Refund policy

# Returns & Refunds

**Carlos Newfood Industry Sdn. Bhd.** (202401053674 / 1599516-K)
Last updated: 10 August 2026

We want you to enjoy your chips. Because we sell food, this policy is stricter than for
non-perishable goods — please read it before ordering.

## What we will refund or replace

We will replace or refund your order if:

- The product arrived **damaged or crushed beyond normal settling**
- The product arrived **past, or too close to, its expiry date**
- You received the **wrong flavour, wrong quantity or wrong item**
- Your order **never arrived**, confirmed against courier tracking
- The product is **defective** — spoiled, contaminated or incorrectly sealed

## What we cannot accept

For food safety and hygiene reasons, we cannot accept:

- **Opened packets**, unless the product itself is defective
- **Change of mind** — not liking a flavour is not grounds for a refund
- Claims made **more than 7 days** after the delivery date
- Products damaged after delivery through storage, heat or mishandling
- Products bought from a **retailer or reseller** rather than from us directly (please
  contact the shop you bought from)

## How to make a claim

Within **7 days of delivery**, email **carlos_newfood26@yahoo.com** or WhatsApp **017-669 6689** with:

1. Your **order number**
2. **Photos** of the outer packaging, the packet, and the problem itself
3. A short description of what is wrong

We reply within **2 working days**. Please keep the product and its packaging until your
claim is resolved — we may ask for it back, and we will cover return postage where the
fault is ours.

## Refunds

Approved refunds are issued to the **original payment method** within **7–14 working days**
of approval. Your bank may take a few more days to show it. Where a replacement is
preferred, we will ship it at no cost to you.

**Delivery charges** are refunded only where the entire order was faulty, wrong or
undelivered. Where only part of an order is affected, we refund only that part.

## Cancellations and changes

You can cancel or change an order **before it is packed** — usually within a few hours of
ordering. Email or WhatsApp us as soon as possible with your order number. Once an order
has been packed and handed to the courier it cannot be cancelled.

## Bulk and corporate orders

Bulk, event and corporate orders are made to order and are **non-refundable except where
the product is faulty**. Terms are confirmed in writing before we accept the order.

## Contact

Email: **carlos_newfood26@yahoo.com** · WhatsApp: **017-669 6689**