1. Conditions for return and refund

  • Returns apply in the following cases:

    • Product is defective, damaged or deteriorated during transportation.
    • Product does not match order (wrong item, missing item).
    • The product has an inappropriate expiration date (expired or near expiration without prior notice).

  • Conditions apply:

    • Products must be in original packaging, unused and not damaged due to improper storage by the customer.
    • Perishable products (such as fresh food, smoothies) can only be returned if the fault is caused by EATLIGHT FOOD.

  • Time required:

    • Customers need to send requests within 24 hours of receiving the goods to ensure the problem is resolved promptly.

2. Return and refund process

  1. Submit request:

    • Contact us via hotline, email, or live chat on the website.
    • Provide the following information:
      • Order number.
      • Photos of defective products and unboxing videos (if available).
      • Describe the problem in detail.

  2. Verification and processing:

    • Customer service team will verify and respond within 1 business day .

  3. Solution:

    • Exchange for new product: Return equivalent product (if available).
    • Refund:
      • 100% refund of product value via original payment method or provide equivalent voucher.

3. Return fee

  • Error from EATLIGHT FOOD:
    • We cover all shipping costs for returns.
  • Customer changes mind:
    • Customers are responsible for two-way shipping costs and only applies to products that are not in the perishable food group.

4. Cases where returns are not applicable

  • The product has been used, opened or is no longer in its original condition.
  • The product was damaged due to the customer storing it incorrectly (for example, at an inappropriate temperature).
  • Products are ordered according to personalized requirements (private menu).
  • Failure to provide sufficient evidence of the error (photos, videos).

5. Refund Time

  • Once the refund is confirmed, the processing time is as follows:
    • 3-5 business days for payment by card or e-wallet.
    • 5-7 business days for refunds via bank transfer.

6. After-hours customer support

  • Customers can send requests via email or online chat system on the website 24/7.
  • Requests submitted outside of business hours will be processed on the next business day as a priority.

7. Contact support for return and exchange

  • Hotline: 098xxx6789 (8:00 am – 8:00 pm).
  • Email: support@eatlightfood.com.
  • Online Chat: At EATLIGHT FOOD’s official website.