Refund Policy

At Hilltop Mart Sdn Bhd, including our Hilltop Hotpot delivery service, we take great care to deliver high-quality, fresh products to our customers. Due to the nature of our business, all sales are final. We do not accept returns or offer refunds except in cases where the products are proven to be spoiled, severely damaged, or incorrect at the point of delivery.

1. General Policy

We do not offer refunds or returns for the following:

  • Change of mind after placing an order
  • Ordering the wrong item or quantity
  • Allergic reactions or dissatisfaction with taste, texture, or appearance
  • Delays caused by third-party couriers or events outside our control (e.g. weather, traffic)

Please ensure all details are correct before confirming your order.

2. Exceptions – Spoiled, Damaged, or Incorrect Items

A refund or replacement may be considered under these strict conditions:

  • The item is spoiled, severely damaged, or missing
  • You report the issue within 1 hour of receiving the order
  • You provide clear photographic evidence of the affected item(s)
  • The product has not been consumed, used, or tampered with
  • The item is still within its stated expiry or best-before date

Hilltop Mart reserves the right to determine whether an item qualifies for refund or replacement based on internal quality checks and evidence provided.

3. Delivery Issues

We partner with trusted delivery providers to ensure timely and safe delivery. However, we are not liable for delays or handling issues once the order leaves our premises. If a product arrives spoiled due to delivery delays, your claim will only be reviewed if:

  • You accepted the order immediately upon delivery
  • The packaging shows signs of mishandling or temperature abuse
  • You contact us with photos and details within 1 hour of receipt

4. Refund or Replacement Process

If your request meets the above criteria, you may choose one of the following resolutions (subject to approval):

  • Refund: Processed to the original payment method within 5–7 working days
  • Replacement: A one-time reshipment of the affected item
  • Store Credit: Applied to your account for future purchases

We reserve the right to offer a refund, replacement, or credit at our sole discretion.

5. Non-Perishable Goods

In rare cases where a non-perishable item (e.g. packaged product) is damaged or defective, you must notify us within 24 hours of delivery. Items must be unopened and in original packaging. Returns or exchanges are not allowed after this period.

6. Order Cancellations

All confirmed orders are final. Cancellations are only allowed if:

  • The request is made before the order is processed or packed
  • The delivery is scheduled for a future date (not same-day)

Same-day and hotpot orders cannot be cancelled or refunded once preparation begins.

7. How to File a Claim

To submit a refund or replacement request, please contact us with the following:

  • Your full name
  • Order number
  • Description of the issue
  • Clear photos of the item(s) in question
  • Time of delivery and time issue was discovered

Contact Us:

  • WhatsApp / Call: +60126688052
  • Email: finance-all@hilltopmart.com

8. Final Decision

Hilltop Mart Sdn Bhd reserves the right to accept or reject any refund, return, or replacement request. All decisions are final. Abuse of our refund policy may result in refusal of service.