Refund policy

森家媽媽 provides meal delivery and product delivery to Hong Kong addresses only. The refund and cancellation arrangements below are taken from our Ordering and Payment Terms. If there is any inconsistency, those terms shall prevail.

Cancellation for personal reasons

  • Cancellations for personal reasons must be requested within five days of payment. No refund will be given after five days from payment.
  • Cancellations made within five days of payment are subject to a handling fee: HK$200 for orders under HK$1,000, or 10% of the order amount for orders of HK$1,000 or above.
  • If the customer has already confirmed the first delivery date in the meal selection system, no refund will be given, even if it is still within five days of payment.

Refunds in special circumstances

If a miscarriage or other unfortunate event occurs during the meal order period and a valid doctor's certificate can be provided, the customer may apply for a refund, subject to a handling fee of 3% of the order amount.

Early booking offer (deposit)

The 30% deposit paid for early booking offer orders is non-refundable. After the balance has been paid in full, any refund or cancellation applies only to the balance and will be handled according to "Cancellation for personal reasons" and "Refunds in special circumstances" above.

Unverified delivery address

If delivery cannot be made because the delivery address was not verified via WhatsApp, the refund will be subject to a deduction of the credit card handling fee (3.2% + $2.35).

Other products (soups, sweet soups, fried rice tea, supporting products, etc.)

  • Please check other products on the day of delivery. If any item is found to be damaged, spoiled or missing, please contact us on the day of receipt. If we are not notified on the day of receipt, we regret that we cannot accept any related request, including handling, compensation or refund.
  • Discounted, opened, used or damaged items cannot be exchanged, returned or refunded.

Contact us

For any questions about orders, meal delivery or refunds, please WhatsApp us at 6396 9199 (customer service hours: Monday to Saturday, 09:00–17:30).

We reserve the right to amend the above terms and conditions at any time without prior notice. In case of any dispute, 森家媽媽月子餐 reserves the right of final interpretation and decision.