Return and Refund Policy

We want you to have a great experience shopping with Fresh Catch AA. This section outlines our policies on shipping, delivery, returns, and refunds. Please read it carefully before making a purchase, especially since we deal in perishable goods. By placing an order with us, you agree to the following Delivery and Return/Refund terms.

Delivery Policy

Shipping Coverage: We currently ship orders within Malaysia only. We do not ship internationally at this time. Orders will be delivered to the shipping address specified at checkout, so please ensure all details are correct and complete.

Order Processing: Orders are typically processed (prepared for shipment) within 1 business day after payment confirmation. Orders placed on weekends or public holidays will be processed on the next business day. During peak periods or promotional events, processing might take slightly longer, but we will endeavor to keep you informed of any unusual delays.

Delivery Timeframe: We strive to deliver your order as quickly as possible while ensuring product quality (especially for frozen or fresh items). Our estimated delivery timeframes are:

• Klang Valley: Next Business Day Delivery. If your delivery address is in the Klang Valley region, once your order is processed and dispatched, it is usually delivered by the next business day (Monday–Friday). For example, an order shipped out on Monday will aim to arrive by Tuesday (barring unforeseen delays).
• Other States (within West Malaysia): Approximately 3–5 Business Days. Deliveries to addresses outside Klang Valley, but within Peninsular Malaysia, typically arrive within three to five business days after dispatch. This includes locations in other states such as Johor, Penang, etc.
• East Malaysia (Sabah & Sarawak): At this time, we primarily serve the Klang Valley and West Malaysia. If we expand delivery to East Malaysia, expected delivery times would likely be longer (e.g., 4–7 business days or more). Currently, please contact customer service if you have a special request for delivery to East Malaysia.

(“Business days” exclude Saturdays, Sundays, and public holidays. Note that if an order is shipped just before a weekend or holiday, carriers may experience slight delays.)

We partner with reliable courier services and also operate our own delivery fleet for local deliveries to ensure your seafood and groceries reach you in good condition. Once your order is shipped out, you will receive a notification (email or message) with tracking information (if available) or an estimated delivery schedule.

Delivery Charges: Shipping or delivery fees will be calculated at checkout based on your location and order weight/size (if applicable). We may offer free shipping under certain conditions or promotions – for example, we might waive delivery fees for orders over a certain amount, or provide free delivery during special promotional periods. Any such free shipping offers will be advertised on our site (e.g., “Free Delivery for Orders Over RMX” or “Free Shipping this Month”) and applied automatically if conditions are met. If your order does not qualify for free shipping, the applicable delivery charge will be shown before you confirm payment. We reserve the right to change our delivery fee structure and any free shipping thresholds, but any changes will not affect orders already placed.

Delivery Timing & Scheduling: Deliveries are typically made during normal business hours (e.g., 9:00 AM to 6:00 PM, Monday to Friday). For Klang Valley customers, we may offer more precise delivery slots or even same-day delivery options in the future. While we currently do not guarantee specific delivery time slots as part of standard service, you may leave a remark during checkout if you have a preferred delivery date or special instructions, and we will do our best to accommodate when possible. We will confirm with you if we can meet a preferred date/time. Our team or the courier will usually contact you (via call or text) prior to arrival, especially for fresh deliveries, to ensure someone is available to receive the order.

Receipt of Delivery: Upon delivery, the recipient may be asked to sign a delivery note or acknowledge receipt. It is the customer’s responsibility to have someone available to receive the delivery at the provided address. If you anticipate that you might not be home, please consider arranging for someone (e.g., a family member or neighbor) to receive the package on your behalf. Important: We pack perishable items like seafood with proper cooling materials, but they should be transferred to refrigeration/freezer as soon as possible upon delivery. We are not responsible for spoilage or quality deterioration of products if delivery was attempted and no one was available to receive the items timely, or if the items are left uncollected for an extended period.

