Your rights and our process for refunds, returns and replacements
At Eatly Global, we take quality seriously. This policy describes the circumstances under which we accept refund or return requests, and the process for submitting them. Because we deal in frozen and chilled food products, the nature of our goods means that general retail return rights are modified — please read this policy carefully.
Under the Consumer Protection Act 1999 (Malaysia), perishable and frozen food products are generally not returnable once purchased, unless they are defective, unsafe, or not as described. Our policy is aligned with these legal provisions. We do not accept returns of food products that have been opened, partially consumed, or stored incorrectly after delivery.
We will process a refund or replacement in the following circumstances:
| Scenario | Resolution | Reporting Window |
|---|---|---|
| Product arrived damaged (packaging crushed, seals broken in transit) | Replacement or full refund | Within 24 hours of receipt |
| Wrong item delivered | Correct item sent or full refund | Within 24 hours of receipt |
| Product was spoiled or unsafe upon opening (unopened seal, correct storage) | Replacement or full refund | Within 24 hours of opening |
| Product significantly different from website description | Refund or exchange | Within 48 hours of receipt |
| Order was paid for but not delivered | Full refund | Within 7 days of expected delivery |
| Product quality complaint (purchased within 30 days) | Investigation, replacement or partial refund at our discretion | Within 30 days of order date |
We are unable to process refunds or returns in the following cases:
Step 1 — Contact us immediately:
Email eatlyglobal@gmail.com or call +603 8959 3925 as soon as you identify the issue. Include:
Step 2 — Submit through the product page (registered customers):
If you have a customer account, you may also submit a formal complaint directly from the product page within 30 days of your purchase. Log in, navigate to the product, and click "Enquire / Complaint".
Step 3 — We investigate:
We will acknowledge your request within 1–2 business days. We may ask for additional information or photos. Once our investigation is complete, we will advise the outcome — replacement, refund, or explanation.
Once a refund is approved, processing time depends on your original payment method:
| Payment Method | Refund Timeline |
|---|---|
| PayPal | 3–5 business days (after refund initiated by us) |
| Curlec / FPX (Online Banking) | 5–7 business days (subject to bank processing) |
| Bank Transfer | 3–5 business days (back to the originating account) |
| Cash on Delivery (COD) | Manual bank transfer within 5 business days of approval |
Refunds will be issued to the original payment method used for the order. We do not issue cash refunds for online orders.
Where a replacement is offered instead of a refund, we will dispatch the replacement item using the same or an equivalent delivery method as the original order, at no additional cost to you. Replacement items are subject to availability. If the item is out of stock, we will offer a full refund.
If you need to cancel your order before it has been dispatched, contact us immediately. Cancellations of unprocessed orders will receive a full refund within the timeline stated above based on the payment method used.
Once an order has been dispatched, it cannot be cancelled. Please refer to the eligible refund scenarios in Section 2 if there is an issue after delivery.
If you are not satisfied with the outcome of your refund or complaint, you may escalate the matter to: