Category Refund reasons applicable to Standalone Orders Refund reasons applicable to Batched/Grouped Orders

 

Refund reasons applicable to merchants delivering with your own fleet and Self-Pickup Orders

 

Food cooked incorrectly with poor quality
  • Food burnt
  • Food spoilt
  • Food smell
  • Foreign object found in food
  • Food burnt
  • Foreign object found in food
  • Food burnt
  • Food spoilt
  • Food smell
  • Foreign object found in food
Incorrect orders
  • Incorrect items
  • Missing items
  • Not applicable
  • Incorrect items
  • Missing items
  • Missing condiments
False Complete/Pick Up
  • Not applicable
  • Not applicable
  • Order was marked as ‘Completed’ but not delivered
Order was mishandled
  • Order was damaged
  • Order was spilt/messy
  • Not applicable
  • Order was damaged
  • Order was spilt/messy

*Note that the above list is not fixed and is subject to revision by TianXiangHotpot.com.

For orders which you would like us to look into, kindly lodge an appeal below within 2 business days of receiving your delivery. Please note that you SHOULD NOT raise this as a payment dispute and only appeals through the support email (refund@tianxianghotpot.com) will be considered for review.

Please make sure that you upload photographic proof or videos (if any) along with your appeal.

The returned goods/products will be checked with the receipt together and the goods should be in the good condition. The packaging should also be in original condition in original shipping container as received. If the goods/products has been used or damaged by the customer, there will not be any refund. TAIN SIANG HEI WEI SDN BHD will also not be responsible if your shipment is lost during the return transit. Once we have checked and confirm the goods/products, customer will received their refund within 14 DAYS after the confirmation.

Please return your purchase to the following address:
TAIN SIANG HEI WEI SDN BHD
No. 290, Jalan Pudu, 55100 Kuala Lumpur

Please contact us at support@tianxianghotpot.com or 03-2143 8168 if you have any questions or doubts.