REFUND, EXCHANGE AND RETURN POLICY FOR DELIVERY:

  • The refund process will take 7-14 working days excluding weekends and public holidays.
  • No refund, exchange or cancellation on all sale and promotional products or issues for example in situations: change of mind, you just don't like the products, want to entitle to another promotion campaign or you have forgotten to insert a discount code.
  • Due to the perishable nature of our product, we do not accept returns and/or exchanges. In the event you are dissatisfied with your purchase, you must contact us within 24 hours of receiving your order.
  • Product storage investigation is provided on our packaging. Should the storage instruction not be adhered to, Love18 will not be responsible for any spoilage.
  • In order to investigate any matter, proof of purchase must be provided in the form of the order number, email address and contact details of the purchaser.
  • We reserve the right to limit refunds and replacements at the company's discretion.
  • Love18 will not be responsible for any cost incurred due to issues beyond our standard operating procedures.
  • Handling and Freshness:  Please freeze the products immediately upon receipt. Products must remain frozen until they are ready to be consumed. Failure to report spoilage within 24 hours of receiving the order will be at the loss of the consumer. Other defects must be reported within 7 days from receipt of the order. We are committed to using only the highest quality ingredients. Our products have no artificial preservatives or colouring and properly stored in the freezer will remain fresh and delicious for approximately 3 months.

REFUND, EXCHANGE AND RETURN POLICY FOR SELF-PICK-UP:

  • The refund process will take 7-14 working days excluding weekends and public holidays.
  • No refund, exchange or cancellation on all sales and promotional products or issues for example in situations: like change of mind, you just don't like the products, want to entitle to another promotion campaign or you have forgotten to insert the discount code.
  • Due to the perishable nature of our product, we do not accept returns and/or exchanges. In the event you are dissatisfied with your purchase, you must contact us within 24 hours of receiving your order.
  • Product storage investigation is provided on our packaging. Should the storage instruction not be adhered to, Love18 will not be responsible for any spoilage.
  • In order to investigate any matter, proof of purchase must be provided in the form of the order number, email address and contact details of the purchaser.
  • We reserve the right to limit refunds and replacements at the company's discretion.
  • Love18 will not be responsible for any cost incurred due to issues beyond our standard operating procedures.
  • Handling and Freshness:  Please freeze the products immediately upon receipt. Products must remain frozen until they are ready to be consumed. Failure to report spoilage within 24 hours of receiving the order will be at the loss of the consumer. Other defects must be reported within 7 days from receipt of the order. We are committed to using only the highest quality ingredients. Our products have no artificial preservatives or colouring and properly stored in the freezer will remain fresh and delicious for approximately 3 months.

DELIVERY:

  • We provide Free Delivery above RM100 for Klang Valley & Outstation. Delivery within Klang Valley, Outstation (RM12), Kota Kinabalu & Kuching (RM30 Flat rate). Delivery Service for each order is only limited to 1(ONE) Trip
  • Delivery Lead Time is Within 3-5/10 Days. 
    • The entire 3-5/10 days lead time included production, packaging and arrangement. Once it is ready to be delivered, the goods will be delivered on the day and the customer will receive it before 6 PM. All orders will be delivered with ice packs in an aluminium bag to ensure the chocolate you received is fresh and in the best-tasting condition.
    • The punctuality of delivery is on a best-effort basis. Time may vary depending on road/weather conditions or other unforeseen circumstances.
    • We do not provide a tracking number at the moment but you can always reach out to our Facebook, Instagram or Whatsapp customer service to enquire regarding your order status.
    • Outstation delivery (other than Klang Valley) customers can contact the respective outlet (click here)
    • We provide Free Delivery for Klang Valley for orders above RM50; the Rest of West Malaysia cities for orders above RM80; East Malaysia (KK and Kuching) for orders above RM150; and Singapore for orders above RM250. 

**** Please note that ANY changes may occur and will be informed during certain promotion period or under certain circumstances ****

CUSTOMER SATISFACTION: 

At Love18 Chocolate, your satisfaction is our main priority. We stand behind the quality of our products and ensure that every customer's feedback will be responded to!

You can always reach us at sales@love18.cafe