Terms of service
Product, ordering, delivery and after-sales information for our current five products.
About these terms
These terms cover the five current Mama Cah Kitchen products: Bak Chang Ayam, Nyonya Chang, Chang Gula Melaka, Loh Mai Gai Frozen and Loh Mai Gai Retort. Mama Cah Kitchen is owned and operated by Million Star Sdn Bhd (1362993-K).
Orders and payment
Check your products, quantities, contact details, delivery address and final total before submitting an order. Prices are in Malaysian Ringgit (RM). Delivery and packaging charges, where applicable, are shown at checkout. Pay using an available online payment method; cash on delivery is currently unavailable. If you need to correct or cancel an order, contact customer care promptly so we can check its status.
Storage and shelf life
Keep all four Frozen products frozen. Their shelf life is 11 months. Store unopened Loh Mai Gai Retort in a dry place at room temperature, away from direct sunlight. Its shelf life is 7 months; consume immediately after opening. Always follow the expiry date and storage/heating instructions on the packaging. Shelf life is not counted afresh from the delivery date.
Delivery areas and mixed orders
West Malaysia: Frozen and Retort products can be checked out together in one order. Frozen products are not delivered to Langkawi. East Malaysia (Sabah, Sarawak and Labuan): Retort only; orders containing Frozen products cannot be delivered there. Retort is available across Malaysia, including Langkawi.
Delivery and packaging charges
West Malaysia: delivery is RM5.50 when the product subtotal is below RM50. An order containing Frozen products also has a RM4.50 packaging charge, once per order. For every West Malaysia order with a product subtotal of RM50 or more, both delivery and packaging are free. The threshold uses the product subtotal before coupon discounts; delivery and packaging charges do not count towards it. Retort-only orders have no packaging charge. East Malaysia: delivery is RM20 for Retort-only orders at any order value; there is no free-delivery offer. Retort orders to Langkawi follow West Malaysia rates. There is no separate first-order free-delivery offer.
Frozen packaging
All four Frozen products are packed in a polystyrene cooler box with ice packs and a protective outer carton, and sent via standard courier parcel delivery. This is insulated packaging, not a refrigerated delivery service.
Dispatch and estimated arrival
Orders are normally dispatched within 24 hours of confirmation. Orders confirmed before 12 noon can be dispatched the same day. Campaign or event periods may add another 24 hours. After dispatch, West Malaysia parcels usually take 1–3 days; East Malaysia Retort parcels usually take 3–5 days. These are estimates, not guaranteed arrival dates. Please provide an accurate address and arrange for someone to receive the parcel.
Damaged or unusual products
Contact customer care within 24 hours of receiving a damaged or unusual product. Provide your order number and, if available, photos of the product and packaging so we can verify the issue. A signed delivery receipt does not by itself prevent you from reporting a product problem.
Refunds and resolution
After verification, we normally issue a refund or resolve the issue according to the situation. Customer care will confirm the refund amount and method with you; refunds are not restricted to store credit. Please contact us before returning any product. Whether a return is needed and any related arrangements will be confirmed by customer care for the particular case.
Refund method
The refund method depends on the original payment channel. Under the current senangPay–DOKU service, payment-provider refunds are available for card transactions only, subject to the provider’s applicable process. FPX, e-wallet (including Touch ’n Go), BNPL and instalment payments currently require us to arrange a manual bank-transfer refund. Customer care will confirm the approved amount, method and expected processing time with you. Where a bank transfer is needed, we will ask for the bank name, account holder name and account number through our customer care channel. Never send passwords, PINs or verification codes. A website order-status change alone does not confirm that the money has been refunded.
Your details and account
Provide accurate and current information for your order. If you create an account, keep your password secure and contact us if you notice unauthorised access. Third-party links may have their own terms and privacy policies.