Refund Policy

Last updated: April 2026

Our Commitment to Quality

At Yu Xiang Yan, we take pride in delivering freshly cooked, premium quality bird's nest products. Your satisfaction is our priority, and we stand behind the quality of our products.

Freshly Cooked Products

Due to the nature of our freshly cooked bird's nest products, which are prepared specifically for each order, we have the following policy:

  • Freshly cooked bird's nest cannot be returned or exchanged once delivered, as it is a perishable food item prepared to order
  • If you receive a product that is damaged, spoiled, or not as described, please contact us immediately with photos
  • Claims must be made within 2 hours of delivery

Non-Perishable Products

For bottled bird's nest and other non-perishable items:

  • Products must be unopened and in original condition
  • Return requests must be made within 7 days of delivery
  • Customer is responsible for return shipping costs unless the product is defective

Damaged or Incorrect Orders

If you receive a damaged product or an incorrect order, please contact us immediately with:

  • Your order number
  • Clear photos of the damaged/incorrect items
  • Description of the issue

We will arrange for a replacement or full refund at no additional cost to you.

Order Cancellations

Before Preparation: Orders can be cancelled for a full refund if we have not yet begun preparing your bird's nest.

After Preparation: Once your bird's nest has been prepared (typically 30 minutes before delivery), the order cannot be cancelled.

Delivery Issues

If delivery fails due to incorrect address provided by the customer or customer unavailability, no refund will be issued. Please ensure your delivery details are accurate.

If delivery fails due to our error or delivery partner issues, we will arrange for redelivery or provide a full refund.

Refund Process

Once a refund is approved:

  • Refunds will be processed within 5-7 business days
  • Refunds will be credited to the original payment method
  • You will receive an email confirmation once the refund is processed

Contact Us

For any refund requests or questions about our policy, please contact us at: hello@yxy.com.sg

Please include your order number in all communications.