退款政策

生效日期：2026 年 8 月 11 日

1. 总则

我们销售的是不含防腐剂的冷藏鲜食。基于食品安全，产品一经送达，我们无法接受因改变心意、不喜欢口味或订错数量而提出的退货退款。已离开我们温控范围的食品，我们无从确认其保存状况，也不可能再次销售。

本政策不排除、也不限制《1999 年消费者保护法令》赋予你的权利，包括产品须具备可接受品质与用途适合性的法定保证。如果产品本身有问题，以下条款适用，你的法定权利亦不受影响。

2. 我们一定退款或重寄的情况

以下情况请联络我们，我们会安排重寄或全额退款（由你选择，视存货而定）：

• 订单未送达，或因我们／物流伙伴的失误而遗失
• 瓶身破损、渗漏，或封口失效
• 产品有异味、结块、变色等变质迹象
• 送错产品或口味
• 数量短缺
• 收到时已超过或临近保鲜期限

3. 如何提出

1. 请在收货后 24 小时内以 WhatsApp 017-570 8212 联络我们。
2. 附上订单编号、问题说明，以及清晰照片（产品、瓶身标签、外包装与冰袋状况）。
3. 请勿寄回产品。基于食品安全，我们不接受食品退回，请你自行丢弃。

为什么是 24 小时：产品保鲜期只有 10 天，超过一天之后，我们无法分辨问题是运送过程造成，还是产品在室温下放置过久造成。如果你因故无法在 24 小时内联络我们，仍请尽快联络，我们会按个案处理。

4. 不属于退款范围的情况

• 改变心意、不喜欢口味、订错数量
• 因你提供的地址错误、电话无法接通、无人收件或拒收，导致配送失败
• 你要求放置于门口、保安处或前台后发生的温度问题或遗失
• 收到后未及时冷藏，或超过 10 天后才饮用
• 产品已饮用大部分后才提出品质问题
• 因不可抗力造成的延误，且我们已主动通知并提供改期或退款选择

5. 月订计划的中途取消

月订计划为一次性付款、分四次配送的完整配套。由于我们会根据订单提前安排食材、炖煮及配送，因此请在下单前确认以下条款：

• 月订计划一经付款确认，即视为订单成立，恕不接受中途取消。
• 如你主动中途停止，无论已配送或尚未配送的部分，均不接受退款或折现。
• 如因个人原因无法在原定日期收货，请提前通过 WhatsApp 联系我们，我们会在合理范围内协助调整配送安排。
• 如订单未送达、产品本身有问题，或属于上述第 2 节所列的任何情况，仍依第 2、3 节处理，不受本节限制。
• 月订计划不属于自动续订服务，完成本期 28 瓶配送后即结束，不会自动扣款。

6. 退款方式与时间

• 退款一律退回原付款方式。
• 我们在确认后 2–5 个工作日内处理。
• 款项实际入账时间视你的银行或电子钱包而定，通常还需数个工作日。
• 运费在整张订单退款时一并退还；部分退款时不退运费。

7. 我们主动退款的情况

如果我们判断某批订单在运送过程中已不适合饮用（例如严重延误或物流事故），我们会主动通知你并安排退款或重寄，你无需提出要求。遇到这种情况，请勿饮用产品。

8. 联络我们

WhatsApp：017-570 8212
电邮：support@sweetbites.my

FLAVORFIX SDN BHD（202501048686 / 1650094-V）

Effective date: 11 August 2026

1. General

We sell preservative-free chilled fresh food. For food safety reasons, we cannot accept returns or refunds once an order has been delivered because you changed your mind, didn't like a flavor, or ordered the wrong quantity. Once food has left our temperature control, we have no way to verify how it has been kept, and it can never be resold.

This policy does not exclude or limit your rights under the Consumer Protection Act 1999, including the statutory guarantees that goods be of acceptable quality and fit for purpose. Where something is wrong with the product itself, the terms below apply, and your statutory rights are unaffected.

2. When we will always refund or resend

Contact us in any of these cases and we will resend or refund in full — your choice, subject to stock:

• Your order never arrived, or was lost through our error or our delivery partner's
• Bottles arrived cracked, leaking, or with a broken seal
• The product shows signs of spoilage — off smell, curdling, discolouration
• You received the wrong product or flavor
• Bottles were missing from your order
• It arrived past, or very close to, the end of its freshness period

3. How to make a claim

1. Contact us within 24 hours of delivery on WhatsApp 017-570 8212.
2. Include your order number, a description of the problem, and clear photos — the product, the bottle label, and the outer packaging and ice packs.
3. Please do not send the product back. We do not accept returned food for safety reasons. Please dispose of it.

Why 24 hours: the product only keeps for 10 days, and after a day we have no way to tell whether a problem happened in transit or because the bottles sat out at room temperature. If something genuinely prevented you from reaching us in time, contact us anyway and we'll look at it case by case.

4. What isn't covered

• Change of mind, disliking a flavor, or ordering the wrong quantity
• Failed delivery caused by an incorrect address, unreachable phone, nobody available, or a refused delivery
• Temperature problems or loss after you asked for the parcel to be left at your door, with security, or at a front desk
• Product not refrigerated promptly on arrival, or consumed after 10 days
• Quality complaints raised after most of the product has been consumed
• Delays caused by events outside our control, where we have already notified you and offered a reschedule or refund

5. Cancelling a Monthly Plan partway

The Monthly Plan is a complete package — one payment across four deliveries. We buy ingredients, schedule stewing and book deliveries ahead of time based on your order, so please read these terms before you buy:

• Once payment is confirmed the order is final, and the plan cannot be cancelled partway.
• If you choose to stop partway, no refunds or credit are given for any part of the plan, whether it has been delivered or not.
• If you cannot take a delivery on its scheduled date, message us on WhatsApp in advance and we will help adjust the schedule within reason.
• If an order fails to arrive, there is a problem with the product itself, or anything listed in section 2 applies, sections 2 and 3 still govern — this section does not limit them.
• The Monthly Plan is not a subscription. It ends once all 28 bottles have been delivered, and nothing is charged automatically.

6. How and when you get your money back

• Refunds always go back to the original payment method.
• We process them within 2–5 business days of confirming the claim.
• How quickly it appears depends on your bank or e-wallet, and usually takes a few more business days.
• Shipping fees are refunded when a whole order is refunded, but not on partial refunds.

7. Refunds we issue without being asked

If we judge that an order is no longer safe to drink because of a serious delay or a delivery incident, we will contact you and arrange a refund or resend without you having to claim. Please do not drink the product if this happens.

8. Contact us

WhatsApp: 017-570 8212
Email: support@sweetbites.my

FLAVORFIX SDN BHD (202501048686 / 1650094-V)