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Terms & Conditions

How can I obtain a refund for an item I’ve purchased?

We’re here to help with anything you need, so for all returns and exchanges please call our Customer Service Team or approach to WhatsApp service and they’ll take it from there.


How long do I have to return a product?

Your rights to refund or exchange are not limited to a set time. However, time periods can vary from product to product, particularly fresh food. For example, it would be best to return a product prior to its expiration date.


What personal information is required for a refund without proof of purchase?

For refunds and exchanges over RM $60 you may be required to present identification that confirms your name, address and signature.


I’ve changed my mind and no longer want an item I’ve purchased. Can I return it?

You sure can, just make sure the product is unopened, in its original packaging and you have clear proof of purchase, or valid photo ID for refunds/exchanges over $30.


How can I get a refund if I lost my receipt or I elected not to receive one?

Products with a purchase price of less than RM $60 can be exchanged, refunded in cash or reimbursed in the original payment method.


However, by providing us with some simple information regarding your transaction (such as the date, time and amount of your transaction), we can access and readily provide to you a copy of your receipt for up to 10 Days prior to the current date.


What should I do if I've received a damaged product in my order?

We're sorry to hear that you haven't received a product in it's best condition. If you have unfortunately received a damaged/spoilt product, please let us know via FRESHNGO Customer Service WhatsApp, and select "Damaged items" or "Product Quality" in the Enquiry Subject. Our team will then arrange a refund (funds may take 3-5 days to reflect back into your account).


What do I do if I have an item missing from my order?

If an item marked as 'supplied' on your invoice is not in your order, please let us know via FRESHNGO Customer Service WhatsApp. Please note that items that were substituted will be outlined in the tax invoice.


What if I have a question about my order or a billing issue?

For help with your order or billing issue, have a search through our FAQs for specific issues, or contact us FRESHNGO Customer Service.


How long until I see the refund amount back in my bank account?

Refunds can take up to 3-5 business days to appear back onto your credit card or into your account due to bank processing.


How can I be refunded?

Each refund type will depend on the payment method of the item.

Credit Card purchases are either refunded back to the same Credit Card that made the purchase, or a Cash is generated for the refund amount.