Refund Policy

Heavenly + Co. / Heavenly Holding Sdn. Bhd.

Last updated: 27 July 2026

Thank you for shopping with Heavenly + Co.
Because many of our nuts and seeds are roasted fresh on order, we handle returns carefully to protect food safety and freshness for every customer.

Company: Heavenly Holding Sdn. Bhd. (202201029321 / 1475018-K)

Address: 81, Lebuh Tye Sin, 10300 George Town, Penang, Malaysia

Email: myheavenlyco@gmail.com

1. Our approach

We want you to be happy with your order. If something goes wrong, contact us as soon as possible with your order number, photos (if relevant), and a short description of the issue.

2. Eligible issues (we can help)

We may offer a replacement, store credit, or refund (at our discretion) if:

• You received the wrong item

• The item arrived damaged or spoiled due to shipping/handling

• The item is missing from your parcel

• There is a clear quality defect attributable to us

Please report these issues within 48 hours of delivery (or expected delivery date if the parcel did not arrive).

3. Non-returnable items (food safety)

For hygiene and food safety reasons, we generally cannot accept returns or refunds for:

• Products that have been opened, tasted, or partially consumed (unless defective/wrong item as above)

• Change of mind after the order has been roasted, packed, or shipped

• Incorrect address, failed delivery, or unavailability to receive the parcel caused by the customer

• Products stored incorrectly after delivery

• Slight natural variations in colour, size, texture, or roast appearance of natural products

4. Change of mind/cancellation

• Before processing/roasting: Contact us quickly. If the order has not entered preparation, we may cancel and refund.

• After roasting, packing, or dispatch: Change-of-mind cancellations and returns are generally not available because products are prepared fresh for you.

5. How to request a return or refund

Email myheavenlyco@gmail.com (or use our Contact Form) with:

• Full name and order number

• Product name(s) affected

• Clear photos/videos of the issue and packaging (if damaged/wrong item)

• Your preferred resolution (replacement/credit/refund)

We aim to respond within 1–3 business days.

6. Refund method and timing

Approved refunds are typically returned via the original payment method, or by bank transfer/store credit where applicable. Processing may take several business days depending on your bank or payment provider after we approve the refund.

7. Damaged or failed delivery

If your parcel arrives damaged, please keep all packaging and photograph the box and products before discarding anything. If a courier marks a parcel as delivered but you did not receive it, contact us immediately so we can investigate with the courier.

8. Contact

Heavenly Holding Sdn. Bhd.

81, Lebuh Tye Sin, 10300 George Town, Penang, Malaysia

Email: myheavenlyco@gmail.com

Website: https://www.heavenly.my