Refund and Returns Policy

Last updated: 4 October 2026

This policy applies to orders placed directly on baiktuan.com, operated by Akros One Solution Sdn. Bhd. For orders on TikTok Shop or other marketplaces, please use that platform’s return process, as its policy applies to your order.

1. What we cover

We will refund or replace your order if:

It arrives damaged or leaking
It is the wrong or missing item
It has a quality problem, such as spoilage, an unusual smell or appearance, a foreign object, or a broken or tampered seal
It arrives expired or past its best-before date

2. What we can’t accept

Because our products are food, we cannot accept returns or refunds for:

Change of mind or taste preference
Opened or partly used products, unless there is a quality or safety fault
Damage caused after delivery, such as improper storage
Delivery delays outside our control

3. How to make a claim

Your order number
Clear photos or a short video showing the damage or fault, the courier label, and the batch/expiry code on the bottle
A short description of the problem

Time limits:

Damaged, leaking, wrong or missing items: within 3 days of delivery
Quality issues: within 7 days of delivery, and always before the best-before date

We recommend recording a video when you open the parcel.

4. What happens next

We will review your claim within [2] working days and may ask for more information. If approved, you can choose a replacement (subject to stock) or a refund. For faulty or damaged items we cover any return or replacement shipping, and we may ask you to keep the product or dispose of it safely. In some cases we may ask for the product to be returned for quality checks.

5. Refunds

Approved refunds go to your original payment method within [14] days. Your bank or payment provider may take extra time to show it. Shipping fees are refunded where the fault is ours.

6. Cancellations

You can cancel before your order ships by contacting us. Once it has shipped, it can’t be cancelled.

7. Your legal rights

This policy does not affect your rights under the Consumer Protection Act 1999 or other Malaysian law. You may also bring a claim to the Tribunal for Consumer Claims Malaysia where eligible.

8. Contact

Akros One Solution Sdn. Bhd., B-2-3, Solaris Dutamas, 1 Jalan Dutamas 1, 50480 Kuala Lumpur
Email: bbq@baiktuan.com | WhatsApp: +601110855423