TERMS AND CONDITIONS

Welcome to Lana Melts. By placing an order or using our website, you agree to the following Terms and Conditions. Please read them carefully before purchasing.

1. General

Lana Melts is a Malaysian-based business providing freshly baked brownies made to order. All products are baked without preservatives and delivered according to the information provided on our website.

We reserve the right to update these Terms and Conditions at any time.

2. Orders

• All orders placed through our website are subject to acceptance and availability.
• Orders are only confirmed once payment has been successfully received.
• As our brownies are made to order, we do not accept last-minute cancellations after payment is made.
• Please ensure your delivery details (address, contact number, delivery date) are accurate. We are not responsible for delays or failed deliveries due to incorrect information.

3. Payment

We accept the payment methods shown on our checkout page.
All prices listed on our website are in Malaysian Ringgit (RM) and inclusive of any applicable taxes.

4. Delivery

• Brownies are baked fresh on the delivery day.
• We deliver nationwide across Malaysia through courier partners, and selected same-day options may be available for Klang Valley.
• Delivery timeframes are estimates provided by courier companies and may vary due to weather, traffic, festive periods or unforeseen delays.
• Lana Melts is not responsible for delays caused by third-party couriers.
• Once parcels are handed to the courier, tracking updates will be provided (if available).

5. Product Quality

Our brownies are made without preservatives. Texture may vary slightly depending on delivery distance, weather and handling during transit.
A short warming time in the microwave is encouraged to restore the ideal texture.

6. Refunds and Returns

Due to the perishable nature of our brownies:

• We do not accept returns or exchanges.
• Refunds will only be considered in cases of:
  • wrong order received
  • missing items
  • severely damaged items during delivery (with unboxing proof)

Claims must be submitted within the same day of receiving the order, with photo or video evidence.

We reserve the right to decline claims without sufficient proof.

7. Birthday Package Add-On

• The Birthday Package is optional and charged at RM15.
• Includes a ribbon, one candle and a birthday card with a handwritten note.
• Custom messages must be sent clearly at checkout or through our provided contact method.

8. Allergies and Dietary Information

Our brownies contain ingredients such as chocolate, butter, flour, eggs, nuts (for Walnut brownies) and may be produced in an environment where cross-contamination can occur.
Customers with allergies are advised to consume with caution.

9. Intellectual Property

All images, text, branding, packaging designs and content on this website belong to Lana Melts.
Reproduction, distribution or use without permission is strictly prohibited.

10. Privacy

We respect your privacy. Personal information provided during purchase will only be used for order processing, delivery and customer communication.

11. Contact

For enquiries or assistance, please reach us via:
WhatsApp, Instagram DM or hello@web.syndivo.com