Refund & Returns Policy

FAQ on Refund & Returns

1. What is the refund policy?

Applecrumby, owned by Duchess Mercantiles Sdn Bhd (989396-A), reserves the right to replace item(s) with a new one based on the original receipt/proof of purchase or issue a refund via the original mode of payment.

Please note: 

  • Shipping charges are non-refundable.
  • Loyalty points will be deducted upon refund of the item(s).

All refunds will be processed via the original mode of payment within THIRTY (30) working days. The time taken to receive the refund may vary based on the policies of your financial institution, which may require additional time to finalise the refund.

Applecrumby is not liable for any loss, damage, cost, or expenses incurred due to delays by your financial institution in processing the refund.

For any inquiries or further assistance, please reach out to us via our Contact Us page.

2. What is the return policy?

We allow return of products that are damaged during transit or due to faulty manufacturing. In such cases, the damaged products have to be returned first, before we send out a replacement.

In the event that a returned product is not damaged after inspection by our relevant supplier, postage fee to redeliver the item is to be borne solely by the customer.

For damaged products, report to our Customer Support team is to be made within 48 hours from the date of delivery. If a report is made after 48 hours, the claim will be automatically rejected by our Warehouse team. Kindly have the following documentations submitted with your report and email them to info@applecrumbyandfish.com.

  • Pick List (white A4 list that can be found on or inside the parcel)
  • Copy of Fulfilment Consignment Note
  • Clear Photos of the received damaged good and box it came in


Please note that reports without the above proper documentations will be rejected by the Warehouse team. Do note that consumable items like food and skincare that have been opened/used are *non-returnable nor refundable*.

3. Will I be charged postage for exchanging damaged products?

No, we will be responsible for postage incurred for returns and redelivery. We can also arrange for our courier to pick up from you if needed. Do advise and we will assist accordingly.

4. Will I be charged, if I am dissatisfied with a non-defective product and wish to exchange/return it?

For returns that are non defective, there will be a 5% charge on total order cost for our payment gateway charges. There will be a further RM8.00 postage fee per item for West Malaysia only for return shipping. Lastly, there is also a RM2.00 fulfilment fee per unit item. These are non-negotiable.

5. How do I return something to you?

Contact us and provide us with your order number, name of item and the reason for returning. Our customer service representative will be happy to assist you with the return process.

6. Can I come and return in person?

Yes, but you must contact us for an appointment first before you pay us a visit!

7. Have you received my returned items?

We will email you as soon as we receive and process your parcel.

8. I returned an item and it was incorrectly refunded or replaced.

We are terribly sorry for this mistake. Contact us and we will get this sorted for you immediately!

9. Can I return items bought with a gift voucher?

Yes.

Contact us and provide us with your order number, name of item and the reason for returning. Our customer service representative will be happy to assist you with the return process.

Once returned, we will reimburse you in the form of store credit.

10. Can I cancel or return a gift voucher?

No, we are sorry, you can’t. Please ensure that you are absolutely certain before purchasing an e-gift card.

11. My free item in the bundle was defective. How do I get a rebate for it?

Goods with Purchase (freebies with purchase) are not refundable or exchangeable if defects are purely aesthetics (minor scratches, minor discolourations, minor imperfect printing) and do not affect the functionality of the product. Rebates (in the form of store credit) will be given as a form of compensation only as per below:

GWP (Freebie) with MYR value of:
RM0 to RM100 : 200 rebate points
RM101 to RM200 : 500 rebate points
RM201 up : 1000 rebate points

If GWP (Freebie) was found to be defective in function, do Contact Us and we can assist for an exchange depending on stock availability. In the event the item is out of stock, the above tier rebate will apply. For missing GWP (Freebie) in parcels, the above tier rebate will apply.