退款与退货 Refund & Returns
最后更新：2026年9月7日 Last updated: 7 September 2026
冷冻食品是易腐商品，退货规则跟一般商品不一样。这一页写清楚什么情况可以退、要怎么做、多久处理好。
Frozen food is perishable, so the rules differ from ordinary goods. This page sets out when you can get a refund, what to do, and how long it takes.
1. 送到时请当场检查
1. Check at the door
收货时请在司机离开前检查包装、温度与品项。发现解冻、破损、错货或短缺 —— 当场拒收，并即时通知我们。这是最快、最干净的处理方式。
Check the packaging, temperature and items before the driver leaves. If anything is thawed, damaged, wrong or missing — reject it on the spot and tell us immediately. This is the fastest and cleanest way to resolve it.
2. 什么情况可以全额退款或换货
2. When you get a full refund or replacement
- 送达时已解冻或温度不合格。
- 包装破损、漏液或明显受污染。
- 送错品项、规格或数量。
- 在保质期内且依包装指示储存，仍出现品质问题。
- 我们无法供货或取消订单。
- Goods arrived thawed or at an incorrect temperature.
- Packaging was torn, leaking or visibly contaminated.
- Wrong item, wrong size or wrong quantity.
- A quality problem despite being within shelf life and stored as instructed.
- We could not supply the goods, or we cancelled the order.
3. 什么情况不能退
3. When we cannot refund
- 已签收且已离开冷链（例如已放进冰箱、已解冻或已烹煮）后才提出，且非品质问题。基于食品安全，我们不能重新销售。
- 因个人口味不合、买多了或改变主意。
- 未依包装上的储存或烹煮指示处理而造成的问题。
- 超过保质期。
- 因你提供的地址或联络资料有误导致无法送达，且货品已解冻。
- Goods were accepted and have left the cold chain (freezer, thawed or cooked) and the issue is not a quality defect. We cannot resell them, for food-safety reasons.
- You changed your mind, over-ordered, or simply did not like the taste.
- The problem was caused by not following the storage or cooking instructions on the pack.
- The shelf life has passed.
- Delivery failed because the address or contact details you gave were wrong, and the goods have thawed.
4. 怎么提出
4. How to raise a claim
- 在收货后 24 小时内 WhatsApp 或电邮通知我们。冷冻品质问题拖越久越难判断，请尽快。
- 提供订单号或收据、问题品项的照片（包括包装与标签），以及简短说明。
- 在我们回复前，请把货品保持在冷冻状态，不要丢弃。
- Contact us by WhatsApp or email within 24 hours of delivery. Frozen-quality issues get harder to assess over time, so do not wait.
- Send the order number or receipt, photos of the affected items including packaging and labels, and a short description.
- Keep the goods frozen and do not discard them until we reply.
5. 处理时间
5. How long it takes
- 我们在2 个工作日内回复处理结果。
- 同意退款后，款项在7 至 14 个工作日内退回原付款方式。银行或发卡机构的入账时间不由我们控制。
- 换货则安排在下一趟送货班次，或你可选择自取。
- 运费只在整张订单属我们的责任时一并退还。
- We respond with a decision within 2 working days.
- Once approved, the refund is returned to the original payment method within 7 to 14 working days. Bank or card issuer posting times are outside our control.
- Replacements go out on the next delivery run, or you may collect them.
- Delivery charges are refunded only where the whole order was our fault.
6. 取消订单
6. Cancelling an order
- 出货前取消：全额退款，不收费用。
- 已出货后取消：如货品尚未离开冷链且可重新销售，可能收取运费与处理费。
- 特别订制或大量批发订单：一经确认可能无法取消，我们会在确认前告知。
- Cancel before dispatch: full refund, no charge.
- Cancel after dispatch: if the goods are still in the cold chain and resaleable, delivery and handling charges may apply.
- Special or large wholesale orders: may not be cancellable once confirmed. We tell you before confirming.
7. 你的法定权利
7. Your statutory rights
本政策不影响你在马来西亚《1999 年消费者保护法令》与《1985 年食品法令》下的权利。若你认为处理不公，可向大马国内贸易及生活费部（KPDN）或消费者仲裁庭（TTPM）投诉。
This policy does not affect your rights under the Malaysian Consumer Protection Act 1999 and the Food Act 1983. If you believe a claim was handled unfairly, you may complain to KPDN or the Tribunal for Consumer Claims Malaysia (TTPM).
8. 联络
8. Contact
WhatsApp／电话：【待填】+60 12-345 6789
电邮：sales@love186frozenfood.com
WhatsApp / phone: 【待填】+60 12-345 6789
Email: sales@love186frozenfood.com