This policy explains when a refund, return or exchange is available for orders placed with OneFood Trading Sdn. Bhd. Because our catalog is sold by the wholesale carton or case, and food and beverage products are subject to shelf life, storage and food-safety considerations, this policy sets out what is and isn't covered, and should be read together with our Terms & Conditions.
OneFood Trading supplies wholesale food and beverage cartons or cases, priced and sold as complete units rather than individual pieces. Because each unit is packed against real stock on hand, and because food and beverage products carry shelf life and storage requirements, this policy sets out clearly what qualifies for a refund, return or exchange so there are no surprises once an order is confirmed.
Unopened cartons or cases in their original packaging may be returned for a refund or exchange within 3 calendar days of delivery, provided the full carton or case is returned together, remains within its stated shelf life, and is accompanied by proof of purchase. The Client is responsible for return shipping costs unless the return is due to our error or a defect covered under Clause 4. Opened cartons, part-cases, or items that are no longer in resaleable or food-safe condition, are not eligible for return under this clause.
Every product listing states an approximate net weight or fill quantity, and pack weight may vary slightly between units within the same production run, consistent with standard food manufacturing tolerances. Product packaging and labelling may also differ slightly from photographs shown on the website due to supplier packaging updates, monitor brightness, display settings and photo-taking environment. Variance within these stated tolerances is not considered a defect and is not eligible for return, refund or exchange under this policy.
If an item arrives damaged, defective, already past its expiry or best-before date at the point of delivery, or with a fault beyond the tolerance described in Clause 3, notify us within 48 hours of delivery at onefoodtrading@outlook.com, including your order reference, a description of the fault, and clear photographs of the affected items, packaging and expiry date labelling. Claims submitted after this window may still be considered at our discretion but cannot be guaranteed. Once verified, we will offer, at our discretion, a replacement of the affected units, a partial refund reflecting the affected quantity, or a full refund where the fault affects the entire order and a suitable replacement is not available.
If we ship a SKU, quantity or case count that does not match your confirmed order, this is treated as our error and Clause 4 applies in full, at no cost to you, including return shipping of the incorrect items where applicable.
To start a return or claim, email onefoodtrading@outlook.com with your order reference and the reason for the request. We will confirm eligibility, and where a physical return is required, provide instructions for how and where to send the goods, including any cold-chain handling needed in transit. Please do not send items back before receiving this confirmation, as unsolicited returns may not be processed promptly and food items may not be accepted back into stock for safety reasons.
Approved refunds are issued by bank transfer to the account used for the original payment, or another account you nominate in writing, within 14 business days of approval. Refunds are issued in Malaysian Ringgit (MYR); where the original payment was made in another currency, the refunded amount reflects the MYR value received, less any transaction charges already incurred by OneFood Trading that are not recoverable.
The following are non-refundable except where the entire order is cancelled due to our error: outbound freight, cold-chain and courier charges once goods have been dispatched, and customs duties or import taxes paid on international shipments. These represent real, non-recoverable costs paid to third parties on the Client's instruction.
For bulk orders requiring a deposit, cancellation before the order has been packed and before the deposit has been committed to stock allocation is refundable in full. Cancellation after packing has commenced forfeits the portion of the deposit already committed to stock and handling costs incurred up to that point, with any remaining balance refunded. We will provide a breakdown of costs incurred on request.
Single-unit samples requested to evaluate taste, packaging or quality before committing to a full wholesale carton or case are charged at cost and are non-refundable, as they are set aside specifically for your evaluation. Sample charges may be credited against a subsequent bulk order at our discretion, where agreed at the time the sample is requested.
Exchanges for a different SKU or flavour follow the same eligibility conditions as Clause 2 and are subject to stock availability. Exchanges are not available where the item falls within the weight or packaging tolerance described in Clause 3, or where remaining shelf life is too short to support resale.
For any refund, return or cancellation request, contact onefoodtrading@outlook.com or call +6011-4958 9718, quoting your order reference. Our registered address is 13A-15, Menara Mutiara Central, 2, Jalan Desa Aman 1, Cheras Business Centre, 56100 Cheras, W.P. Kuala Lumpur, Malaysia.