RETURN, EXCHANGE & REFUND POLICY
1. Our Commitment
At AFB Commerce Trading Sdn Bhd (“we”, “us”, “our” or the “Company”), we are committed to supplying quality food and beverage products and ensuring that orders are fulfilled accurately.
This Return, Exchange & Refund Policy explains how customers can report damaged, defective, incorrect, incomplete or undelivered orders purchased through our official online store.
As our products include food and beverage items, we follow appropriate food safety and hygiene procedures when assessing return requests.
This policy applies to eligible retail purchases made directly through our official online store, unless otherwise stated. Orders placed through third-party marketplaces, distributors, retailers or separate wholesale agreements may be subject to additional procedures or terms.
Nothing in this policy excludes or restricts any consumer rights or remedies that cannot lawfully be excluded under Malaysian law.
2. Eligible Reasons for Returns and Refunds
Customers may contact us to request an appropriate remedy in the following circumstances.
2.1 Damaged Products
If a product arrives damaged, leaking, crushed, broken, contaminated or otherwise affected during delivery, please contact us with details of the issue.
We may request photographs of the product, packaging and delivery parcel to help determine the cause and appropriate remedy.
2.2 Defective or Quality-Related Products
If a product has a suspected manufacturing defect, abnormal condition, compromised seal, unusual appearance or other quality issue, please stop using or consuming the affected product and contact us.
Depending on the circumstances, we may request the batch number, expiry or best-before date, packaging details and photographs for investigation.
Food safety concerns will be assessed promptly and handled in accordance with applicable requirements.
2.3 Incorrect Products
If you receive a product that differs from the product ordered, please notify us so that we can verify the order and arrange an appropriate remedy.
Depending on the circumstances, we may offer a replacement, exchange or refund as appropriate.
2.4 Missing Items or Incorrect Quantities
If an order is missing products or the quantity delivered does not match the accepted order, please provide your order number and details of the missing items.
We will investigate the fulfilment records and arrange the appropriate remedy where the claim is substantiated.
2.5 Undelivered, Lost or Significantly Delayed Orders
If your parcel has not arrived within the applicable delivery period, please contact us so that we can investigate with the relevant courier or fulfilment partner.
Where an order is confirmed lost or cannot reasonably be fulfilled, we will arrange an appropriate remedy in accordance with applicable law and the circumstances of the order.
2.6 Other Statutory Rights
Customers may exercise any other rights or remedies available under applicable Malaysian law, including where goods fail to meet applicable statutory guarantees.
3. Reporting Period and Required Information
We request that customers report visible damage, incorrect items, missing products or suspected quality issues within 48 hours of receiving the parcel, where reasonably possible.
Prompt reporting helps us investigate delivery incidents, verify product batches and resolve issues efficiently.
The 48-hour reporting period is a requested reporting window and does not automatically extinguish any statutory right or remedy that may remain available under applicable law.
When submitting a request, please provide:
Your order number or invoice number.
Your name and contact details.
A description of the problem.
Clear photographs or other reasonable evidence, where applicable.
The product name, quantity, batch number and expiry or best-before date, where relevant.
The delivery tracking number or airway bill (AWB), if available.
If you cannot provide photographs or other requested evidence, please contact us to discuss alternative ways to assess your claim.
4. How to Request a Return, Exchange or Refund
Please follow these steps.
Step 1 — Contact us
Submit your request through our official customer service channel and include the information listed in Section 3.
Step 2 — Assessment
We will review the order details and available evidence. We may contact you for further information or arrange an inspection where reasonably necessary.
Step 3 — Resolution
If the request is approved, we will explain the proposed remedy, which may include a replacement, exchange, refund, collection or another appropriate solution, subject to applicable law.
Step 4 — Return or collection, if required
We will provide return instructions where the product needs to be returned. Do not send products to an address without first obtaining the relevant instructions, unless applicable law requires otherwise.
A failure to obtain prior approval will not, by itself, eliminate a statutory right that the customer is entitled to exercise.
