Return, Refund and Exchange Policy

Please read this Return, Refund and Exchange Policy carefully before placing an Order through our website. This Policy sets out the circumstances under which BEYONDBITS FANTASTIC SDN BHD may accept returns, refunds, or exchanges for Goods purchased through our Service.

By placing an Order through our Website, You acknowledge and agree to the terms of this Policy.

Definitions

For the purposes of this Return, Refund and Exchange Policy:

“Company” (referred to as either “the Company”, “We”, “Us” or “Our”) refers to BEYONDBITS FANTASTIC SDN BHD.
“Goods” refers to the items offered for sale on the Service, including canned food, seasonings, spreads, and other food-related products.
“Orders” means a request by You to purchase Goods from Us.
“Return” means the process of sending purchased Goods back to the Company in accordance with this Policy.
“Refund” means the reimbursement of an eligible amount paid by You for qualifying Goods.
“Exchange” means the replacement of eligible Goods with another item, where such replacement is approved by the Company.
“Service” refers to the BEYONDBITS FANTASTIC SDN BHD website, accessible from https://bitedelight.store/.
“You” means the individual accessing the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

1. General Return, Refund and Exchange Policy

All Goods sold through the Service are not exchangeable and are not refundable unless they fall within one of the circumstances specifically stated in this Policy.

Due to the nature of the Goods sold by the Company, particularly food products such as canned food, seasonings, and spreads, We generally do not accept returns, exchanges, or refunds for reasons such as change of mind, incorrect selection, personal preference, or failure to review the product information before placing an Order.

A return, refund, or exchange may only be considered where the conditions stated in this Policy are satisfied.

2. Circumstances Where a Return, Refund or Exchange May Be Accepted

Subject to the requirements of this Policy, We may accept a return, refund, or exchange where:

2.1 Wrong Item Sent

The Company may provide an appropriate remedy if the item delivered to You is different from the item You ordered.

For example, this may include:

A different product was sent;
A different product variant was sent;
The wrong quantity was sent; or
Another customer’s item was mistakenly delivered to You.

The Company may request supporting evidence to verify the issue.

2.2 Product Does Not Match Website Information

A refund, return, or exchange may be considered if the purchased Goods received do not materially match the specifications, description, features, or information advertised on the Website.

This may include a material difference between the Goods ordered and the Goods received.

Minor differences in packaging, label design, colour, or appearance resulting from manufacturer packaging updates may not necessarily qualify for a return, refund, or exchange.

2.3 Goods Are Spoiled, Damaged or Defective Upon Delivery

A refund, return, or exchange may be considered where the Goods received are:

Spoiled upon delivery;
Damaged during delivery;
Defective upon delivery;
Leaking or otherwise materially compromised;
Contaminated or visibly tampered with; or
Otherwise unsuitable for use or consumption upon delivery.

For food products, You should not consume the affected Goods if You believe that they are spoiled, contaminated, damaged, or otherwise unsafe.

The Company may request photographs, videos, packaging information, batch information, expiry information, or other evidence to assess the condition of the Goods.

2.4 Delivery Exceeds the Stated Delivery Timeline

A refund may also be considered where the Order exceeds the delivery timeframe stated in the Company’s Shipping Policy, subject to the circumstances of the delay and applicable law.

Our standard delivery timeframe is stated in the Shipping Policy.

Delivery delays caused by circumstances outside the Company’s reasonable control may be reviewed separately.

3. No Change-of-Mind Returns

Unless otherwise required by applicable law, We do not accept returns, refunds, or exchanges because You:

Changed Your mind;
Ordered the wrong product;
Selected the wrong quantity;
Selected the wrong product variant;
No longer require the Goods;
Do not like the taste or flavour;
Do not like the appearance of the product;
Purchased the product by mistake; or
Found the product cheaper elsewhere.

You are responsible for reviewing the product description, specifications, quantity, and other relevant information before completing Your Order.

4. Evidence Required for Refund Requests

To protect both customers and the Company against fraudulent or inaccurate claims, customers requesting a refund, return, or exchange are required to provide sufficient evidence.

The Company may require the following evidence:

4.1 Unboxing Video

You are required to provide a clear and continuous unboxing video showing:

The parcel before it is opened;
The unopened condition of the parcel;
The shipping label;
The outer packaging;
The condition of the packaging;
The process of opening the parcel; and
The Goods received.

The video should clearly show the entire unboxing process from the unopened parcel through to the inspection of the Goods.

Edited, cut, incomplete, unclear, or otherwise insufficient videos may not be accepted as evidence.

4.2 First-Use Video

Where applicable, You may also be required to provide a clear video showing the first use of the item.

This may be requested where the issue cannot reasonably be established through the unboxing video alone.

For food products, customers should not use or consume Goods that appear spoiled, contaminated, damaged, or unsafe.

