Refund Policy
Last Updated: 11 December 2025
We follow a strict but fair refund and return policy to maintain hygiene and product safety.
Eligibility for Refund or Exchange
We offer a refund or exchange only if:
- The product arrived damaged, broken, or defective
- You received the wrong item
All other sales are final due to hygiene and safety regulations.
Conditions for Return
To qualify:
- Notify us within 48 hours of delivery.
- Provide order number, description of the issue, and photo/video evidence clearly showing the packaging and defect.
- Product must be returned in its original packaging, with all labels and accessories.
Non-Returnable Items
We cannot accept returns for:
- Opened or used products
- Change of mind, dislike of taste, color, scent, or texture
- Sale/clearance items
- Damages due to misuse or improper storage by the customer
How to Initiate a Return
- Email us at pouchongfood@gmail.com with your Order Number.
- Attach photos/videos of the issue.
- Wait for Return Authorization and instructions. Do not send items without approval.
Refund Process
- Once approved, refunds are issued to the original payment method.
- Refund may take 7–10 business days depending on the bank/payment provider.
- Original shipping fees are non-refundable.