5. Product Condition and Food Safety
For food safety, hygiene and traceability reasons, customers should retain the affected product and its original packaging until our assessment is completed, where it is safe and reasonable to do so.
Where a return is appropriate, we may request that the product be:
Unused and unopened, where reasonably applicable.
Returned with its original packaging and labels.
Accompanied by the relevant invoice or order details.
Stored in accordance with the product's instructions until collection or return.
However, an opened or consumed product may still be eligible for assessment if the complaint concerns a suspected manufacturing defect, contamination, product safety issue or another problem that could not reasonably be identified before opening.
Please do not consume a product that you reasonably suspect is unsafe. If a product presents a potential safety risk, contact us before attempting to return or transport it.
We may arrange collection or alternative evidence where returning a product would create a food safety risk or unreasonable cost.
6. Change-of-Mind Returns
Because our products include food and beverage items, we generally do not accept change-of-mind returns for products that have been dispatched, particularly where product integrity, hygiene or food safety may be affected.
Examples include:
Ordering the wrong product or flavour.
Changing your mind after the order has been dispatched.
No longer needing the product.
Purchasing an incorrect quantity.
Refusing a correctly supplied parcel for personal reasons.
We may consider exceptions at our discretion where appropriate.
This section does not restrict statutory cancellation, rejection, refund or other remedies that may apply under Malaysian law or any specific contractual arrangement.
7. Refusal of Delivery or Returned Parcels
Customers are encouraged to contact us before refusing delivery of a parcel.
A parcel refused without prior communication does not automatically qualify for a refund.
Where a parcel is returned to us by the courier, we will assess the circumstances, including the reason for refusal, the condition of the products, delivery records and any applicable statutory rights.
If the refusal resulted from a seller or courier error, damaged goods or another valid issue, we will investigate and arrange an appropriate remedy.
If the parcel was refused solely because the customer changed their mind, any refund or deduction for delivery or return costs will be assessed according to the applicable terms, disclosed charges and Malaysian law.
We will not use this section to deny a refund or other remedy that the customer is legally entitled to receive.
8. Refund Policy
Where a refund is approved or legally required, we will process it in accordance with the applicable circumstances and legal requirements.
Depending on the transaction, the refund may cover:
The price paid for the affected product.
The full order amount where the entire order qualifies for a refund.
Applicable delivery charges where refundable under the circumstances or required by law.
Other amounts or remedies required by applicable law.
For a partial return or a claim affecting only certain products, we will assess the appropriate refund amount based on the affected items and the relevant circumstances.
Where Malaysian consumer law gives a customer a right to a refund, we will not substitute store credit or loyalty points in place of that legally required refund without a lawful basis.
8.1 Refund Method
Refunds will generally be made through the original payment method where reasonably practicable.
Depending on the original transaction, payment provider and applicable arrangements, the process may involve:
Credit or debit card reversal.
Online banking or other payment-provider refund.
Refund to an eligible monetary wallet balance, where appropriate and agreed or otherwise permitted.
Another lawful refund method agreed with the customer.
8.2 Store Credit
Store credit may be offered as an optional alternative where appropriate.
Any store credit offered will be subject to clearly disclosed conditions, including validity, eligible products and permitted use.
Store credit will not replace a cash refund or another remedy where applicable law requires that remedy.
8.3 Refund Processing Time
We aim to initiate approved refunds within 7 business days after the refund is approved or the relevant legal obligation arises, as applicable.
The time required for the funds to appear in the customer's account may depend on the payment provider, bank or financial institution.
If a refund is delayed, please contact us with your order number so that we can investigate.
9. Exchanges and Replacement Products
Where a replacement or exchange is appropriate, we will confirm the available product and expected fulfilment arrangements.
Replacement products are subject to stock availability and applicable legal requirements.
If the original product is unavailable, we will discuss an appropriate alternative or refund, taking account of the customer's rights and the circumstances of the claim.
