By placing an order with HelloKetut, you agree to the following terms — designed to keep everything clear and smooth for both sides.
Orders
- All orders are placed through our website
- Once an order is confirmed, we begin preparation shortly after
- Please review your order details carefully before completing your purchase
Product Availability
- Our products are curated and produced in limited quantities
- In rare cases, an item may become unavailable after ordering
If this happens, we will:
- Contact you via WhatsApp or email
- Offer a replacement or alternative solution
Pricing
- All prices are fixed and clearly listed
- No bargaining or hidden costs
- Delivery fees are calculated at checkout
Delivery
- Delivery is handled through third-party partners (Grab)
- Delivery times are estimates and may vary due to traffic or weather
- Customers receive a tracking link once the order is dispatched
Customer Responsibility
To ensure smooth delivery, customers must provide:
- Correct delivery address
- Accurate contact details
- Availability to receive the order
We are not responsible for delays or failed deliveries caused by incorrect or incomplete information.
Changes & Cancellations
- Orders cannot be canceled once preparation has started
- If you need to make a change, contact us immediately via WhatsApp
- We will do our best to help if timing allows
Returns & Refunds
- Returns and refunds are handled according to our Returns & Refunds Policy
- Due to the nature of our products and international payments, refunds may be limited
Limitation of Responsibility
- We are responsible for preparing and dispatching your order correctly
- Once handed over to the delivery partner, we are not liable for delays beyond our control
- However, we will always assist in resolving any issues
Communication
- We communicate primarily via WhatsApp and email
- By placing an order, you agree to be contacted through these channels regarding your order
Changes to Terms
- We may update these terms when needed
- The latest version will always be available on our website
Contact
For any questions or support:
- WhatsApp (fastest)
- Email (listed on our website)