Return & Refund Policy

Thank you for shopping with Casahana (喜月堂). We take immense pride in handcrafting high-quality, Halal-certified mooncakes, pastries, and festive treats.

Because our products are perishable food items, all sales are final and non-refundable once payment is completed, except in the event of manufacturing defects, severe parcel damage, or incorrect items received.

1. Conditions for Returns & Replacements

We will gladly arrange a product replacement or a store refund under the following conditions:

  • Defective or Damaged Products: The item received is spoiled, severely damaged, or crushed beyond acceptable transit conditions.

  • Incorrect Item Received: The parcel contents do not match your confirmed order invoice.

Minor Transit Exceptions (Baked Goods & Cookies)

  • Handmade & Fragile Biscuits: Slight shape variations or minor crumbling/chipping of handmade cookies during courier transport are normal and do not qualify as product defects.

  • Snowskin & Perishable Items: Snowskin mooncakes and chilled items must be received and stored in the freezer immediately. Quality issues resulting from improper handling or late receipt after delivery attempt will not be eligible for replacement.

2. How to Report an Issue

If your order meets the conditions for a claim, you must notify our customer service team within 24 hours of receiving your parcel.

Step-by-Step Reporting Process:

  1. Take Photos: Capture clear, close-up photos/videos of the shipping box, tracking label, and the specific defective or incorrect item.

  2. Contact Us Immediately:

  3. Provide Order Details: Include your Order ID, full name, contact number, and a brief explanation of the issue.

Claims submitted after 24 hours of parcel delivery will not be processed due to the perishable nature of food items.

3. Resolve Options

Once our team inspects and verifies your claim:

  • Replacement: We will dispatch a replacement item at no additional shipping cost to you (subject to stock availability).

  • Refund: If stock is unavailable, a refund will be processed back to your original payment method within 14 working days.

4. Cancellations & Address Changes

  • Order Cancellations: Once payment is confirmed, orders enter processing immediately and cannot be cancelled or modified.

  • Incorrect Delivery Address: Please double-check your shipping details before placing an order. Casahana is not liable for delayed, returned, or spoiled shipments caused by incomplete or incorrect addresses provided by the buyer.

Contact Us

If you have any questions regarding your order status or policy details, please reach out to our team:

  • Company: HYT Food Industries Sdn Bhd 200201008532 (576195-V)

  • Customer Service WhatsApp: +6012 262 6339

  • Hotline: +603 6156 6339

  • Email: esales@hytfood.com / info@hytfood.com

  • Operating Hours: Mon – Fri (8:30 AM – 5:30 PM) | Sat (8:30 AM – 1:00 PM)