PLACE YOUR ORDERS PER DELIVERY DAY & TIME
Return & Refund Policy

To provide the best customer satisfaction, we provide the following solutions. Feel free to contact us if you have any questions regarding the Return & Refund Policy by emailing us. For immediate response, please use the Chat Window on the left of the page or WhatsApp us at +6012-374 1878.

 

Confirmed Orders*

Orders can be made no later than 4 hours before your delivery time. Our cut-off times for ordering are below:
LUNCH: 9am (for 12pm - 1pm delivery slot) and 10am (for 1pm - 2pm delivery slot)

DINNER: 2pm (for 4.30pm - 5.30pm and 5.30pm - 6.30pm delivery slots)

Processing of your order will begin immediately after your order payment is made, verified and confirmed.

 

Orders will be delivered within your chosen delivery time. Our delivery times are below:

LUNCH: 12pm - 1pm and 1pm - 2pm
DINNER: 4.30pm - 5.30pm and 5.30pm - 6.30pm


For self pick-up option, you are encouraged to drop us a message with our customer service representative to let us know your ETA. Pick-up times for lunch and dinner are below:

LUNCH PICK-UP TIME: 11am - 2pm
LUNCH PICK-UP LOCATION: G-38, Oasis Village, No. 2, Jalan PJU 1A/7A, Oasis Ara Damansara, 47301 Petaling Jaya, Selangor.

 

Please note, dinner pick-ups will have to be made from our sister cafe, Will You Cafe, located on the same floor in the same building as Lucky Garden, details below:

DINNER PICK-UP TIME: 4pm - 6pm
DINNER PICK-UP LOCATION: G-20, Oasis Village, No. 2, Jalan PJU 1A/7A, Oasis Ara Damansara, 47301 Petaling Jaya, Selangor.

 

 

Changes to Confirmed Orders*

Any changes to confirmed orders must be made before 9am for lunch and 2pm for dinner. We reserve the right to deny any changes that are requested to be made to confirmed orders after the cut-off time.

 

When possible to be accommodated, additions or changes to existing orders that are requested after the cut-off time will be charged additional administrative charges to process your order.

 

Orders After Cut-Off Time*

Any additional orders that are requested after cut-off time are subject to availability of product and will be charged additional administrative charges to process your order. Orders that are processed after cut-off time may be charged additional delivery charges. Please check with our Customer Service Representative for actual charges before confirming your order.

 

Delivery Charges*

Delivery charges are based on distance from our outlet in Oasis Village. Our standard delivery charge is RM5 for the first 5km, you will be charged RM1 for every subsequent 1km. From time to time, we may run promotions and discounts and the system will reflect the different promotional and discounted delivery charges. For more promotions, please do follow us at Lucky Garden Facebook.

 

 

Food Order Errors*

If you receive food that is different from your receipt, we sincerely apologize. Please call us as soon as you notice that there was an error in your order. We will send you the right one as soon as we can at our cost. If you would like a refund instead, we will be able to do so in the form of a refund voucher or reward points or store credit of the same value under your account that you can use for your next order.

  • Any payment refunds relating to order errors, unavailability or changes in the order will be refunded in the form of refund voucher or equavalent value reward points or store credits that you can use for your next order.
  • You will be asked to pay the difference of the balance if the new order has a greater value than your available refund voucher or store credits.

 

Your order will be priority if you come to pick it up. In all cases, please return the food order in the original container(s)* to our host.

 

 

Food Order Incomplete*

In the rare occasion that you do not receive food that is on your receipt, we will make it up to you. Please call us as soon as you notice that any food items were not received in your order. You may cancel the missed food before we prepare, and we will refund you with a refund voucher or store credits or reward points equivalent to the amount of your missed food order. No cash refunds will be allowed.

Please note: we do provide courtesy items such as disposable silverware, chopsticks, etc. You can request for them when you place your order free of charge. If we mistakenly omit a free courtesy item you are welcome to let us know so we may address the issue with our staff, however, we cannot provide discounts, refunds or reward points.

 

Food Out of Stock*

On occasions that the ingredient(s) supply for your dish or a particular item that you have order becomes unavailable, we will contact you to have it replaced with another item of the same value. If you do not want a replacement and want a refund, the refund will be provided to your account as refund voucher or equavalent value store credits or reward points that you can use for your next order. No cash refunds will be provided.

