Refund Return Policy

At The Heritage Oven (“THO”, “we”, “our”), every product is freshly made using premium ingredients and crafted layer by layer. As our items are perishable food products, we are unable to accept returns or issue refunds once the order has been delivered, except in situations where the issue is determined to be caused by us.

Please read our policy below:

1. No Refunds for Change of Mind

All purchases are final. We do not accept cancellations, refund requests, or order changes due to:

• Change of mind
• Taste preferences
• Incorrect order placed by the customer
• Delay caused by third-party couriers beyond our control

2. Refunds / Replacements (If Caused by THO)

You may be eligible for a refund or replacement only if:

• You received the wrong item,
• Your item arrived in damaged condition due to our production/packaging error, or
• There was a quality issue confirmed to be caused by THO.

To process this, please contact us within 24 hours of receiving the product, along with:

• Photo(s) of the product
• Order number
• Description of the issue

We will review each case carefully and may provide:

• A replacement product
• A partial refund
• A full refund as deemed appropriate.

2. Delivery-Related Issues

We work with reputable delivery partners, but once the order is handed over to the courier:

• Risk of delay, mishandling, or environmental conditions (heat, rain, traffic) are not the responsibility of THO.
  We will do our best to assist, but cannot guarantee compensation for courier-related issues not caused by us.

3. Product Information

• Products may vary slightly in color, decoration, or size as each item is handcrafted.
• Storage instructions must be followed to maintain product quality.

4. Non-Refundable Items

The following cannot be refunded or exchanged:

• All food products
• Gift vouchers or promotional items
• Items damaged due to improper handling after receipt

5. Contact

For any concerns, please contact our team:

WhatsApp: +62 812 3333 1886 Email: [email protected]