Refund & Cancellation Policy

Effective Date: May 19, 2026

Company Name: Urban Homefarming SDN BHD ("Company", "we", "us", or "our")

At Urban Homefarming, we take great pride in sourcing the freshest local organic produce, fermented delicacies, and premium gut-supportive products for our members. Because our operations rely on pre-ordering harvests from local farmers to pack your curated bundles, we enforce the following policies regarding refunds, cancellations, and damaged goods.

1. Subscription Blocks & Upfront Commitments

  • Non-Refundable Terms: For fixed-term membership plans paid upfront (such as a 3-month membership package billed at RM 300), all sales are final. We do not offer partial or prorated refunds if you decide to cancel or stop using the membership before your commitment period ends.

  • Fulfillment Guarantee: If you cancel a multi-month commitment early, your auto-renewal will be deactivated, but you will continue to receive the remaining monthly boxes that you have already paid for.

2. Perishable Goods & Fresh Produce Disclaimer

  • Exempt from Standard Returns: Due to the highly perishable nature of fresh vegetables, fruits, and active live-culture fermented items, we cannot accept physical returns or exchanges of items once they have been delivered.

  • Unclaimed or Incorrect Deliveries: It is the customer's responsibility to provide an accurate delivery address and be available to receive the box. We do not issue refunds or replacement boxes if a delivery fails, spoils, or is delayed because:

    • An incorrect or incomplete address was provided.

    • No one was available to receive the delivery.

    • The items were left un-refrigerated for an extended period after drop-off.

3. Damaged, Spoiled, or Missing Items

We want you to have an exceptional wellness journey. If any part of your box arrives damaged, missing, or visibly spoiled at the time of delivery, we will gladly make it right via a partial store credit or a replacement item in your next box.

  • Reporting Window: You must report any product issues within 24 hours of delivery. Because we deal with fresh food, we cannot verify or honor claims made after this period.

  • How to File a Claim: 1. Take clear, well-lit photos of the damaged or spoiled product inside the box. 2. Send the photos to our customer service team via our official update channel or WhatsApp us at +6017-5750238.

  • Resolution: Approved claims will be resolved via a product replacement in your upcoming box or a digital credit toward your next subscription renewal. Cash refunds are issued entirely at the discretion of management.

4. Late Package Selection & Forced Dispatch

  • As outlined in our Terms of Service, members must select their monthly package by the designated cut-off date.

  • If you fail to make a selection and we dispatch our default curated box to your address, this order is not eligible for a refund, return, or exchange based on personal taste or dietary preference.

5. Order Cancellation Timing

  • Once a recurring charge has successfully processed, the order enters fulfillment and can no longer be refunded or canceled for that specific month.