4.3 Photographs and Supporting Documents

You may also be required to provide:

Clear photographs of the Goods;
Photographs of the product packaging;
Photographs of the shipping label;
Photographs showing the damage or defect;
Photographs of the expiry or best-before date;
Photographs of batch or product identification information;
Order number;
Order confirmation;
Payment details;
Delivery information;
Courier information; or
Any other supporting documents reasonably requested by the Company.

5. 24-Hour Reporting Period

All return, refund, and exchange requests must be submitted within 24 hours from the time the Goods are received.

You must contact the Company within this 24-hour period if You believe that:

The wrong Goods were delivered;
The Goods do not match the Website description or specifications;
The Goods arrived spoiled;
The Goods arrived damaged;
The Goods are defective upon delivery; or
The delivery has exceeded the applicable delivery timeframe.

The 24-hour period is intended to allow the Company to assess the condition of the Goods as close as reasonably possible to the time of delivery.

6. Requests Submitted After 24 Hours

Any return, refund, or exchange request submitted after the 24-hour period may not be accepted.

Customers are therefore strongly encouraged to inspect their Orders immediately upon delivery and contact the Company as soon as an issue is identified.

Failure to notify the Company within the required period may result in the request being rejected.

This requirement does not limit any mandatory rights or remedies that cannot legally be excluded under applicable law.

7. Requests Without Required Evidence

Any return, refund, or exchange request submitted without the required supporting evidence may not be accepted.

In particular, where an unboxing video is reasonably required to verify the condition of the parcel and Goods upon delivery, failure to provide a clear and continuous unboxing video may result in the claim being rejected.

The Company may request additional evidence if the evidence initially submitted is unclear, incomplete, inconsistent, or insufficient to determine the circumstances of the claim.

8. How to Submit a Return, Refund or Exchange Request

To submit a request, You must contact Us at:

Email: bite_delight@outlook.com

Your email should include:

Full name;
Order number;
Date the Order was received;
Product name;
Description of the issue;
Clear photographs;
Required unboxing video;
First-use video, where applicable; and
Any other supporting evidence requested by the Company.

The Company may not be able to process a request if insufficient information is provided.

9. Review and Assessment

After receiving Your request and supporting evidence, the Company will review the claim.

We may assess:

The Order details;
The Goods purchased;
The condition of the Goods;
The packaging;
The shipping label;
The unboxing video;
Photographs;
First-use evidence, where applicable;
Delivery records;
The circumstances surrounding the claim; and
Any other relevant information.

The Company reserves the right to request additional information or evidence where reasonably necessary.

Submitting a request does not automatically mean that the request has been approved.

10. Approval of Return

Where a return is approved, the Company will provide instructions regarding how and where the Goods should be returned.

You must not return Goods to the Company without receiving return instructions from Us.

Returned Goods may be required to meet certain conditions, depending on the nature of the claim.

The Company may reject a return where the Goods have been altered, damaged, consumed, misused, contaminated, or otherwise handled in a manner that makes the Goods unsuitable for assessment or return, except where such condition resulted from the issue complained of.

11. Food Products and Returns

Because many of Our Goods are food products, certain Goods may not be suitable for physical return once delivered.

Where a food product is reported as spoiled, damaged, contaminated, defective, or otherwise unsuitable for consumption, the Company may assess the claim based on photographs, videos, packaging information, product information, and other evidence instead of requiring the physical return of the Goods.

You should follow any instructions provided by the Company regarding disposal or retention of the affected Goods.

12. Exchange

Where an exchange is approved, the Company may replace the affected Goods with:

The correct product;
The correct quantity;
A replacement of the same product; or
Another mutually agreed resolution.

An exchange is subject to product availability.

If the replacement product is unavailable, the Company may provide another appropriate remedy, which may include a refund where applicable.

13. Refund

Where a refund is approved, the amount refunded will generally relate to the eligible Goods or portion of the Order affected by the approved claim.

Refunds may be processed through the original payment method or another reasonable method determined by the Company and/or the relevant payment provider.

The time required for the refund to appear in Your account may depend on the payment provider, bank, card issuer, or other financial institution.

The Company is not responsible for delays caused by third-party financial institutions after the refund has been successfully initiated by Us.

14. Partial Refunds

Where only part of an Order is affected by an eligible issue, the Company may provide a refund for the affected portion rather than the entire Order.

For example, where one item in a multi-item Order is incorrectly delivered or damaged, the Company may assess the affected item separately.

The final refund amount will depend on the circumstances of the claim and the resolution approved by the Company.

15. Refund for Delivery Delays

Where a refund request is made because an Order has exceeded the delivery timeframe stated in Our Shipping Policy, the Company may review the delivery records and circumstances before approving the refund.

Delivery delays caused by circumstances beyond Our reasonable control may be considered separately.

The Company may request additional information from the relevant courier or delivery provider before determining the outcome of a delivery-related claim.

