Refund policy

1.0 REFUND POLICY

1.1 Refunds are allowed under the following conditions:

  • Wrong product delivered

  • Product is expired or damaged upon delivery

  • Incorrectly delivered  (wrong item)

1.2 Requests for refunds must be made within 3 days of receiving your order via:

1.3 For any claims regarding damaged, expired, or incorrect items, a clear unboxing video is required as proof. Please ensure the video clearly shows:

  • The unopened parcel

  • The unboxing process

  • The issue with the product (e.g. damaged packaging, expiry date)

1.4 Approved refunds will be issued via the original payment method used at checkout unless with written agreement stated otherwise.

1.5 Processing Time

  • Refund request made via Website: Up to 6 weeks

  • Refund request made via WhatsApp: Up to 14 working days 

1.6 The following items are not eligible for refunds, unless they are damaged or expired upon delivery:

  • Opened or used product 

  • Free samples and promotional gifts 

  • Clearance items 

1.7 Orders may be canceled if they have not been shipped. Please contact us immediately if you wish to cancel your order.


2.0 SHOPEE REFUND

2.1 Shopee refund timelines vary depending on the payment method:

  • Shopee Pay: Within 24 hours

  • Debit/Credit Card: 3-5 working days

  • Credit Card Instalment: 3-14 working days

2.2 A clear unboxing video is also required for Shopee refund claims.

2.3 Final approval is subject to Shopee’s discretion and any Shopee coins or vouchers used will be refunded based on their refund policy.


3.0 EXCHANGE POLICY

3.1 Due to the nature of our products which are consumable food items, we do not accept any returns or exchanges for hygiene and safety reasons.

3.2 However, if you receive a product that is:

  • Expired

  • Damaged upon delivery

  • Incorrectly delivered (wrong item)

We will proceed with a refund after verifying the issue. For eligible cases, please contact us within 3 days of receiving the product and provide a clear, unedited video of the unboxing process as evidence.

3.3 Benafit Food reserves the right to reject refund requests suspected to be fraudulent, abusive or inconsistent with our policy. 

3.4 We are not responsible for refund delays or failures in delivery or return processing caused by factors beyond our control (e.g., natural disasters, courier issues or force majeure events).


4.0 RETURN SHIPPING COSTS

4.1 Return shipping costs will be borne by Benafit Food only in cases where the return is due to our error (e.g., wrong item sent, expired, or damaged product).

4.2 In all other circumstances, return shipping costs will be the responsibility of the customer.

Please note: As our products are food-based, we do not typically accept returns. Only eligible cases, as outlined in our refund policy, will be considered.

5.0 NON-ELIGIBLE CASES FOR REFUND, RETURN, OR EXCHANGE

5.1 Refunds, returns, or exchanges will not be accepted/entertained under the following circumstances:

  • Change of mind or personal preference after purchase

  • Incorrect storage or handling by the customer after delivery

  • Products not reported within 3 days of delivery

  • Lack of sufficient evidence, such as unable to provide unboxing video or clear photos of the issue

  • Opened, used, or tampered products

  • Minor packaging imperfections that do not affect product quality or safety

  • Clearance, promotional, or sample items, unless expired or damaged upon arrival

Due to the nature of our food products, we are unable to accept returns unless the product is incorrect, expired, or damaged at the time of delivery.


6.0 RIGHTS RESERVED

6.1 Benafit Food reserves the right to:

  • Refuse any refund or return request that does not meet our stated policy requirements

  • Request additional evidence to support a claim (e.g., unboxing videos or photos)

  • Modify, update, or terminate any part of the return and refund policy at our sole discretion without prior notice

  • Make the final decision in any dispute or exception regarding refunds, returns, or replacements