Return & Refund Policy

Thank you for shopping with TCL Food Link Sdn Bhd. We are committed to delivering high-quality products with proper handling and care. This Refund & Return Policy explains how we manage issues related to returns, refunds, and replacements.

1. Eligibility for Returns & Refunds

Because many of our products are perishable, not all items are eligible for return.
We accept returns or refunds only under the following circumstances:

The product received is damaged

The product received is incorrect

The product received is expired

The item condition raises genuine safety or quality concerns

Perishable items (chilled, frozen, fresh products) are not eligible for return unless there is an issue that fits the criteria above.

2. Conditions for Claims

To qualify for a refund, replacement, or return request, customers must:

Notify us within 24 hours of receiving the product

Provide clear photos or videos of:

The product

The packaging

The shipping label

Include the order number and a brief description of the problem

Claims submitted after 24 hours may not be accepted due to the nature of perishable goods.

3. Non-Returnable Items

The following items are not eligible for returns:

Frozen and chilled items without proven damage or quality issues

Items opened or consumed beyond the amount required for inspection

Items damaged due to improper storage after successful delivery

Items purchased during clearance sales or marked as non-refundable

Products that deteriorated due to missed delivery or failed attempts caused by customer absence

4. Incorrect or Damaged Items

If you receive the wrong item or an item that arrives damaged, we will:

Replace the item at no additional cost
or

Provide a refund if replacement is not possible

We may arrange a pickup for the incorrect item if required.

5. Refund Method

Approved refunds will be issued through one of the following:

Store credit

Original payment method

Bank transfer (for eligible cases)

Refund processing time: 5 to 14 business days, depending on the method.

6. Order Cancellation

Orders can only be cancelled before they are processed.
Once an order is packed or shipped, cancellation is not possible.

For chilled and frozen products, cancellations are not allowed once the order is placed due to temperature-control logistics.

7. Failed Delivery Situations

We are not responsible for quality issues arising from:

Customer unavailability during delivery

Incorrect or incomplete address

Failure to collect from the courier within the required timeframe

In such cases, refunds will not be provided.

8. Exchange Policy

Exchanges are only accepted when:

The product delivered is incorrect

The product delivered is defective or unsafe to consume

Exchanges for change of mind, taste preference, or mistakenly ordered items are not allowed.

9. Contact Us

For any refund, return, or product issue, please contact us at:

TCL Food Link Sdn Bhd
Email: tclfoodlink@gmail.com
Phone: +6016-355 5979
Address: 22, Jalan Perindustrian PP3, Taman Perindustrian Putra Permai,
43300 Seri Kembangan, Selangor, Malaysia.