To request a refund, please contact:

Email: contact@telukkayu.com

Include:

  • Order Number
  • Product Name
  • Description of the issue
  • Supporting photos (if applicable)

Refund requests will be reviewed within 5 business days.

Teluk Kayu Rights

Teluk Kayu reserves the right to investigate refund requests and make the final decision based on the information provided by both the customer and vendor.