Food Purchases

For food safety and hygiene reasons, we do not accept change-of-mind returns, exchanges or refunds for food products once dispatched. This includes ordering the wrong item or quantity, or a preference for a different taste or texture where the product matches its description and is otherwise satisfactory.

This restriction does not apply to remedies required by law for damaged, faulty, unsafe or incorrectly supplied products.

Biscuit Breakage

Our biscuits are delicate and carefully packed for delivery. Small cracks, loose crumbs or a few broken pieces may occur during transit.

Minor breakage or superficial marks on outer packaging do not ordinarily qualify for a goodwill replacement or refund where the order remains substantially intact, properly sealed and otherwise satisfactory. We assess the overall condition of the order, including any advertised gift presentation.

If your biscuits arrive heavily crushed, with most or all pieces broken, please contact us so we can assess the damage.

Damaged, Incorrect or Unsafe Products

Email info@grovehomestead.com as soon as reasonably possible after discovering an issue. For visible delivery damage, please try to contact us within 48 hours of receipt so we can investigate promptly. This requested timeframe does not remove your statutory rights.

Please provide:

• Your order number or proof of purchase.

• A short description of the issue.

• Clear photographs of the affected products, packaging and shipping label.

• The batch number and best-before date, where available.

An unboxing video may help, but it is not compulsory. We may request reasonable additional information to verify the claim.

Do not consume products that appear spoiled, contaminated or otherwise unsafe. Keep the packaging and, where safe and practical, the affected products until we provide instructions. Please contact us before sending food back.

Assessment and Resolution

We review claims fairly based on the evidence and circumstances. Where no legal remedy is due, we may consider a goodwill replacement or refund for substantial delivery damage.

Where a remedy is required by law, we will provide it, including any applicable right to choose a refund or replacement. A goodwill offer does not restrict those rights.

If we request the return of a verified damaged, defective or incorrect item, we will arrange or cover reasonable return shipping.

We may decline unsupported or fraudulent claims after giving you a reasonable opportunity to provide supporting information.

After Delivery

We do not cover deterioration or damage caused by improper storage, handling or use after delivery where the product was satisfactory when supplied. Please follow the product’s storage instructions.

Opening a product to discover a fault does not, by itself, invalidate a genuine claim.

Refund Processing

Approved refunds are returned to the original payment method where possible, or by another agreed method. The time taken to appear in your account depends on your payment provider.

Any refund of delivery charges will reflect the circumstances and applicable legal requirements. Store credit will not be imposed instead of a refund you are legally entitled to receive.

Cancellations

For cancellation requests, email us immediately. We may be able to cancel an order before it has been packed or dispatched, but cancellation is not guaranteed.

Once dispatched, change-of-mind cancellations are unavailable.

Your Consumer Rights

Nothing in this policy excludes or limits rights or remedies available under the Consumer Protection Act 1999 or other applicable Malaysian law. If any provision conflicts with those rights, the law takes precedence.

Shipping Policy

Order Processing

We bake and dispatch orders regularly throughout the week. Please allow 2–3 working days for preparation, packing and dispatch.

Where possible, we dispatch on the day of baking. Orders may leave sooner, but same-day dispatch is not guaranteed.

For our processing estimates, working days exclude Saturdays, Sundays and public holidays.

Delivery with Pos Laju

We deliver within Peninsular Malaysia through Pos Laju.

Our estimated delivery allowance is 3–4 working days after dispatch, in addition to processing time. Some parcels may arrive the next working day, but next-day delivery is not guaranteed.

These are estimates, not guaranteed arrival dates. Festive periods, public holidays, remote locations, weather and courier disruptions may affect delivery.

For Sabah, Sarawak, islands or other locations outside our usual coverage, contact us before ordering to confirm availability.

Shipping Charges

Delivery charges are displayed at checkout before payment. Free-delivery offers and other promotions apply according to the terms stated with each offer.

Tracking

We’ll share tracking details once your order has been dispatched. Please allow time for Pos Laju’s first tracking update to appear.

If tracking appears unusually delayed, or a parcel is marked delivered but has not reached you, email info@grovehomestead.com with your order number. We’ll help investigate with Pos Laju.

A courier investigation does not remove your rights to a remedy under applicable law.

Delivery Details and Missed Deliveries

Please provide a complete delivery address and an accurate contact number. Notify us immediately if a correction is needed; changes may not be possible after dispatch.

If a parcel is returned because of incorrect details, missed collection or an unsuccessful delivery attributable to the recipient, reasonable additional delivery charges may apply. We will explain any charges before arranging redelivery.

Because our products are food, redelivery is subject to the returned product remaining suitable for supply.

Receiving Your Parcel

Please check your order on arrival and follow the storage instructions on the product label.

Our biscuits are delicate, and minor breakage can occur during transit. For substantial damage, incorrect products or quality concerns, please refer to our Return and Refund Policy.

Pickup

Where pickup is offered, we will confirm the collection details directly. Please wait for confirmation that your order is ready before arriving.

Contact

For delivery enquiries, email info@grovehomestead.com and include your order number.

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