Return, Refund and Cancellation Policy

Thank you for shopping with DAVON. We take care to ensure that your order is packed accurately and delivered in good condition. This policy explains how cancellations, returns, replacements and refunds are handled.

1. Order Amendments and Cancellations

Please check your delivery address, products and quantities carefully before confirming your order.

If you need to correct or cancel an order, please contact us as soon as possible. We will try to accommodate your request if the order has not been packed or dispatched.

Once an order has been packed, dispatched or handed to the courier, amendments or cancellations may no longer be possible.

2. Change-of-Mind Returns

Food, beverage and consumable products

For hygiene, food-safety and quality-control reasons, food, beverage and other consumable products cannot be returned or refunded due to:

  • Change of mind;

  • Personal taste preference;

  • Incorrect flavour or product selected by the customer;

  • Incorrect quantity ordered by the customer; or

  • Products that have been opened, consumed or stored incorrectly after delivery.

This restriction does not apply where a product is defective, damaged, expired, unsafe, incorrectly supplied or materially different from its description.

Non-consumable products

For eligible non-consumable products, you may request a change-of-mind return within seven calendar days from the date of delivery.

The product must be:

  • Unused and in its original condition;

  • Returned with its original packaging, accessories and labels;

  • Accompanied by the receipt or proof of purchase; and

  • Suitable for resale.

Change-of-mind returns are subject to DAVON’s inspection and approval. The customer is responsible for the return delivery cost, and the original delivery charges are non-refundable.

3. Incorrect, Missing, Damaged or Defective Products

Please contact us within 48 hours of delivery, where reasonably possible, if:

  • You received the wrong product;

  • An item is missing from your order;

  • The product or packaging was damaged or leaking upon delivery;

  • The product is defective, expired, spoiled or unsafe; or

  • The product is materially different from its website description.

Please provide:

  • Your order number;

  • A description of the issue;

  • Clear photographs of the product, packaging, shipping label, batch number and expiry date; and

  • An unboxing video, if available.

Please keep the affected product and its packaging until we have completed our assessment, unless the product presents a safety risk or we advise you otherwise.

The 48-hour notification request helps us investigate courier and packing issues promptly. It does not exclude or limit any rights available under applicable Malaysian consumer law.

4. Assessment and Remedies

We will review your claim and normally provide an initial response within three to five business days after receiving the required information.

Depending on the circumstances and applicable law, the available remedy may include:

  • Replacement of the affected product;

  • Reshipment of a missing or incorrect product;

  • A partial refund for the affected item;

  • A full monetary refund; or

  • Another remedy agreed between DAVON and the customer.

Where the failure is substantial, cannot reasonably be remedied, or the customer is otherwise legally entitled to reject the product, the customer may choose between:

  • A monetary refund; or

  • Replacement goods of the same type and similar value, where reasonably available.

Store credit or vouchers may be offered as an option but will not replace a monetary refund where a monetary refund is required by law.

5. Return and Redelivery Costs

If a return is required because the product is defective, damaged, incorrectly supplied or materially different from the order, DAVON will bear the reasonable return or redelivery cost.

For an approved change-of-mind return involving an eligible non-consumable product, the customer is responsible for the return delivery cost.

Products must not be returned without first contacting us and receiving return instructions.

6. Refund Processing

Once an approved returned product has been received and inspected, we will notify you of the refund status.

Approved refunds will be issued through the original payment method, where reasonably possible, within 7–14 business days. The time taken for the refund to appear in your account may vary depending on your bank, card issuer or payment provider.

Any applicable deduction will be clearly communicated before the refund is processed. No return delivery cost will be deducted where the return is caused by a defective, damaged, incorrect or materially different product.

7. Promotions and Sale Items

Promotional or sale items are not refundable merely because the customer changes their mind.

However, promotional or sale items remain eligible for an appropriate remedy if they are defective, damaged, unsafe, incorrectly supplied or materially different from their description.

8. Contact Us

To request an order amendment, return, replacement or refund, please contact us via this link : https://davongourmet.com/apps/contact-form-plus

Please include your order number when contacting us.

9. Your Legal Rights

Nothing in this policy excludes, restricts or modifies any rights or remedies available to consumers under the Consumer Protection Act 1999 or other applicable Malaysian laws.