16. Non-Refundable Circumstances

Unless otherwise required by applicable law, We do not provide refunds or exchanges for:

Change of mind;
Incorrect product selection;
Incorrect quantity selected by the customer;
Personal preference;
Taste preference;
Failure to read product information;
Failure to follow product storage instructions after delivery;
Damage caused by the customer;
Improper handling after delivery;
Improper storage after delivery;
Products that have been opened or consumed where the issue is unrelated to a defect existing upon delivery;
Normal product characteristics;
Minor packaging differences;
Manufacturer packaging changes; or
Requests submitted after the required 24-hour period.

17. Customer Responsibility After Delivery

Once the Goods have been delivered, You are responsible for properly handling and storing the Goods.

For food products, You should follow all storage, handling, and consumption instructions stated on the product packaging.

The Company is not responsible for deterioration, spoilage, damage, or other problems caused by improper storage or handling after delivery, except where required otherwise by applicable law.

18. Damaged Packaging

If the parcel arrives with visibly damaged packaging, You should record the condition of the parcel before opening it where reasonably possible.

You should take clear photographs and record the unboxing process.

If the Goods inside are damaged, You should contact the Company within 24 hours and provide the required evidence.

19. Incorrect or Missing Items

If You receive the wrong item or discover that an item is missing from Your Order, You must contact Us within 24 hours of receiving the parcel.

You should provide:

Order number;
Photographs of the parcel;
Shipping label;
Contents received;
Continuous unboxing video; and
Any other information requested by the Company.

We will review the information and determine the appropriate resolution.

20. Fraudulent or Misleading Claims

The Company reserves the right to reject claims that We reasonably believe are:

Fraudulent;
Misleading;
Inconsistent with the available evidence;
Repeated without reasonable basis;
Made using altered or manipulated evidence; or
Otherwise submitted in bad faith.

Where appropriate, the Company may restrict or suspend an Account associated with fraudulent activity, subject to applicable law.

21. Return Shipping Costs

Where a return is approved because the Company sent the wrong Goods or because the Goods were damaged, defective, spoiled, or otherwise eligible under this Policy, the Company will determine the appropriate arrangement for any return shipping requirements.

You should not arrange or pay for a return shipment without first receiving instructions from Us, unless otherwise agreed.

Where a return is requested for a reason that is not covered by this Policy, the Company may reject the request.

22. No Unauthorised Returns

Customers must not send Goods back to the Company without first contacting Us and receiving return instructions.

Unauthorised returns may not be accepted or processed.

The Company may not be responsible for Goods sent to an incorrect address or returned without prior approval.

23. Processing Time

We aim to review return, refund, and exchange requests as soon as reasonably practicable after receiving all required information and evidence.

The time required to complete a claim may vary depending on:

The complexity of the issue;
The evidence provided;
Product availability;
Courier investigations;
Payment provider processing times; and
Other circumstances outside Our reasonable control.

We may contact You if additional information is required.

24. Company’s Decision

The Company will assess each claim based on the information and evidence available.

Approval of one claim does not automatically establish entitlement to the same resolution for another claim where the circumstances are different.

The Company reserves the right to determine the appropriate remedy for an eligible claim, subject to applicable law.

25. Consumer Rights

Nothing in this Policy is intended to exclude, restrict, or waive any mandatory rights, guarantees, protections, or remedies available to consumers under applicable Malaysian laws and regulations.

Where applicable law provides You with rights that cannot legally be excluded or restricted by this Policy, those rights will continue to apply.

26. Changes to This Policy

We reserve the right to update or amend this Return, Refund and Exchange Policy from time to time.

Changes may be made to reflect:

Changes in Our business operations;
Changes in product ranges;
Changes in delivery arrangements;
Changes in payment methods;
Changes in applicable laws or regulations; or
Other operational requirements.

The updated Policy will be published on this page with a revised “Last Updated” date.

27. Governing Law

This Return, Refund and Exchange Policy shall be governed by and construed in accordance with the laws of Malaysia.

Any dispute arising out of or relating to this Policy, a return, refund, exchange, or purchase of Goods shall be subject to the applicable laws and courts of Malaysia, except where otherwise required by applicable law.

28. Contact Us

For all return, refund, and exchange requests, please contact:

BEYONDBITS FANTASTIC SDN BHD
NO TIANG A3/7 88, JALAN MALIM NAWAR,
KAMPUNG TUALANG SEKAH,
31700 MALIM NAWAR, PERAK, MALAYSIA

Phone: +60104315376
Email: bite_delight@outlook.com
Website: https://bitedelight.store/

Important: All return, refund, and exchange requests must be submitted to bite_delight@outlook.com within 24 hours of receiving the Goods, together with the required supporting evidence.

Requests submitted after the 24-hour period or without the required evidence may not be accepted.