Refund & Exchange Policy

Last updated: 22 July 2025

At Durian Day, we take pride in delivering fresh, quality durians and related products. However, we understand that issues may occasionally arise. Please review our policy below for how we handle refunds and exchanges.

1. Perishable Goods (e.g. Fresh Durian)

Due to the highly perishable nature of fresh durians, we do not accept refunds or exchanges for reasons of taste preference or change of mind.

However, we will provide a refund or replacement under the following conditions:

You received the wrong item
The product was spoiled, rotten, or severely damaged upon delivery
There is clear evidence of poor quality or mishandling

Important:

Please contact us within 2 hours of receiving your order, and provide:

Clear photos of the issue
Your order number and delivery details

If verified, a refund (full or partial) or replacement will be arranged, depending on availability.

2. Non-Perishable Items (e.g. Packaged Products, Merchandise)

Refunds or exchanges may be allowed for unopened, unused, and resalable items, within 7 days of delivery. Return shipping (if applicable) is borne by the customer unless the item was damaged or incorrect.

Please ensure:

The item is in its original packaging
Proof of purchase is provided
You contact our customer service before returning anything

3. No refunds will be given for:

Personal dislike of the durian’s taste, smell, texture, or ripeness level
Delays caused by incorrect address or recipient not being available
Natural variations in durian flesh color, size, or seeds
Orders placed with incomplete or inaccurate information

4. Refund process

Once your refund is approved:

It will be processed to your original payment method within 7–14 business days
If you paid via online transfer or e-wallet, you may be asked to provide bank details for manual refund
For promotions or vouchers, refunds may be issued as store credit or coupon

5. How to request a refund or exchange

Include your order number, description of the issue, and relevant photos.

We strive to maintain the highest standard in every durian we deliver. Your satisfaction is important to us, and we appreciate your understanding when dealing with fresh, natural products.