We aim to arrange approved replacements within 7 business days, subject to stock availability, collection requirements and delivery arrangements.
10. Return Shipping and Collection Costs
The allocation of return shipping and collection costs depends on the reason for the return and applicable law.
10.1 Seller or Fulfilment Error
Where a return or replacement is required because we supplied an incorrect, damaged, defective or non-conforming product, or otherwise failed to fulfil an order correctly, we will arrange or reimburse reasonable return or collection costs as appropriate and required by law.
10.2 Change of Mind
For an optional change-of-mind return that we agree to accept, the customer may be responsible for reasonable return shipping costs where this has been disclosed and is lawful.
10.3 Courier or Delivery Issues
Where a courier incident causes damage, loss or incorrect delivery, we will investigate and coordinate with the relevant delivery provider. The customer will not be required to resolve the courier claim alone as a condition of exercising a valid statutory right against us.
11. Loyalty Points, Wallet Balances and Promotional Benefits
If an order was paid for using a combination of monetary payments, digital wallet balances, loyalty points, vouchers or promotional credits, the refund will be assessed according to the applicable programme terms and the customer's legal rights.
Where appropriate:
Monetary amounts paid will be refunded using the applicable payment method.
Eligible loyalty points may be reinstated where a qualifying transaction is cancelled or refunded.
Promotional vouchers or discounts may be handled according to the applicable campaign rules.
Wallet transaction records may be adjusted to reflect the approved refund.
The treatment of each payment component will be explained where reasonably necessary.
We will not treat monetary wallet funds as equivalent to non-monetary promotional points or use promotional credits to replace a refund that must legally be made in money.
12. Wholesale and Business-to-Business Orders
Wholesale, distributor, retailer and other B2B orders may be governed by separate written trading terms, supply agreements, purchase orders or sales contracts.
Customers purchasing primarily for resale or business purposes should refer to the applicable commercial agreement for return authorisation, product claims, delivery discrepancies, stock rotation, damaged cartons and other business-specific arrangements.
Where a B2B agreement does not address a matter, we will assess it under the applicable contract and law.
Nothing in this section excludes any mandatory legal rights that may apply to the relevant transaction.
13. Suspected Fraud or Abuse
We may investigate return or refund requests where there are reasonable grounds to suspect fraudulent claims, altered evidence, repeated misuse or other improper activity.
We may request reasonable additional information and may decline a claim where the evidence establishes that the claim is not valid, subject to applicable law.
We will not reject a legitimate claim merely because a customer has previously made a return or refund request.
14. Product Safety Complaints and Recalls
If you believe a product may be contaminated, unsafe, incorrectly labelled or otherwise presents a potential health or safety concern, please stop using or consuming it and contact us promptly.
Please provide the product name, batch number, expiry or best-before date and relevant photographs, where available.
We may investigate the issue, trace the affected batch, contact relevant suppliers or authorities, and arrange appropriate corrective action, including replacement or refund where applicable.
15. Relationship with Other Policies
This policy should be read together with our:
Terms & Conditions.
Privacy Policy.
Shipping Policy, where published.
Loyalty Programme Terms, where applicable.
Digital Wallet Terms, where applicable.
Relevant wholesale or B2B trading agreements.
If a provision conflicts with a mandatory legal requirement, the legal requirement will prevail. If a specific agreement applies to a particular transaction, it will govern that transaction to the extent permitted by law.
16. Changes to This Policy
We may update this policy from time to time to reflect changes in our products, fulfilment procedures, payment arrangements or legal requirements.
The current version will be published on our website with the latest update date.
Changes will not retrospectively remove rights that have already accrued or override mandatory legal requirements.
17. Contact Us
For return, exchange, refund, damaged product, incorrect order or product quality enquiries, please contact:
AFB Commerce Trading Sdn Bhd
Customer Service Email: shop@afbsmm.com
Telephone: +6019-7651468
Please include your order number or invoice number in your enquiry.
We will review your request and respond as soon as reasonably practicable.