Refund Policy
All products sold by UNIYA are non-returnable and non-refundable unless they are received damaged, defective, unsafe, materially different from their description, or do not match the original order. This includes:
- Incorrect products supplied
- Incorrect quantities supplied
- Missing items
- Damaged or leaking packaging
- Faulty or defective products
- Products that are materially different from the order placed
For health and safety reasons, food, chilled, frozen and other perishable products cannot be returned or exchanged once delivered, except where an eligible issue has been verified by UNIYA.
Confirmed and paid orders are final and cannot be cancelled, refunded or exchanged due to a change of mind, ordering the wrong item, personal taste preferences or no longer requiring the products.
Any issue must be reported to UNIYA through our official WhatsApp within two hours of delivery. Customers should provide:
- Order number
- Clear photographs of the product and packaging
- A photograph of the product label
- A description of the issue
- A continuous unboxing video, wherever possible
UNIYA may be unable to approve a claim when it is submitted after the reporting period or when insufficient evidence is provided.
Once the claim has been reviewed, we will notify the customer whether it has been approved or rejected. For an approved claim, UNIYA may offer an appropriate:
- Replacement
- Full refund
- Partial refund
- Store credit
Approved refunds will be processed through the original payment method or another agreed payment method within three working days. Additional processing time may be required by the relevant bank or payment provider.
Sale, discounted and promotional products are not refundable or exchangeable due to a change of mind.
However, customers may still submit a claim if the product received is incorrect, missing, damaged, defective, unsafe or materially different from its description.
Products will only be exchanged or replaced when an eligible issue has been reviewed and approved by UNIYA.
Replacement arrangements are subject to product availability and will be discussed with the customer through UNIYA’s official WhatsApp. Where UNIYA approves a replacement due to an error or verified product issue, UNIYA will bear the reasonable replacement delivery cost.
Many of our products are natural and seasonal. Minor variations in colour, size, shape, texture, flavour or appearance may occur and are not normally considered defects.
Product photographs are for reference purposes. A claim may still be considered where the product is unsafe, significantly damaged or materially different from the product description.
For refund, replacement or product-related enquiries, please contact:
This policy does not limit any rights or remedies that cannot be excluded under applicable Malaysian consumer law.