1. Overview

Egghey is a brand owned and operated by BIG CAT COMM SDN. BHD. (202101020363 / 1420663-X). This Refund Policy explains our position on refunds, how Yolk Points compensation works, and the limited circumstances under which we may assist following an order issue. This Policy forms part of our Terms & Conditions and is governed by the laws of Malaysia, including the Consumer Protection Act 1999.

2. General No-Refund Position

By placing an order, you acknowledge that:

• All purchases are final and non-refundable in cash or monetary value;
• No physical return of products is accepted;
• Dissatisfaction with taste or personal preference does not qualify for any compensation;
• Delivery delays caused by third-party logistics or events outside our control do not qualify for refunds.

3. Yolk Points Compensation — Our Sole Remedy

3.1 When Yolk Points Compensation May Apply

As a gesture of goodwill, and entirely at our sole discretion, the Company may offer Yolk Points compensation in these limited circumstances where the issue is directly caused by us:

• You received an incorrect item that differs materially from what was ordered;
• A confirmed item was missing from your order upon delivery;
• The product was damaged or spoiled upon delivery due to our error or packaging failure;
• A technical error on our Platform resulted in an overcharge.

3.2 What Yolk Points Compensation Will NOT Cover

• Change of mind, taste preferences, or subjective dissatisfaction;
• Delivery delays caused by third-party couriers, traffic, or weather;
• Damage caused after delivery has been completed;
• Incorrect delivery address provided by you;
• Orders where you were unavailable to receive delivery;
• Claims submitted more than 24 hours after delivery.

3.3 Nature of Yolk Points

Yolk Points have no monetary or cash value. They cannot be converted to cash, transferred, or redeemed outside the Platform. The award of Yolk Points constitutes full and final settlement of any claim arising from the relevant order.

3.4 Quantum of Yolk Points

The number of Yolk Points awarded is determined by the Company at our sole discretion. We do not guarantee any specific amount and reserve the right to set, change, or decline compensation at any time.

4. How to Submit a Compensation Claim

4.1 Time Limit

4.2 Submission Process

Email hello@egghey.com with:

• Your registered email address and order reference number;
• A clear description of the issue;
• Photographic or video evidence;
• Date and approximate time of delivery.

4.3 Outcome

We will review and respond within 5 business days. If approved, Yolk Points will be credited within a further 3 business days. Our decision is final and binding.

5. Payment Errors and Duplicate Charges

Payments are processed by Billplz (billplz.com). If you believe you were charged incorrectly, contact hello@egghey.com within 7 days with your order reference number and Billplz transaction ID. Any confirmed overcharge will be remedied by credit to your original payment method or Yolk Points, at the Company’s discretion.

6. Order Cancellation and Pre-Confirmation Refunds

If you cancel before the order is confirmed and preparation begins, any payment made will be refunded to your original payment method within 7–14 business days. Once confirmed, no monetary refund will be issued.

7. Limitation of Liability

To the maximum extent permitted by Malaysian law, the Company’s total liability for any order issue shall be limited to the award of Yolk Points as described in this Policy. We expressly exclude liability for any indirect, consequential, or special losses.

8. Contact Us