If no one is present at the delivery address during the first attempt, our delivery team or the courier will attempt to contact you to reschedule. A notice or message may be left. We can arrange one additional delivery attempt; however, we may need to charge a re-delivery fee (e.g., to cover the driver’s cost or courier’s fee) if the first attempt failed due to no recipient present. If we cannot reach you or arrange a successful re-delivery within a reasonable time, the order may be returned to us. For perishable items, please understand that we may have to dispose of returned food for safety reasons, and a refund may not be possible in such cases. We will handle these situations on a case-by-case basis.

Packaging: We take great care in packing your orders, especially for cold or frozen goods. Your seafood and frozen items will be packed with insulated materials and ice packs or dry ice as necessary to maintain proper temperature during transit. If you notice any package damage or leakage upon arrival, please inform the delivery person and contact us immediately.

Delivery Issues: If your order is not delivered within the expected timeframe, or if tracking shows an issue, please contact us so we can assist. Occasionally, delays might occur due to unforeseen factors (weather conditions, road disruptions, courier backlog, etc.). We will work to inform you of any delay and ensure your order gets to you as soon as possible.

Return & Refund Policy

General Policy: At Fresh Catch AA, we stand by the quality of our products. Due to the nature of our items (many of which are perishable food products), all sales are considered final. However, we will make exceptions and offer resolutions in cases where there is a genuine issue with the order caused by us (or our suppliers), such as product defects or errors. In short, we do not accept returns or refunds for change of mind or personal preference, but we will accept returns/refunds under the following circumstances:

• Incorrect Item or Order Error: If you received the wrong item(s) not matching your order – for example, a different product or missing item – we will arrange to provide the correct item or otherwise make it right. Please let us know immediately if something is incorrect or missing in your delivery. We may offer to send you the correct item at no additional cost, or issue a refund or store credit for the affected item, as appropriate.
• Damaged or Spoiled Product on Arrival: We carefully inspect all items before dispatch, but if a product arrives in a damaged or spoiled condition, please inform us right away. “Damaged” could mean packaging that is broken causing the product to be exposed or compromised; “spoiled” refers to food that has perished, is emitting an off odor, or shows signs of contamination upon delivery. In such cases, we will refund or replace the product as appropriate. For example, if a bag of seafood arrived spoiled due to a shipping delay or a packaging failure, we can send a replacement of the same item at our expense, or issue a refund if replacement is not feasible.
• Quality Issue/Defective Product: If you discover a quality issue with a product (for instance, an item that is expired upon arrival, or a seasoning packet that is leaking due to a defect), please contact us. We may classify this under “defective” items. As with damaged goods, we will offer a suitable remedy – usually a replacement or refund for that item, depending on your preference and product availability.
• Order Not Received: If an order is confirmed as lost in transit or never delivered to you (despite the correct address and payment), we will investigate with the carrier. In cases where the carrier confirms loss or non-delivery, we will either send a replacement order or issue a full refund for the missing order, per your preference.

Notification and Timeframe: To be eligible for a return or refund under the above exceptions, you must notify us within a reasonable time after receiving your order. Because our products are often perishable, we request that you inspect your goods immediately upon delivery. If you find an issue, please contact our customer service within 24 hours of delivery for perishables (or within 7 days for non-perishable goods, if any) to report the problem. Claims for issues made beyond these time frames may be difficult to verify and may not be honored, especially for perishable items.

When you contact us about a defective/incorrect item, please provide the following if possible:

• Your order number and details of the affected item(s).
• A brief description of the issue (e.g., “received item X instead of item Y”, “fish packaging broken and fish spoiled upon arrival”).
• Photographic evidence of the problem, if available. For example, a photo of the wrong item, the damaged package, or the spoiled product. This helps us verify the issue and continually improve our service.

Our customer service team will review your case promptly. In some situations, we might arrange a pickup of the defective/wrong item or ask you to return it to us (at our cost) for inspection, especially for non-perishable products. For perishable food that is spoiled, we generally do not expect you to return the spoiled item (for hygiene and practicality), but we may ask for a photo and then advise you to dispose of it safely.

