Refund policy

Last updated: 8 September 2026

This Refund Policy applies to retail orders placed through delicepistachios.com for delivery in Malaysia and Singapore. It forms part of our Terms of Service. Orders arranged directly with us for other countries are covered by section 9 below.

We sell food. Once a sealed food product has left our control, we have no way to verify how it has been stored, and we cannot lawfully resell it. That single constraint shapes everything below. Within it, our aim is simple: if something is wrong with what we sent you, we will put it right.

1. Before you order

Product photographs are indicative. Natural products vary in colour and appearance between harvests and batches. As one example, real pistachio paste is a pale olive green, not bright green — this is normal and is not a defect.
Net weights are stated on each product page and on the packaging.
Allergen notice: our products are tree nuts or are handled in facilities that process tree nuts. They may also contain traces of other allergens. Please read the packaging before consuming, and do not order if you have a relevant allergy.

2. If something is wrong with your order

Damaged, leaking, or spoiled on arrival: within 48 hours
Wrong item, wrong size or variant, or a missing item: within 3 days
Quality concern with a sealed product (for example an off aroma or rancidity on opening): within 7 days, and please keep the product and its packaging

We are unable to assess claims made after these windows have closed, because we can no longer distinguish a fault in the product from a storage issue after delivery.

3. What we need from you

Email info@delicepistachios.com or message us on WhatsApp at +60 17-390 5167 with:

your order number;
a description of the problem;
clear photographs of the product, the outer packaging, and the shipping label;
the batch code and best-before date printed on the packaging.

Please keep the product and packaging until your case is closed. We may ask for further information, or ask you to return the item so we can inspect it.

4. How we resolve it

Where a claim is verified, we will offer one of the following, and we will discuss with you which is most useful:

a replacement of the affected item;
store credit; or
a refund of the affected item.

Where the fault is ours or the goods arrived damaged, we cover any return shipping cost, and you will not be charged for a replacement delivery. In many cases we will not require the item to be returned at all.

5. Change of mind

We are not obliged to accept returns for change of mind, but we will consider them where food safety allows. A change-of-mind return may be accepted if all of the following apply:

you contact us within 3 days of delivery and receive our approval before sending anything back;
the product is unopened, with its factory seal intact, and in its original packaging;
the product has been stored correctly and is in resalable condition on inspection.

For approved change-of-mind returns, you pay the return shipping cost. Once we receive and inspect the item, we refund the product price. The original shipping charge is not refunded.

Orders delivered outside Malaysia. Change-of-mind returns are generally not available for orders delivered to Singapore or other countries, because food products cannot practically or lawfully be re-imported and resold once they have crossed a border. This does not affect your rights under section 2 — where an order arrives damaged, incorrect, or faulty, we will resolve it by replacement, credit, or refund without requiring the product to be sent back.

6. What we cannot refund

Products that have been opened, partially used, or decanted, unless there is a verified quality fault.
Products damaged or degraded after delivery through storage, handling, or exposure to heat, moisture, or sunlight.
Claims made after the reporting windows in section 2 have passed.
Items bought on clearance or as part of a promotion, unless faulty.
Shipping charges, except where the fault is ours.
Discount codes, gift values, and promotional items, which have no cash value.

7. Refund processing

We aim to review and respond to every claim within 2 working days.
Approved refunds are issued to the original payment method used for the order. We cannot refund to a different card, account, or person.
Once we process a refund, allow 5–10 working days for it to appear in your account. The exact timing depends on your bank or payment provider and is outside our control. Refunds on FPX and online banking payments made through our payment gateway may take longer than card refunds.
All refunds are issued in Malaysian Ringgit (MYR), the currency in which the order was charged. If your card or account is held in another currency, your bank converts the refund at their own rate on the day it is processed. Because exchange rates move, the amount you receive may be slightly more or less than the amount originally debited. This difference is set by your bank and is not something we can adjust or reimburse.
Import duties, GST, and customs or courier clearance charges paid on delivery are collected by the authorities or the courier in the destination country, not by us. We are not able to refund them. Where those charges are recoverable, you would need to claim them from the relevant authority directly.

8. Cancellations

You can cancel an order for a full refund at any point before it is dispatched — contact us immediately. Once an order has been handed to the courier it can no longer be cancelled, and section 2 or section 5 applies instead.

9. Wholesale, bulk, and export orders

This policy covers retail orders placed through our online store. Wholesale, bulk, B2B, and export orders are governed by the terms of the relevant quotation, proforma invoice, or supply agreement, including its own inspection, claims, and rejection provisions. Where those terms conflict with this page, those terms apply.

10. Your statutory rights

Nothing in this policy limits or excludes any rights you have under the Consumer Protection Act 1999, the Sale of Goods Act 1957, or other applicable Malaysian law. Customers in Singapore may also have rights under the Consumer Protection (Fair Trading) Act 2003 and the Sale of Goods Act 1979. Where any applicable law gives you a right that is broader than what is described above, that right applies.

11. Changes to this policy

We may update this Refund Policy from time to time. The version published on this page at the time you place your order is the version that applies to that order.

12. Contact us

Délice Empire Enterprise (trading as Délice Pistachios)
C-17-1, Jalan Serai Wangi L, Seksyen 16, Alam Avenue 2, 40000 Shah Alam, Selangor, Malaysia
Email: info@delicepistachios.com
Phone / WhatsApp: +60 17-390 5167
Office hours: Monday to Friday, 9:00 AM – 6:00 PM (MYT)
Business Registration No.: 202303184741 (SSM 003514018-A)