Refund policy
Cancellation Policy
If you changed your mind due to any reason, you may contact our Customer Service to cancel your paid order for a full refund within 24 hours of placing the order. However, there will be strictly no cancellation allowed after 24 hours for any processed orders.
Please note that it may take up to 14 days for the refunded amount to reflect in your card or bank account, depending on your selected payment method. Customer bank account details may be required for the refund procedure. Should there be a need to place a new order before the refund is processed, customers are required to make full payment to secure the new order as per usual.
Please be informed that the items from your order will be released to our webstore upon cancellation. Promotions that were applied to your cancelled order will not apply to your new order if the promotion period has passed at the time of new order. Kindly refer to our website for the latest product prices and availability.
Unclaimed Self-Collect Orders
On regular days, any self-collect order must be redeemed within 7 days from from selected pick-up date. Orders unclaimed after the stated period will be cancelled automatically with full refund.
Dec 2022 - Feb 2023: Due to limited storage space at physical stores during CNY peak period, all self-collect orders must be redeemed within 3 days from selected pick-up date. If the order has not been collected within the stated period, an additional handling fee of RM50 will be charged upon order collection. If you need to change your order collection date, please contact our customer service at least 3 days before the original collection date. *Date change is subject to daily order limit.
Missing / Damaged / Wrong Item Received
Kindly contact us within 24 hours of delivery and provide a photo of the following:
- the paper invoice that attached to your order, and
- the item(s) received
Our customer service will assist you to resolve the issue as soon as possible. Should there be any order issue, an adequate compensation will be given.
Unsatisfied with Our Products
Kindly contact us within 90 days of delivery and provide the following:
- a photo of the product packaging showing Fish Club sticker with batch code, and
- a photo / video showing the product condition (colour / texture etc)
Our customer service will assist you to resolve the issue as soon as possible.
We seek your kind cooperation as a quick chat is required for us to access the situation. Should there be any quality issue, an adequate compensation will be given.