退款与退货Refund & Returns
最后更新：2026 年 9 月 15 日Last updated: 15 September 2026
冷冻生鲜是易腐商品，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、要怎么提、多久处理好。
Frozen raw meat and seafood are perishable, so the rules differ from ordinary goods. This page sets out when you get a refund, how to raise it, and how long it takes.
1. 收货时请当场检查1. Check at the door
司机离开前，请检查包装、温度、品项和重量。发现解冻、破损、错货或短重 —— 当场拒收，并即时通知我们。这是最快、最乾净的处理方式，我们直接换新的给您。
Before the driver leaves, check the packaging, temperature, items and weight. If anything is thawed, damaged, wrong or short — reject it on the spot and tell us immediately. That is the fastest and cleanest route, and we replace it.
2. 可以全额退款或换货的情况2. When you get a full refund or replacement
- 送达时已经解冻，或温度明显不合格。
- 包装破损、漏液，或有明显污染。
- 送错品项、送错部位，或规格与订单不符。
- 实秤重量少过订单，而我们事先没有告知。短的部分退款，或补货。
- 在保质期内、也照包装指示储存，仍然出现品质问题。
- 我们供不了货，或我们取消了订单。
- Goods arrived thawed, or clearly at the wrong temperature.
- Packaging was torn or leaking, or there was visible contamination.
- Wrong item, wrong cut, or a specification that does not match the order.
- The weight delivered is less than ordered and we did not tell you beforehand. We refund the shortfall or make it up.
- A quality problem despite being within shelf life and stored as the pack instructs.
- We could not supply, or we cancelled the order.
3. 不能退的情况3. When we cannot refund
- 已签收并离开冷链（放进冰箱、退了冰、已经煮过）之后才提，而且不是品质问题。基于食品安全，这些货我们不能再卖。
- 改变主意、买多了，或单纯不合口味。
- 没有照包装上的储存或烹调指示处理而造成的问题。
- 超过保质期。
- 因为您给的地址或联络资料有误导致送不到，而货品已经解冻。
- 整块品项的重量在网站标示的大约值上下浮动（例如战斧牛扒每片约 1.2 公斤），这属于正常，不算短重。
- Goods were accepted and have left the cold chain — freezer, thawed or cooked — and the issue is not a quality defect. For food-safety reasons we cannot resell them.
- You changed your mind, over-ordered, or simply did not like it.
- The problem came from 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.
- Whole items varying around the approximate weight shown on the Site — a tomahawk at about 1.2 KG, for instance — is normal and is not a shortfall.
4. 怎么提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（连包装和标签一起拍），如果是重量问题请拍秤上的读数。
- 在我们回覆之前，请把货品继续冷冻，不要丢掉。
- Contact us by WhatsApp or email within 24 hours of delivery. Frozen-quality issues get harder to assess with time, so do not wait.
- Send the order number or receipt and photos of the affected items including packaging and labels. For a weight issue, photograph the reading on the scale.
- 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 个工作日内回覆处理结果。
- 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我们控制不了。
- 换货安排在下一趟送货班次，或您也可以选择自取。
- 运费只有在整张订单属我们责任时才一并退还。
- We give you a decision within 2 working days.
- Once approved, the money goes back to the original payment method within 7 to 14 working days. Bank and 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
取消订单另有一份完整的政策，写清楚出货前后的差别、特别订单的限制，以及退款时间。请看取消订单政策（网站页脚有连结）。
Cancellations have their own full policy covering the difference between before and after despatch, the limits on custom orders, and refund timing. See the Cancellation Policy, linked in the site footer.
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》与《1983 年食品法令》下的权利。如果您认为处理不公，可以向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 or the Food Act 1983. If you think 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：+60 11-3928 1220
电邮：[email protected]
WhatsApp / phone: +60 11-3928 1220
Email: [email protected]