取消订单政策Cancellation Policy
最后更新：2026 年 9 月 15 日Last updated: 15 September 2026
计划有变是常事。这一页写清楚什么时候可以取消、要怎么讲、钱几时回到您手上。冷冻货一旦出了冷库就不能再卖，所以时间点很关键 —— 越早讲越好办。
Plans change. This page sets out when you can cancel, how to tell us, and when the money comes back. Frozen goods cannot be resold once they leave the cold room, so timing matters — the earlier you tell us, the easier it is.
1. 出货前取消 —— 免费1. Cancelling before despatch — free
订单还没出货之前，随时可以取消，不收任何费用。已付的款项全额退回。
Until the order leaves us, you may cancel at any time at no charge. Anything already paid is refunded in full.
我们在确认订单时会告诉您出货日期，所以您很清楚还剩多少时间。想改数量、改品项、改送货日，也是同样处理 —— 出货前都好谈。
We tell you the despatch date when we confirm the order, so you always know how much time is left. Changing quantities, items or the delivery date works the same way: before despatch it is straightforward.
2. 已经出货之后2. After the order has been despatched
- 货品若仍在冷链内、未解冻、可以重新销售，我们可以收回，但可能扣除运费与处理费。
- 货品若已经签收、离开冷链（放进冰箱、退了冰、已经煮过），基于食品安全我们无法收回，也不能退款。这不是刁难 —— 冷冻肉离开冷链之后我们没办法确认它经历过什么。
- 如果是货品本身有问题（解冻、破损、送错、短重），那不算取消，走退款与退货政策处理，条件宽松得多。
- If the goods are still in the cold chain, unthawed and resaleable, we can take them back, though delivery and handling charges may be deducted.
- Once the goods have been accepted and left the cold chain — in your freezer, thawed, or cooked — we cannot take them back or refund them, for food-safety reasons. Once frozen meat leaves the chain we have no way of knowing what it has been through.
- If there is something wrong with the goods — thawed, damaged, wrong item, short weight — that is not a cancellation. It goes through the Refund & Returns policy, where the terms are much more generous.
3. 特别分切与大量订单3. Custom-cut and large orders
指定厚度、指定规格的特别分切，还有一次订多套的大量订单，我们可能要另外调货或先动刀。这类订单一经确认可能无法取消。
Custom cutting to a specified thickness or grade, and large multi-bundle orders, may mean we source specially or start cutting. Orders like these may not be cancellable once confirmed.
碰到这种情况，我们一定会在您确认之前先讲清楚。您没听到我们说，就表示这一单可以照第 1 节正常取消。
Where that applies we always tell you before you confirm. If we did not say so, the order cancels normally under section 1.
4. 我们这边取消订单的情况4. When we cancel an order
偶尔我们也会取消订单，可能的原因：
Occasionally we cancel an order. The reasons are:
- 缺货，或到货品质不合我们的标准。
- 您的地址超出送货范围。
- 网站价钱因技术问题明显标错。
- 付款无法验证。
- 水灾、停电、冷链车故障这类不可抗力。
- Out of stock, or the delivery did not meet our standard.
- Your address falls outside our delivery area.
- A price on the Site was obviously wrong because of a technical fault.
- We could not verify the payment.
- Flooding, power failure, a freezer-van breakdown or similar events beyond our control.
不管哪一种，已付的款项全额退回，不收任何费用，而且我们会先联络您，问要不要改期或换别的品项。
In every case anything you have paid is refunded in full, with no charge, and we contact you first to ask whether you would rather reschedule or swap to something else.
5. 怎么取消5. How to cancel
- WhatsApp 或电邮给我们就好，讲订单号或下单时用的电话。
- 我们会回一则确认讯息。收到我们的确认，取消才算完成 —— 只是传出去还不算。
- 在营业时间内我们通常几个钟头内就回；打烊后传的，隔天营业时间处理。
- WhatsApp or email us with the order number, or the phone number you ordered with.
- We reply to confirm. A cancellation is only complete once you have our confirmation — sending the message alone is not enough.
- Within business hours we normally reply within a few hours. Messages sent after closing are handled the next working day.
6. 钱几时回来6. When you get the money back
- 银行转账／DuitNow：确认取消后 3 至 7 个工作日退回原户口。
- 线上付款闸道（信用卡／电子钱包）：7 至 14 个工作日退回原付款方式。银行或发卡机构的入账时间不由我们控制。
- 还没付款的订单，取消就没有后续，不会有任何扣款。
- Bank transfer or DuitNow: back to the original account within 3 to 7 working days of the cancellation being confirmed.
- Online gateway payments (card or e-wallet): 7 to 14 working days back to the original payment method. Bank and card-issuer posting times are outside our control.
- If you had not yet paid, cancelling ends it there — nothing is charged.
7. 您的法定权利7. Your statutory rights
本政策不影响您在马来西亚《1999 年消费者保护法令》下的权利。货品本身有问题的情况请看退款与退货政策。
This policy does not affect your rights under the Malaysian Consumer Protection Act 1999. For problems with the goods themselves, see the Refund & Returns policy.
8. 联络8. Contact
WhatsApp／电话：+60 11-3928 1220
电邮：[email protected]
WhatsApp / phone: +60 11-3928 1220
Email: [email protected]