Last updated: [11/08/2026]

Thank you for choosing Chicken N Chicken. We are committed to providing quality food and excellent service. Please read this Refund & Return Policy carefully before placing an order, as it forms part of our Terms and Conditions.

1. General Policy

Payment shall be made at the point of order. There is strictly no refund, change, or cancellation once an order has been confirmed or payment has been made, except as set out in this Policy.

Given the nature of the food and beverage industry, once an item is sold and collected/delivered, it generally cannot be returned. We do not accept returns or issue refunds for products purchased through chickennchicken.com.my, our mobile app, or third-party delivery partners, unless the item is defective, damaged, incorrect, or missing upon receipt.

2. Eligibility for a Refund or Replacement

You may be eligible for a refund, replacement, or store credit if:

• Your order arrives incomplete or with missing items;

• You receive the wrong item(s);

• The food is damaged, spoiled, or not fit for consumption upon receipt;

• There is a verified quality issue (e.g. foreign object, undercooked item); or

• Payment was charged in error or charged more than once for the same order.

Refunds will not be granted where:

• More than 25% of the items in the order have already been consumed;

• The complaint is based on personal taste preference rather than a genuine quality or order-accuracy issue;

• The order was collected/received in full and no defect is reported within the notification period below; or

• The request relates to promotional vouchers, bundle deals, or delivery/processing fees, which are non-refundable once redeemed.

3. Notification Period

Please report any issue as soon as possible, and no later than 24 hours from the time you receive your order. Claims made after this period may not be entertained.

To report an issue:

1. Walk-in / Drive-Thru orders: Present your receipt and the item(s) in question to the outlet Manager immediately.

2. Online / Delivery orders (via chickennchicken.com.my or our app): Contact our Customer Care team through [Contact Us page / hotline / email] with your order number, receipt, and photos of the issue.

3. Third-party delivery platforms (e.g. GrabFood, foodpanda, ShopeeFood): Refund requests must be made directly through the respective platform, as such orders are subject to that platform's own refund policy and timelines.

4. How We Make It Right

Once a valid claim is received, we will review it and offer one of the following:

• A replacement of the affected item(s);

• Store credit / voucher; or

• A refund, where a replacement or voucher is not suitable.

You will be asked to choose your preferred resolution and, where applicable, provide accurate bank account or payment details for processing.

5. Refund Method and Timeframe

• Orders paid by cash (in-store) will be refunded in cash.

• Orders paid by credit/debit card will be refunded to the original payment method.

• Orders paid via online payment, e-wallet, or in-app payment will be refunded to the original payment source, or via bank transfer where direct refund is unavailable.

Approved refunds are typically processed within 5–14 business days, depending on your bank or payment provider. Cash refunds at the outlet are processed immediately upon approval by the Manager.

We may request additional information or supporting documents (e.g. receipt, photos, order ID) to verify your claim before processing any refund.

6. Order Cancellations

You may cancel an order before it is confirmed. Once your order confirmation has been generated (online, in-app, or in-store), it cannot be cancelled or modified.

7. Changes to This Policy

Chicken N Chicken reserves the right to amend or update this Refund & Return Policy at any time without prior notice. Any changes will take effect immediately upon posting on chickennchicken.com.my. Please check this page periodically for updates.

8. Contact Us

For refund requests, complaints, or questions about this Policy, please reach us at:

• Website: chickennchicken.com.my/contact-us

• Email: contact@chickennchicken.com.my

By placing an order on chickennchicken.com.my, you acknowledge that you have read, understood, and agreed to this Refund & Return Policy.