Refund & Cancellation
Effective Date: June 30, 2026
At MAO we want every order to be right. This policy sets out when an order can be cancelled and how refunds are handled for purchases made on our websites and at our stops.
Overview
This policy explains how cancellations and refunds work for orders placed on MAO’s websites — maocambodia.com (order-ahead retail) and maowholesalekh.com (wholesale). It applies to payments made online through ABA PayWay (KHQR or credit/debit card) as well as orders paid in cash at pickup. By placing an order you agree to the terms below.
Cancelling an order
You may cancel an order at no charge any time before our team has begun preparing it. Because many MAO items are prepared fresh and to order, once preparation has started — or for “ASAP” order-ahead items — an order may no longer be cancellable. To cancel, contact us or your MAO stop as soon as possible with your order number and pickup code; if the order is eligible, any online payment is refunded in full.
Prepared food & beverages
Coffee, food, bakery and other made-to-order items are prepared fresh and are perishable. For food-safety reasons these items cannot be refunded once they have been prepared, except where there is a problem with quality, safety, or order accuracy (see “Wrong, missing or defective items” below). If something is not right, please tell us straight away.
Packaged & mart goods
Unopened, undamaged, non-perishable packaged goods may be returned or exchanged within 7 days of collection with proof of purchase. For health and safety reasons, perishable goods, chilled/frozen items, opened products, and hygiene-sealed items cannot be returned unless they are faulty.
Wrong, missing, damaged or defective items
If any item is incorrect, missing, damaged, or defective, we will replace it or refund it — your choice. Please report it to staff at the time of collection, or contact us within 24 hours of collection with your order number, pickup code, and (where possible) a photo, so we can put it right quickly.
Orders not collected
Order-ahead items are held at your selected MAO stop until the stop closes for the day. Prepaid prepared food and beverages that are not collected may not be refundable, as the items were made for you. Prepaid packaged goods that are not collected can be refunded on request.
How refunds are issued
Approved refunds are returned to the original payment method. Payments made via ABA PayWay (KHQR or card) are refunded to the same KHQR account or card; cash and pay-at-pickup orders are refunded in cash at the MAO stop. Online refunds are typically processed within 7–14 business days, depending on your bank or card issuer.
How to request a refund
Speak to the staff at your MAO stop, or email info@maocambodia.com with your order number and pickup code and a brief description of the issue. We aim to acknowledge every request within 2 business days.
Wholesale orders
Business-to-business orders placed on maowholesalekh.com are governed by the terms of your MAO wholesale account agreement. For cancellations, returns, or refunds on a wholesale order, please contact your MAO account manager.
Changes to this policy
We may update this Refund & Cancellation Policy from time to time. The version shown here, with the effective date below, is the one that applies to your order.
Questions about a refund? Contact info@maocambodia.com. MAO is operated by K.MAO Co., Ltd.