Last updated: 5 June 2026
This Refund Policy applies to purchases made on durianpark.com, operated by Wizleo Equity Management (Malaysia) Sdn Bhd (“DurianPark”, “we”, “us” or “our”). Because we sell fresh, frozen and perishable food products, the terms below are tailored to the nature of our goods. Please read this policy together with our Service Terms and Conditions, Shipping Policy and Payment Policy.
1. Perishable Goods & Returns
Our products are perishable food items. For health, safety and hygiene reasons, durian, durian-based pastries, ice cream and other food products cannot be returned or exchanged once they have been delivered and accepted, except where the product is defective, spoiled or incorrect as described below.
2. When You Are Eligible for a Refund or Replacement
You may request a refund or replacement if, upon delivery, you receive a product that is:
- Spoiled, rotten or unfit for consumption on arrival;
- Damaged in transit;
- Incorrect (a different item from what you ordered); or
- Significantly different in quantity from your order.
Please note that natural variations in durian—such as flesh colour, texture, seed size, ripeness and bitterness—are characteristics of natural produce and are not considered defects.
3. How to Make a Claim
- Contact us within 24 hours of receiving your order at info@durianpark.com or +60 14-2832-841.
- Provide your order number and clear photographs or a short video showing the issue, along with the packaging.
- Please keep the affected product until your claim has been assessed.
Claims made after the 24-hour window may not be accepted, as the freshness of perishable goods cannot be verified after this period.
4. Refunds Process
Once we receive your claim, we will assess it and notify you of the outcome by email. If your claim is approved, we will, at our discretion, offer a replacement, store credit, or a refund. Approved refunds are processed to your original method of payment. The time for the refund to appear in your account depends on your bank or card issuer.
5. Cancellations
Orders may be cancelled for a full refund only before the items have been prepared or dispatched. Once perishable items have been harvested, prepared or dispatched, the order cannot be cancelled. Bookings and pre-orders are subject to our Booking Policy.
6. Failed or Refused Deliveries
As our products are perishable, we are unable to offer a refund where a delivery fails because no one was available to receive the order, an incorrect address was provided, or the customer did not refrigerate or store the product promptly after delivery.
7. Non-Refundable Items
- Products that have been opened, consumed or partially consumed (other than to verify a defect);
- Sale or clearance items, unless defective on arrival;
- Gift cards and promotional items.
8. Contact Us
For any questions about refunds or returns, please contact us at info@durianpark.com or call +60 14-2832-841 during our business hours (Monday–Friday 7:00am–7:00pm; Weekend 10:00am–5:00pm).
Company Profile
DurianPark is owned and operated by Wizleo Equity Management (Malaysia) Sdn Bhd.
- Company Name: Wizleo Equity Management (Malaysia) Sdn Bhd
- Company Registration No. (SSM): 202501004335 (1605748-W)
- Business / Registered Address: 23A (1st Floor), Jalan SS 2/55, 47300 Petaling Jaya, Selangor, Malaysia
- Email: info@durianpark.com / contact@durianpark.com
- Phone: +60 14-2832-841
- Business Hours: Monday–Friday 7:00am–7:00pm; Weekend 10:00am–5:00pm