Refund policy

Last updated: March 5, 2026

This Return and Refund Policy explains how Cravmo Cafe ("Cravmo", "we", "our", or "us") handles refunds, replacements, and order issues for purchases made through cravmo.com.

By placing an order, you agree to the terms outlined in this policy.

1. Food Items Are Non-Returnable

Due to the perishable nature of food products, all food items sold by Cravmo Cafe are non-returnable.

Once an order has been prepared, collected, or delivered, it cannot be returned.

2. Refund Eligibility

Refunds or replacements may be considered only under the following circumstances:

  • You received the wrong item

  • Your order was missing items

  • Your order was significantly damaged during delivery

  • Your order was not received due to an error on our part

Requests must be made within a reasonable time after receiving the order.

We may request photo evidence to verify the issue before issuing a refund or replacement.

3. Non-Refundable Situations

Refunds will not be provided in the following situations:

  • Customer changes their mind after placing an order

  • Orders that have already been prepared

  • Food quality complaints after the majority of the item has been consumed

  • Incorrect delivery information provided by the customer

  • Orders not collected within a reasonable pickup timeframe

  • Minor variations in taste, appearance, or presentation of food items

  • Delays caused by traffic, weather, or courier issues

4. Order Cancellation

Orders may only be cancelled before preparation has begun.

Once the kitchen has started preparing the order, the order cannot be cancelled or refunded.

If cancellation is approved, refunds will be issued to the original payment method.

5. Refund Processing

If a refund is approved:

  • Refunds will be issued using the original payment method whenever possible

  • Processing times may vary depending on your bank or payment provider

Cravmo reserves the right to determine the appropriate resolution, including refund, replacement, or store credit.

6. Abuse of Refund Policy

To protect our business from misuse, Cravmo reserves the right to refuse refund requests if we determine that the policy is being abused.

Customers who repeatedly request refunds without valid reasons may have their future orders restricted.

7. Order Responsibility

Customers are responsible for reviewing their orders before confirming payment.

Cravmo is not responsible for incorrect orders placed due to customer mistakes.

8. Contact Us

If you experience an issue with your order, please contact us as soon as possible:

Cravmo Cafe
28 Jalan Setia Utara 3
Bandar Setia Fontaines
13200 Kepala Batas
Penang, Malaysia

Email: cravmo.my@gmail.com
WhatsApp: +60199075490

Please include:

  • Your order number

  • A description of the issue

  • Photos if applicable

This helps us resolve your issue as quickly as possible.