TERMS & CONDITIONS

Best Seafood Marketing (R) Sdn Bhd
Reg No: 201301008513 (1038355-H)
EFFECTIVE DATE: 17th AUG 2020
LAST UPDATE: 13th AUG 2020

Definitions
This website is wholly owned by Sunny Appearance Sdn Bhd. The term ‘FreshFrozen2u’ or ‘we’ or ‘our’or “us” refers to the owner of the website which is freshfrozen2u.com.my.
The term ‘you’ refers to the user or viewer of this website.
Accepted Order refers to an Order accepted by us and for which payment has been received by us and an email order confirmation notice is provided to you for such Order.
Business Day refers to a day that is not a Saturday, Sunday or public holiday in Kuala Lumpur, Malaysia or, for deliveries of Products, at the place of delivery.
Order refers to an order for the Products placed by you.
Price refers to the price of the Products listed on the Website.
Product(s) refers to the goods listed on the Website, or the goods purchased or to be purchased by you which are the subject of a Contract.
Service refers to the services offered by us. (ex. Delivery Service)
Terms and Conditions refers to these terms and conditions governing the use of the Website, the supply of Products or the provision of Services by us.
Website refers to freshfrozen2u.com.my.

By accessing this site, ordering Products and/or using the Services, you hereby agree to be legally bound by these Terms and Conditions
If you do not accept these Terms and Conditions, please leave the Website and discontinue using our Services immediately.
freshfrozen2u reserves the right to revise these Terms and Conditions at any time by updating this page without prior notification.
Please read this page every time you enter into this Website so that you are aware of any changes or updates in Terms & Conditions.

* PLEASE REFER TO FAQS FOR MORE DETAILS REGARDING TO EACH POLICY LISTED HERE.


1. ORDER POLICY
* Please enter the full address including the postcode of the recipient when you place your Order. We will not be held responsible for items that are not delivered due to incorrect details.
* By completing your orders, you are consenting to be bounded by our Terms and Conditions contained and on the FreshFrozen2u Website.
* Submitting your Order is subject to our acceptance of this offer. Upon placing Order, we will send an email confirmation of your Order details to inform you that we are processing your Order via the email address you provide. We will not consider ourselves bound by a contract with you until we have issued this email confirmation. This means it is an Accepted Order.
* Any changes of the particulars (e.g. receiver’s address, messages etc.) must be made within 12 hours in advance or the day before delivery.  Please take note that only ONE delivery address is accepted per Accepted Order, there is strictly no flexibility in changing delivery address on the day according to delivery time. For example, requests such as “Please deliver to home address if deliver after office hours” will not be entertained.
*All goods sold are non-exchangeable, non-returnable and non-refundable UNLESS under the following circumstances: received incorrect items, missing items or damaged/defective items.
* An Accepted Order may not be canceled by the customer without the written consent of the company. The company reserves the right upon consent being given to levy a cancellation charge of not less than 20% of the Products which are the subject of the Accepted Order (or Orders) to cover the company’s losses arising from the cancellation. There will be no returning of the nominated Products and sourced Products ordered on behalf of the customer.

2. SHIPPING POLICY 

For Klang Valley orders, we will deliver your order within 3-5 working days (Business Day) once payment is received.
For Outstation orders, we will deliver your order within 4-7 working days (Business Day) once payment is received
We provide delivery services from Monday to Saturday.
Delivery time is from 10:00am to 6:00pm.

Shipping Area
Klang Valley and other cities within West Malaysia.

Shipping Charges
*Klang Valley orders with or more than RM150: Free shipping
*Except for the following areas: Puncak Alam, Balakong, Pulau Indah/Pulau Lumut, Serendah, Sepang, Semenyih, Sekinchan, Rawang, Kajang, Jenjarom, Dengkil & Cyberjaya. Starting from 1 March 2023, these mentioned areas will be charged RM10 shipping fee even purchase with or more than RM150. 
Klang Valley orders less than RM150: RM20 shipping fee
Other Cities orders: RM40 shipping fee no matter how much you purchase

Special Arrangement on Shipping Date & Time
We will try our best to suit to your preferred delivery date. If you have a preferred delivery date, please do key them in the "Remark" at the "Checkout" page on our Website.
We will send you a text to confirm with you whether we are able to do the delivery during your preferred date.
We will inform you beforehand so that you can arrange for someone to be at home to receive the order.
If our attempts to reach you is unsuccessful and there is a missed delivery, we will arrange a re-delivery on another date.
An additional delivery fee will be applied for the second delivery attempt.

3. REFUND & EXCHANGE POLICY
Our policy lasts for 7 days. If 7 days have gone by since your purchase, unfortunately, we are unable to offer you a refund or exchange of Products.
To be eligible for a Product return, your item must be unused and in the same condition when you received it. It must also be in original packaging.

For faulty products, kindly provide the following details to us:
1) Photo/Photos for evidence.
2) Proof of purchase. (For example, Screenshot(s) of Order/invoice, email confirmation, payment info etc.)
3) Contact us at +6012-6386021 to let us know your request of refund or exchange.
4) Return the Product to our address as below:
Sunny Appearance Sdn Bhd
Lot 32631, Jalan Sri Ehsan 6,
Taman Sri Ehsan,Kepong,
52100 Kuala Lumpur.

We will notify you once we have received and inspected all the supporting evidence materials and understand the chronology of handling the product. We will then let you know whether the refund or exchange is approved. If the refund request is approved, you will be automatically refunded according to your original payment method. Please remember this process may need some time for your bank or credit card company to handle the refund. If the exchange request is approved, we will ship the replacement Product to you within 3-5 Business Days.

