Return & Refund Policy
Wing Heong Food Industries Sdn Bhd Last updated: 29/04/2026
Our Promise to You
At Wing Heong, your satisfaction is at the heart of everything we do. We've been crafting bakkwa the traditional way since 1972, and every order leaves our kitchen with the same care we'd give our own family.
If something isn't right with your order, please tell us with the live chat/email us at hello@wingheong.com — we'll make it right.
When You Can Return Your Order
We'll happily accept returns and process refunds if your order:
- Arrived faulty, damaged, stale, or spoiled
- Contains the wrong item or is missing items
- Doesn't match the description on our website
- Isn't of the quality you'd reasonably expect from us
Refund or Replacement — Your Choice
When we've made a mistake, you decide what's fairest for you:
- A full refund of what you paid, including delivery, or
- A replacement sent out to you at no extra cost
Just let us know your preference when you contact us via live chat/email at hello@wingheong.com
How to Return Your Order
Step 1 — Get in touch within 3 days
Reach out within 3 days of receiving your order through any of these channels:
- Fill out our Product Return Form on wingheong.com help center
- Email us at hello@wingheong.com
Please share your order number and a photo of the issue — this helps us resolve things quickly.
The 3-day window starts from the date your order arrives. If we don't have a delivery confirmation, we'll count it as 3 business days from when we shipped it.
Step 2 — Send the product back within 14 working days
Once we've acknowledged your return request, please send the product back within 14 working days. A few simple things to keep in mind:
- Return it in the original packaging where possible
- Keep it properly stored (refrigerated if needed) until it reaches us
- Include a copy of your order details
If the issue is our fault, we'll cover the return shipping. Just keep the receipt and we'll reimburse you.
Step 3 — Receive your refund within 14 days
After we receive and check your return, we'll process your refund within 14 days. You'll get an email from us as soon as it's done.
Refunds go back to your original payment method. The actual time for the money to appear in your account depends on your bank — usually 3 to 10 working days. If there's a delay on the bank's side, it's unfortunately out of our hands.
What's Included in Your Refund
When the issue is on our end (faulty, damaged, stale, wrong item, doesn't match description): ✅ Full product price ✅ Delivery charges ✅ Return shipping costs
For other returns we accept at our discretion: ✅ Product price (Delivery and payment processing fees may not be refundable)
A Few Things We Can't Accept
Because we're working with fresh food, there are a few situations where we're unable to offer a return:
- Change of mind — once the product leaves our kitchen, we can't restock it for food safety reasons
- Improper storage after delivery — please follow our storage instructions on the packaging
- Tampered or partially consumed products — beyond what's reasonable to inspect
- Requests made after the 3-day window — unless the issue genuinely couldn't have been spotted earlier
These don't apply if the product was already faulty when it reached you.
If We Can't Sort It Out
We genuinely hope it never comes to this — but if you're not happy with how we've handled your return, you have options:
- Talk to our team first — most issues can be resolved with a conversation. Ask to speak with our Customer Care Manager.
- Independent help is available — Malaysian consumers can lodge complaints with the Tribunal for Consumer Claims or the Ministry of Domestic Trade and Cost of Living (KPDN) at no cost. We'll always cooperate fully with any review.
Get in Touch
We read every message and reply as fast as we can.
📧 Email: hello@wingheong.com 📱 Phone: +603-28568753🕒 Hours: Monday to Friday, 9:00 AM to 5:00 PM
About Us
Wing Heong Food Industries Sdn Bhd Company Registration No.: 474125-P
Find us at our outlets in Sri Petaling, Kepong, Cheras (Taman Connaught), Puchong, Petaling Street, Imbi Road, PJ SS2 and Penang Jalan Macalister — or shop online anytime at wingheong.com