 

 

Food Dissatisfaction*

We cook our food fresh to order with only the freshest ingredients. We take great care and pride in all of the dishes we make. Refunds and/or replacement food are available upon request for orders in which the food is wrong, omitted and other similar circumstances. Refunds are not provided for food that a guest simply does not like.

 

 

Cancelling Order

There will not be any refund possible for order cancelation requested less than 4 hours before your delivery time. For cancelations more than 4 hours before your delivery time, please send us a message or call us on +6012-374 1878 to speak to our Customer Service Representative.

 

Deliveries by Delivery Partner

When our delivery partners arrive at your delivery address, they’re prompted to contact you so it’s a good idea to keep your phone nearby when you’re expecting the order to arrive. If you have any special delivery instructions, please ensure that it is indicated in the remark column when placing your order. If our delivery partner made a reasonable effort to contact you in accordance to your delivery instructions but unable to, our delivery partner is instructed to leave your order at a suitable location and a picture of the dropped off meal will then be forwarded to you via whatsapp. Should you not be contactible and your order is delivered, you may not be eligible for a refund.

 

 

Complimentary Food

Sorry, we cannot provide a refund or cash value on any complimentary food.

 

Reward Points

Lucky Garden Reward Points do not expire and will only be given to registered store users. If you do not have an account, you can easily sign up for one on your own or contact our Customer Service Representative to assist you. Points are manually credited to your account during our normal support hours of 8:00am to 8:00pm Monday to Sunday. Please also allow 30-minutes lead time during working hours to process your purchase of Points Bundle Packs before you are able to use them to buy items. If you have purchased a points pack, and they have not been credited to your account after the said times, please message our customer service on our website.

 

Reward Points can only be used to purchase meals and products from Mealtime Delivery Option and cannot be used to purchase more Point Bundles or Meal Subscription Packages. Products can only be either redeemable by points or paid by cash/credit card/FPX/eWallet payment. Purchase of products by a mixed payment is not allowed. Any products received as a result of Reward Points redemption may only be exchanged for a refund of the applicable points redeemed for such products (not cash or credit).

 

If a User does not redeem Reward Points that have been credited to their account, and closes their store account, the User forfeits all such Points.

 

Products on webstore can either be redeemed with points or purchased by cash (bank in slip/credit card/FPX/eWallet payment). Purchase of products by a mixed payment is not allowed. If your reward points are not enough to redeem the full amount of your order, you will need to either top up by buying a points bundle or pay for your meals using other allowed payment methods.

 

Reward points can only be earned by purchasing any product with a cash transaction (bank in slip/credit card/FPX/eWallet payment). Any products purchased as a result of Reward Points redemption may only be exchanged for a refund of the applicable points redeemed for such product (not cash or credit). 

 

To use points to redeem meals, simply add the products to your cart, and click the CONTINUE to CHECKOUT button. You will be prompted to Sign-In or Create An Accont if you have not yet done so, and then prompted to choose your delivery date and time. Finally on the payment details section click on the USE REWARD POINTS option to have the value of your meals deducted from your reward points balance.

 

When using reward points to check out, do note that reward points will only redeem the value of your meals and not shipping fee. You will not receive reward points when you purchase a meal by points redemption.

 

You can always check your Reward Points balance in your account page. Your account page also lists the redemption history and displays the dates your points were earned and used.

 

Lucky Garden reserves the right to update the points required to redeem products individually at any time.

 

 

As a private business, it is the right of the restaurant to deny or refuse service to any customer for any reason. If a customer abuses any of the Return & Refund Policy we, unfortunately, will not be able to conduct future business with the customer so that we may continue to provide excellent and quality food and service for you and our other wonderful and frequent patrons.

 

Please note: we strive to prepare and package our food items to preserve the high quality of the food. Keep in mind the temperature, sauce, and consistency of some items may vary slightly after being packaged.

 

*If 25% or more of the food has been consumed or removed we cannot issue any discount, refund or reward points. If the food has been discarded, repackaged or tampered with then we cannot verify its origin or issue and cannot issue any discount, refund or store credit.  Also, we will only prepare a second food order when meeting the relevant terms above, and we will not prepare a third order replacement.