Refund Policy

1. Our commitment

Fortune Crest Trading Corporation, operator of Lucky Yogurt, wants you to get exactly what you paid for. If we get your order wrong, we will make it right — a remake or a refund, whichever you prefer. This policy sits alongside your statutory rights under Republic Act No. 7394 (Consumer Act of the Philippines), which it does not limit.

2. When you are entitled to a refund

• Order cancelled before preparation — full refund. See our Cancellation Policy.
• We cancelled your order (item unavailable, store closure, equipment failure) — full refund of the cancelled portion.
• Wrong item or missing item — refund or remake of the affected item.
• Defective or unsafe product — spoiled, contaminated, or not made as described — full refund of that item.
• You were charged incorrectly — duplicate charge, wrong amount, or a payment taken for an order that was never confirmed — full refund of the excess.
• Payment succeeded but no order was created — full refund, initiated by us as soon as reconciliation finds it, whether or not you report it.

3. When a refund is not available

• Change of mind after the order has been prepared or collected.
• Orders not collected by closing time (no-shows) — see the Cancellation Policy.
• Dissatisfaction with taste, sweetness or texture where the item was made correctly as described on the menu. Tell us anyway — we take the feedback seriously and often remake as a goodwill gesture.
• Items substantially consumed before any issue is raised.
• Delays or issues caused by a third-party delivery platform, which must be raised with that platform.

4. How to request a refund

1. Contact us within 24 hours of your pickup slot — the sooner the better for perishable goods. Email contact.luckyyogurtph@gmail.com or message our official social channels.
2. Include your order reference, the mobile number used at checkout, which items are affected, and what went wrong.
3. For a wrong or defective item, please attach a photo if you can. It lets us resolve the claim without a trip back to the store.
4. We acknowledge your request within 2 business days and tell you the outcome and the amount.

5. How refunds are paid

The final leg of the transfer is controlled by your bank or wallet provider, not by us. If the money has not arrived after the window above, send us your order reference and we will trace it with the provider.

6. Partial refunds

Where only part of an order is affected, we refund the price actually paid for the affected items, including the proportionate share of any discount applied to the order. The rest of the order stands.

7. Fees and deductions

We do not charge a restocking, processing or cancellation fee. You receive the full amount due to you. Payment-provider fees, where any apply, are absorbed by us and not passed on to you.

8. Store credit and vouchers

If you prefer, we can issue store credit or a replacement voucher instead of a cash refund — but only with your agreement. We will never substitute credit for a refund you are entitled to without asking you first.

9. Unresolved complaints

If you are not satisfied with how we handled your refund, you may escalate to the Department of Trade and Industry (DTI) Consumer Protection Group — dti.gov.ph or the DTI Consumer Care hotline 1-384. You may also raise a dispute with your card issuer or e-wallet provider.

10. Contact

Fortune Crest Trading Corporation
1102 Davides St., Binondo, Manila 1006, Philippines
Email: contact.luckyyogurtph@gmail.com

Related: Cancellation Policy · Terms & Conditions · Privacy Policy