Refund policy

At Olivia's Tanghulu, we are committed to providing you with freshly made, high-quality tanghulu. Your satisfaction is important to us, and we strive to ensure you enjoy every order. Please review our return and refund policy below.

1. Freshness Guarantee

All of our tanghulu products are handmade daily to ensure freshness. Due to the perishable nature of our products, we are unable to accept returns or exchanges once an order has been delivered.

2. Refund Eligibility

Refunds (or a replacement, at our discretion) will only be issued under the following circumstances:

  • The wrong product was delivered (e.g., incorrect flavor or quantity).
  • The product arrived damaged. For delivered orders, please photograph both the product and its packaging as received — this helps us resolve carrier-damage claims quickly.
  • There was a confirmed issue with the quality of the product (e.g., glaze melted or dissolved on arrival, spoiled fruit, or otherwise inedible items).

To request a refund, please contact us within 24 hours of receiving your order. Proof of purchase (e.g., receipt or order confirmation) and photos of the product will be required to process your request.

3. Refund Process

Once your refund request has been reviewed and approved, we will issue the refund to your original payment method within 3–5 business days. Please note that your bank or card issuer may take additional time to post the credit to your account.

4. Order Modifications or Cancellations

The following applies to standard orders. Catering and large group orders follow the longer notice window in Section 5.

  • Delivery orders: Modifications or cancellations must be made at least 24 hours before the scheduled delivery date. If the order has already been dispatched, no changes or cancellations can be accommodated.

5. Catering & Large Group Orders

Orders of 20 or more skewers, and any event or catering order, are considered catering orders. Because these orders require advance ingredient sourcing and dedicated preparation time, they follow a longer notice window:

  • Modifications or cancellations must be made at least 7 days before the scheduled delivery or event date.
  • Prepaid catering orders cancelled with at least 7 days' notice will receive a refund of the order total, less payment processing fees, which are non-refundable.
  • Catering orders cancelled with less than 7 days' notice are non-refundable.

6. Non-Refundable Circumstances

Refunds or replacements will not be issued in the following cases:

  • Change of mind after an order has been prepared or delivered.
  • Issues reported more than 24 hours after receiving the order.
  • Products that have been mishandled, improperly stored, or consumed after delivery. (Tanghulu is best enjoyed fresh; once an order leaves our hands, proper handling and prompt enjoyment are the customer's responsibility.)

7. Missed or Failed Deliveries

Someone needs to be available to receive the order during the confirmed delivery window, at the address provided at checkout.

  • Deliveries that cannot be completed because of an incorrect address, unavailability, or no response are non-refundable, as each order is freshly prepared and perishable.
  • See our shipping policy for delivery timing and details.

8. How to Contact Us

If you have any questions or concerns about your order, please don't hesitate to reach out:

We value your feedback and appreciate the opportunity to make things right if something goes wrong. Thank you for supporting Olivia's Tanghulu!