At PAUL Malaysia, we take pride in delivering artisanal products made fresh daily, with care and attention to quality. We understand that online orders must arrive on time and in perfect condition. Please review our return and refund policy before placing your order.

1. Order Cancellation

All orders are final once confirmed and paid.
No cancellations or modifications are allowed after the order is placed, including for same-day and advance orders.

2. Incorrect or Missing Items

If you receive the wrong item(s), or if part of your order is missing, kindly contact us within 2 hours of receiving the order.

Please provide the following details:

• Your order number
• Clear photo(s) of the item(s) received
• Description of the issue

We will offer a suitable resolution, which may include a replacement, store credit, or refund.

3. Damaged Items Upon Delivery

If your order arrives visibly damaged (e.g. spilled, crushed, packaging compromised), please report the issue within 2 hours of receipt.

Include:

• Order number
• Photo(s) showing the damage
• Description of the condition upon arrival

After assessment, we may issue a partial refund, replacement, or store credit.

4. Late Delivery Compensation

We strive to deliver your order within the promised time frame. If your delivery is delayed, the following compensation policy applies:

Delay Beyond Scheduled Window	Compensation
Up to 1 hour	No compensation (grace period)
1 – 2 hours	RM5–RM10 store credit
More than 2 hours	100% refund of food value

Eligibility conditions:

• Report the delay within 1 hour of receiving your order.
• Provide your order number and delivery timestamp.
• Delivery delay must be due to PAUL Malaysia’s internal logistics.

Compensation does not apply if the delay is caused by:

• Third-party delivery providers
• Weather, traffic, roadblocks, or force majeure
• Incorrect or incomplete delivery information provided by the customer

5. Non-Returnable Items

Due to the perishable nature of our products, we are unable to accept returns. Refunds or replacements will not be issued for:

• Change of mind
• Incorrect items ordered by the customer
• Orders not collected during the selected pickup window
• Items that have been consumed or mostly consumed

6. Refund Processing

Approved refunds will be processed as follows:

• Refund to original payment method within 5–7 business days
• Store credit issued in the form of a digital voucher (valid for future orders)

7. How to Reach Us

For refund or order-related issues, please contact us:

• Email: info@le-tamelier.com
• Operating Hours: as listed in website

Please include your order number, any relevant photos, and a short description of the issue to help us resolve it promptly.

Thank You for Choosing PAUL

Your satisfaction is important to us. We value your trust and promise to handle each case with care, fairness, and the quality you’ve come to expect from PAUL.