Return & Refund Policy

1. Frozen-Food Returns and Exchanges

For food-safety and hygiene reasons, Waffle5 cannot accept a return or exchange simply because a customer changes their mind after frozen products have been delivered.

2. Damaged, Incorrect or Missing Items

Please contact Waffle5 within 24 hours after delivery if an item is significantly damaged, incorrect or missing. Reporting promptly helps us check the delivery and product condition.

Please provide:

Keep the affected products and packaging frozen, where safe and practical, until our team advises you. Do not consume a product if you believe it may be unsafe.

3. Review and Available Remedies

After reviewing the order details and evidence, Waffle5 may offer an appropriate remedy depending on the circumstances, such as:

• Replacement of the affected item;
• Refund for the affected item;
• Refund for a missing item; or
• Another reasonable solution agreed with the customer.

If Waffle5 cannot fulfil an order, the unavailable item or order will be refunded. Approved refunds are normally returned to the original payment method. Processing time may vary by bank or payment provider.

4. Delivery and Frozen Storage

Please ensure someone is available to receive the order during the arranged delivery period. After successful delivery, place the waffles in a freezer promptly and follow the storage instructions on the product packaging.

Claims may not be approved where deterioration results from delayed collection, an incorrect address supplied by the customer, failure to receive the delivery, or improper storage after delivery.

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5. Order Changes and Cancellations

Contact Waffle5 as soon as possible if you need to change or cancel an order. We will try to assist before preparation or delivery arrangements begin.

Once an order has been prepared, packed, dispatched or otherwise committed for fulfilment, cancellation or changes may no longer be possible. Any approved refund may exclude reasonable costs already incurred, where permitted by law.

6. Your Consumer Rights

This policy is intended to operate alongside the rights and remedies available to consumers under applicable Malaysian law. Nothing in this policy limits any right that cannot lawfully be excluded.