Late or missing refunds (if applicable)
If you have yet to receive a refund, please check your corresponding bank again.
Then contact your credit card company, it may take some time (or a few days) before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please contact us at enquiry@freshfrozen2u.com.my.

Promotional or Seasonal Products (if applicable)
Products bought during promotional or seasonal events are not accepted for returns and exchanges. Only regular priced Products will be refunded according to point-of-sale purchase value.

Exchanged Product (if applicable)
We only replace Products if they are defect or damaged. If you need to exchange it for the same item, send us an email at enquiry@freshfrozen2u.com.my and send your product to:
Sunny Appearance Sdn Bhd
Lot 32631, Jalan Sri Ehsan 6,
Taman Sri Ehsan,Kepong,
52100 Kuala Lumpur.

Gifts Product
If the returned Product is marked as a gift when purchased and shipped directly to you, you will receive a promo code for the value of your return. Once the returned Product is received and inspected, a promo code will be sent to you via email.

Shipping of Returned Product
To return your Product, you should mail your Product to:
Sunny Appearance Sdn Bhd
Lot 32631, Jalan Sri Ehsan 6,
Taman Sri Ehsan,Kepong,
52100 Kuala Lumpur.

We would like to highlight to you that the return and resend shipping cost is borne by customers. Please allow 7 Business Days for this process to be completed.
We suggest that you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned Product.

Unclaimed Self-Collect Orders
Any self-collect Order must be redeemed within 14 days from the selected pick-up date. Orders unclaimed after the stated period will be canceled automatically without a refund.

4. TERMS RELATED TO OUR PRODUCTS
Prices
Seafood Prices fluctuate from time to time according to the season and availability of catch or harvest. Freshfrozen2u reserves the right to update any product prices without any prior notice. However, we will always honour the price at the point of sale.

Weight
Freshfrozen2u.com.my sells fresh frozen seafood according to weight (gross weight) upon freezing. All seafood delivered to customers will experience a weight loss of 15 to 20% as a result of scales and gut removal. In the best interest of our customers, freshfrozen2u.com.my always seek to provide the nearest fresh frozen seafood weight (gross weight) of the seafood upon customer's order.
Reduction of gross weight:
1) Whole Fish (15 to 20%)
2) Whole Fish cut into Steak (15 to 20%)
3) Whole Fish cut into Fillet (40 to 70%)
***Depending on the type of seafood***  

Availability
All Products listed are subjected to availability. In the event of where your ordered item becomes unavailable, a full refund will be issued or we can also substitute with another item(s) of equal value upon request.

Promotion & Offer Code
From time to time, FreshFrozen2u may offers qualified consumers “promotion codes” or “offer codes” through a variety of promotional activities and communications (collectively referred to herein as “offer codes”) that are redeemable towards a purchase on freshfrozen2u.com.my. On the condition while supplies last, and subject to certain exclusions or any other restrictions as may be determined and communicated by FreshFrozen2u in its sole discretion. Only valid offer codes provided or promoted by freshfrozen2u.com.my will be honored at checkout.  Codes supplied or promoted by third parties which are unauthorized by FreshFrozen2u (including any unauthorized third party websites) will not be considered as valid. Offer codes may not be combined in one Order. Customers are limited to the use of a single offer code per Order. FreshFrozen2u is not responsible for lost, stolen or corrupted codes or any unauthorized use of codes.  Offer codes cannot be redeemed for cash or any cash equivalent; no substitutions or credits allowed. The value of any offer code will not be refunded or credited back if any or all of the product is returned.  Expiry dates may apply to each offer code.  Offer codes are void if copied, transferred, sold, exchanged or expired, and where prohibited.  Requests not complying with all offer code requirements will not be honored.

5. DISCLAIMER
ALL CONTENTS INSIDE THE WEBSITE IS FOR INFORMATION ONLY. WE ARE NOT LIABLE FOR ANY LOSS OR DAMAGE, DIRECTLY OR INDIRECTLY WHATSOEVER, LOSS OF DATA OR PROFIT OR ANY OTHER MATTERS WHICH HAS NEGATIVE IMPACT TO YOU DUE TO USE OF THIS WEBSITE.
FRESHFROZEN2U IS NOT LIABLE FOR ANY OTHERS ISSUE WHICH IS NOT UNDER OUR CONTROL OR BEYOND OUR CONTROL.
FRESHFROZEN2U WILL NOT BE AVAILABLE OUTSIDE OPERATION/BUSINESS HOURS.

6. ACCEPTANCE ORDER POLICY
WE RESERVE THE RIGHT TO REJECT OR REFUND YOUR ORDERS. IN THE EVENT OF REJECTION, WE WILL REFUND THE PAYMENT RECEIVED VIA THE PAYMENT METHOD USED TO PLACE THE ORDER PREVIOUSLY.
KINDLY REFER TO OUR T&C(TERMS AND CONDITIONS) AND FAQS AT ALL TIMES TO ENSURE THAT YOU UNDERSTOOD AND AGREED BEFORE USING OUR SERVICES. IF YOU DO NOT ACCEPT THESE TERMS AND/OR THE ADDITIONAL TERMS, PLEASE LEAVE THE WEBSITE AND DISCONTINUE USING OUR SERVICES IMMEDIATELY.

7. FF2U BIRTHDAY VOUCHER
A. Once you registered as an FF2U member, you will automatically entitle birthday voucher code on your birthday month for spending on the FF2U website.
B. The birthday voucher code will appear under [My Account] > [My Voucher].
C. You are required to use the birthday voucher code within your birthday month, expired birthday voucher code will not be entertained by FF2U.
D. FF2U has the right to adjust/alter each month's birthday voucher terms & conditions and promotion content.