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Hamid Fresh & Frozen

Terms & Conditions, Privacy Policy & Refund Policy

🛒 1. Terms & Conditions

1.1 Business Overview

Hamid Fresh & Frozen (“we”, “us”, or “our”) supplies fresh and frozen foods including Chicken, Mutton, Beef, Indian Buffalo, Frozen Food and Seafood

We operate within Malaysia and comply with local food safety and e-commerce regulations.

1.2 Eligibility

You must be:

  • At least 18 years of age;

  • Using your own valid payment method; and

  • Providing accurate delivery and contact details.

We reserve the right to refuse or cancel orders if fraud or misuse is suspected.

1.3 Products & Pricing

  • Product descriptions and photos are for reference only.

  • Prices are displayed in Malaysian Ringgit (MYR).

  • Prices and availability are subject to change without notice.

  • Any errors in product information will be corrected promptly.

1.4 Orders & Payments

Orders are confirmed only upon successful payment.

Accepted payment methods include:

  • Online Banking (FPX)

  • Credit/Debit Cards

  • Cash on Delivery (COD), where available

You will receive an order confirmation via email or WhatsApp.

Once confirmed, orders cannot be modified.

1.5 Delivery & Pickup

We deliver within selected areas in Malaysia.

Delivery Terms:

  • Delivery times depend on stock availability and distance.

  • Please ensure someone is available to receive the order.

  • Re-delivery may incur additional charges.

Self-Pickup:

Orders can be collected from our store during business hours.

Please bring your order confirmation for verification.

1.6 Product Handling

We maintain strict cold-chain handling to preserve product freshness.

Customers are responsible for:

  • Storing frozen products at –18°C or below.

  • Consuming products before expiry.

  • Avoiding repeated thawing and refreezing.

💰 2. Refund & Return Policy

2.1 Non-Returnable Products

Due to the perishable nature of our products, we do not accept returns or exchanges after the delivery.

2.2 Refund Eligibility

Refunds are provided only in the following cases:

  • Wrong or missing items in your order;

  • Items damaged or spoiled upon delivery (photo evidence required within 12 hours);

  • Order cancelled before it is processed or dispatched.

To request a refund:

  1. Contact us via email or WhatsApp within 24 hours of delivery.

  2. Provide your order number, photo evidence, and reason for refund.

Once approved, refunds will be processed within 3–7 working days via the original payment method.

2.3 Non-Refundable Situations

Refunds will not be issued for:

  • Change of mind;

  • Delay caused by customer unavailability;

  • Product quality issues due to improper storage should be informed within 2 hours after the delivery.

  • đŸ“± Phone / WhatsApp: +6 012-553 7533

2.4 Cancellation Policy

Orders can be cancelled before processing or packing.

Once packed or dispatched, cancellation is not possible.

🔒 3. Privacy Policy

3.1 Overview

Hamid Fresh & Frozen respects your privacy and complies with the Personal Data Protection Act (PDPA) 2010 of Malaysia.

This Privacy Policy explains how we collect, use, and protect your personal data.

3.2 Data We Collect

We may collect:

  • Name, phone number, email, and address;

  • Payment details (processed securely via our payment partners);

  • Order history and preferences;

  • Website usage data (cookies, analytics, etc.).

3.3 How We Use Your Data

Your information is used for:

  • Processing and delivering orders;

  • Customer support and communication;

  • Payment verification;

  • Promotions, offers, or newsletters (only with your consent);

  • Improving website experience and service quality.

3.4 Data Protection

We implement reasonable security measures to protect your personal information from loss, misuse, or unauthorized access.

All online payments are processed via secure SSL-encrypted channels.

3.5 Data Sharing

We do not sell or rent your personal data.

We may share limited data only with:

  • Delivery partners for shipping;

  • Payment gateways

  • Legal authorities when required by law.

3.6 Cookies

Our website may use cookies to improve user experience.

You may disable cookies in your browser settings, though some features may not function properly.

3.7 Your Rights

Under PDPA, you have the right to:

  • Access and correct your personal data;

  • Withdraw consent for data processing;

  • Request deletion of your data (subject to legal retention requirements).

To exercise these rights, contact us via the details below.

⚖ 4. Limitation of Liability

Hamid Fresh & Frozen shall not be liable for:

  • Any indirect or consequential losses;

  • Damages due to improper product handling after delivery;

  • Delays due to events beyond our control (weather, transport issues, strikes, etc.).

🌐 5. Governing Law

These Terms, Refund, and Privacy Policies are governed by the laws of Malaysia.

Any disputes shall be resolved under the jurisdiction of the Malaysian courts.

📞 6. Contact Information

Hamid Fresh & Frozen

📧 Email: info@hamidfrozen.com.my

đŸ“± Phone / WhatsApp: +6 012-553 7533

🌍 Website: https://hamidfrozen.com.my

🕘 Business Hours: Monday – Saturday, 9:00 AM – 6:00 PM