Because of the nature of food and perishable goods, MercyYenKitchen has specific guidelines around returns, exchanges, and refunds. Please read carefully.

• What is Covered
• Orders that are wrong (you received what you didn’t order)
• Orders where the quality is defective, spoiled, or unsafe for consumption.
• Orders missing items that were paid for.
• What is Not Covered
• Change of mind after delivery (unless otherwise agreed in advance).
• Items that are mishandled after delivery (e.g. left unrefrigerated, exposed, etc.).
• Allergies or dietary issues you didn’t inform us of at order time.
• Delays caused by you (recipient unavailable, wrong address given, etc.).
• How to Make a Claim
• Report issue to us within [2-4 hours] after delivery with clear photos that show the problem.
• Provide your order number, a description of what is wrong, and any supporting evidence (photos).
• We may ask for the item or parts thereof to be returned (depending on the issue) or request verification.
• Remedies
• If the claim is valid, we may offer one of:
• a) Replacement of the item(s) if possible.
• b) Full refund.
• c) Partial refund (if only part of the order is affected).
• We will cover the cost of remedy (e.g. re-delivery) if the fault is ours.
• Refund Process
• Once a refund is agreed on, we aim to process it within [5-7 business days].
• Refunds will be made via the same payment method used for purchase unless agreed otherwise.
• Returns of Perishable Goods
• Because food spoils quickly, returns (i.e. physically returning the product) generally are not possible unless under exceptional circumstances.
• In many cases, photo evidence will suffice for us to assess and issue a remedy.
• Cancellation by Us
• If we are unable to fulfill your order due to unforeseen circumstances (e.g. supply shortage, kitchen emergency), we will notify you as soon as possible and provide a refund.