SHIPPING, CANCELLATION, AND REFUND POLICY

I. SHIPPING POLICY

  1. Cold Chain Requirements

    • All shipments utilize temperature-controlled logistics (-18°C/-0.4°F or below)

    • Buyer must provide appropriate frozen storage immediately upon delivery

    • Temperature monitoring devices included in shipments (data available upon request)

  2. Delivery Timeline

    • Orders processed within 3 business days

    • Estimated delivery: 5 days (varies by location)

    • Expedited shipping available at additional cost

  3. Delivery Acceptance

    • Buyer must inspect goods immediately upon receipt:
      ✓ Verify temperature ≤-12°C (10°F)
      ✓ Check packaging integrity
      ✓ Confirm product quantity

    • Report discrepancies within 2 hours via email : orientalfood9319@gmail.com

  4. Shipping Charges

    • Calculated based on:
      • Order weight/volume
      • Delivery location
      • Special cold chain requirements

    • Fuel/seasonal surcharges may apply

  5. Failed Deliveries

    • Two delivery attempts maximum

    • Storage fees: RM50.00 day after failed attempts

    • Products discarded after 8 hour (non-refundable)

II. CANCELLATION POLICY

  1. Customer Cancellations

    • Permitted within 1 hour of order placement

    • Cancellations after 3 hour:
      • 50% cancellation fee if order not yet shipped
      • 100% fee if shipment en route

  2. Company Cancellations
    We reserve right to cancel orders for:

    • Payment verification failure

    • Product unavailability

    • Suspected fraudulent activity

    • Force majeure events

  3. Production Orders

    • Custom/manufactured items: Non-cancellable after production start

III. REFUND POLICY

  1. Eligible Refunds
    Refunds only issued for:
    a) Temperature Breach:

    • Delivery temperature >-12°C (10°F)

    • Supported by device data/photos
      b) Product Defects:

    • Microbial contamination (lab report required)

    • Foreign object contamination
      c) Short Shipments:

    • Verified against delivery documentation

  2. Non-Refundable Situations
    No refunds for:

    • Buyer storage/handling errors

    • Product dislikes/texture changes

    • Orders cancelled post-production

    • Expired products not rotated properly

    • All good sold not refunable .

  3. Refund Process

    • Submit claim within 12 hours of delivery

    • Provide:

      1. Temperature records

      2. Product photos/videos

      3. Batch numbers

    • Investigation period: 14-28 business days

    • Approved refunds issued as:
      • Account credit (preferred)
      • Original payment method

  4. Product Returns

    • Physical returns generally prohibited

    • Exception: Defective products requiring lab analysis

    • Return shipping must maintain ≤-18°C


We reserve the right to amend this policy from time to time if deemed necessary, in which no prior notification or approval from the customer is required.