Resolution (Refunds or Replacements): If your claim is approved, we will work with you on a resolution:

• Replacement: If stock is available and time permits (for perishable goods), we can send you a replacement item at no extra charge. We will schedule the replacement delivery as soon as possible, at a mutually agreeable time. Replacement of incorrect or damaged items will be delivered to you at our expense.
• Refund: Alternatively, you may choose to receive a refund for the affected item(s). Refunds will be processed back to your original method of payment whenever possible. For example, if you paid by credit card or online banking, the refund will be issued to that same account or card. Please allow a certain amount of time for the refund to be reflected, as banks or payment gateways might take 5-10 business days to credit the amount. We will keep you informed when the refund is processed on our end.
• Store Credit: In some cases, we can offer store credit or a coupon of equivalent value, if you prefer, which you can use for your next purchase on our site.

If only part of an order had an issue (for instance, one out of five items was wrong or spoiled), any refund or credit will typically only cover the value of the affected item, not the entire order, unless the issue affects the entire order.

No Returns for Perishables (Except Issues): As a general rule, perishable goods (such as fresh or frozen seafood, meats, and other food items) cannot be returned due to health, safety, and hygiene reasons. We cannot resell or reuse any food items that leave our chain of custody, so once delivered to you, we cannot take them back just because you changed your mind or ordered too much. We appreciate your understanding that this policy is in place to protect all customers (for example, preventing any risk of tampering or temperature abuse of returned food). That said, if there is a verified quality issue or mistake on our part, we stand by our products and will of course make it right through a refund or replacement as described above.

Non-Perishable Items: If we also sell some non-perishable products (for example, kitchen accessories, packaged condiments, or merchandise), returns on those may be considered on a case-by-case basis. Generally, non-perishable, unused items in their original unopened packaging could be eligible for return within 7 days of delivery if there is a valid reason. However, the customer would need to get approval from our customer service before sending any item back. We may require that you ship the item back to us in its original condition, and once received and inspected, we would issue a refund for the item price. Note that shipping fees are usually not refundable for such returns, and the customer may bear the return shipping cost unless the return is due to our error or a product defect.

Exchanges: We do not offer direct exchanges of products (for example, swapping one item for another) because of the complexity of inventory management, especially with perishable stock. If you received a defective or wrong item, the “exchange” is handled by sending a replacement of the same item (correct item) as described above. If you wish to get a different product altogether, you would need to place a new order for that product and we would handle the original item per the refund policy if applicable.

Order Cancellations: Once an order is placed and paid, it enters our processing queue quickly. If you need to cancel or modify an order, please contact us immediately. We may, at our discretion, allow an order to be canceled if it has not yet been processed or shipped. However, if the order preparation has begun (especially for fresh products that are cut to order or packed), or if it is already out for delivery, we might not be able to accommodate a cancellation. In cases where a cancellation is approved, we will refund the paid amount via the original payment method. We reserve the right to charge a cancellation fee (up to 20% of the order value) if significant processing has been done prior to cancellation, to cover costs incurred (this typically applies only to large orders or special procurement we did on your behalf). We will always communicate with you about the status and whether cancellation is possible at the time of your request.

Contact for Returns/Issues: To report any issue covered by this policy or to inquire about a return/refund, you can reach out to our Customer Service at:

• Phone/WhatsApp: +60124699045
• Email: order@freshcatch-aa.com
• Website Contact Form: You may also use the contact form on our website’s “Contact Us” page to submit the information.

Our customer service operates [insert operating hours, e.g., Monday–Saturday, 9am–6pm]. We will respond as promptly as possible and guide you through any required steps.

Refund Timeline: Once a refund is approved, we will process it within [X] business days on our end. The time it takes for the refunded amount to reflect in your account depends on your payment issuer. If you have not received an expected refund within 10 business days after our confirmation, please let us know so we can assist in checking with the payment provider.

Final Note: We reserve the right to decline a return or refund claim if we find that the conditions of this policy are not met, or if there is evidence of fraud or abuse of the policy. For instance, repeated excessive refund requests or attempts to return used items may be flagged. However, we always aim to be fair and reasonable – our goal is your satisfaction and trust.

By making a purchase on our site, you agree to this Return and Refund Policy. We appreciate your business and will do our best to ensure you are happy with your purchase!