Return & Refund Policy

We are committed to providing high-quality products and excellent service. If you are not satisfied with your purchase, you can return or exchange it according to the following policy.

1. Return Policy

1.1 Return Period:

o You can request a return within 24 hours from the date of purchase. Please make sure to contact us within this time frame so we can process your return promptly.

1.2 Return Conditions:

o The product must be in its original condition, unused, and with all packaging intact. All original tags, accessories, manuals, and other attachments must be returned.

o A proof of purchase, such as a receipt or invoice, is required. Without proof of purchase, we will not be able to process your return request.

o Certain items (e.g., meat rolls, meat slices, and specially customized products) are not eligible for return. Please check the product details page before purchasing.

1.3 Return Process:

o Contact Customer Service: Please contact our customer service team within 24 hours via phone or email, providing your order number, reason for return, and proof of purchase (such as a receipt or invoice). We will respond to your request within 24 hours to confirm if it meets the return conditions.

o Prepare the Return Item: Place the item along with all accessories and original packaging into a box. Ensure the package is securely sealed to prevent damage during shipping. Improper packaging that leads to product damage may affect your refund.

o Choose a Shipping Service: You may choose any reliable shipping service to return the item to us. We recommend using a service with tracking capabilities to monitor the package status. Please keep the shipping receipt for tracking purposes.

o Return Shipping Cost: Unless the return is due to a product quality issue, return shipping costs are your responsibility. We do not cover any costs incurred during the return process.

o Confirm Receipt and Refund: We will process your refund within 7 business days after receiving and verifying the returned item. Verification criteria include the item being in its original condition, unused, and with all accessories and packaging intact. The refund will be credited back to your original payment method, and you will receive a confirmation email.

2. Exchange Policy

2.1 Exchange Period:

o You can request an exchange within 24 hours from the date of purchase. Please contact us within this period so we can process your exchange request promptly.

2.2 Exchange Conditions:

o The product must be in its original condition, unused, and with all packaging intact. All original tags, accessories, manuals, and other attachments must be returned.

o A proof of purchase, such as a receipt or invoice, is required. Without proof of purchase, we will not be able to process your exchange request.

o Exchanges are only available for the same product and same specifications (such as the same color and size). We do not offer exchanges for products in different categories.

2.3 Exchange Process:

o Contact Customer Service: Please contact our customer service team via phone or email, providing your order number and reason for exchange. We will respond to your request within 24 hours to confirm if it meets the exchange conditions and provide the exchange address and related instructions.

o Prepare the Exchange Item: Place the item along with all accessories and original packaging into a box. Ensure the package is securely sealed to prevent damage during shipping. Improper packaging that leads to product damage may affect your exchange.

o Exchange Shipping Cost: Unless the exchange is due to a product quality issue, exchange shipping costs are your responsibility. We do not cover any costs incurred during the exchange process.

o Confirm Receipt and Process Exchange: We will process your exchange within 7 business days after receiving and verifying the returned item. Verification criteria include the item being in its original condition, unused, and with all accessories and packaging intact. The new item will be shipped via standard delivery, and you will receive a confirmation email.

2.4 Processing Time:

o We will process your exchange within 14 working days after receiving and verifying the returned product.

o The new item will be shipped via standard delivery, and delivery times may vary depending on your shipping address.

Contact Us

If you have any questions about these Terms, please contact us:

Email : support@harifrozen.com.my

Customer Service Phone : 012-794 0988

Company Information:

HARI FROZEN FOOD SDN BHD

13, Jalan SC 6, Taman Perindustrian Sungai Chua, 43000 Kajang, Selangor

Refund policy

1. Conditions for Refund

1.1 Damaged or Spoiled Products:

o If the food items you received are visibly damaged or spoiled, please contact us within 24 hours of receipt, providing relevant photos and videos as evidence.

o We will arrange for free returns and a full refund.

1.2 Incorrect Items:

o If the items received do not match your order (such as incorrect types, quantities, or specifications), please contact us within 24 hours of receipt.

o After providing the necessary evidence, we will arrange for a return or replacement and cover the related costs.

1.3 Quality Issues:

o If you discover quality issues with the food items during use, please contact us within 24 hours and provide relevant evidence.

o We will arrange for a partial or full refund based on the specific situation.

2. Refund Process

2.1 Refund Application:

o Submit your refund application through our customer service hotline, email, or online customer service, indicating the order number, reason for refund, and relevant evidence.

o Our customer service team will review your application within 7-14 working days.

2.2 Approval:

o Once approved, we will notify you and arrange for the return or refund.

o The return address and instructions will be sent to you via email or SMS.

2.3 Return and Inspection:

o Please return the items as instructed, ensuring the packaging is intact.

o We will inspect the returned items within 1-5 working days of receipt.

2.4 Refund Issuance:

o After acceptance, we will refund within 7-14 working days. The refund method depends on the specific situation.

o The actual time for the refund to appear in your account may vary depending on your bank or payment provider.

3. Special Notes

3.1 Non-Refundable Situations:

o Items that exceed the refund application period.

o Items damaged or spoiled due to personal reasons.

o Perishable food items that have been opened.

3.2 Return Shipping Costs:

o For returns due to our fault (damaged, spoiled, or incorrect items), we will cover the return shipping costs.

o For returns due to personal reasons (such as dislike or no longer needed), the customer will bear the return shipping costs.

3.3 Others:

o We reserve the right to the final interpretation of the refund policy.

o For any questions or disputes, please contact our customer service team, and we will be happy to assist you.