Shipping Policy

Normal delivery for your order (a minimum order of RM20 is required) will typically take 3 to 5 business days (Delivery time is from 10am to 6pm) once payment is received, subject to the following conditions:

• Orders will only be processed and shipped on weekdays (Monday to Friday) and Saturday, but not on public holidays.
• Delivery may be delayed due to public holidays or extreme weather conditions.
• Your order will be shipped to the delivery address provided in your account on our website. This address cannot be changed once the order is placed, however, you can speak to our customer service via WhatsApp to change this address. We are not responsible for any loss or delay resulting from an incorrect address on the invoice.
• Shipping to remote and rural areas may take additional time.

Thank you for shopping with us. We look forward to delivering your order to you soon.

Shipping Area

Currently, we provide home delivery in Klang Valley, and West Malaysia. We do not deliver any order(s) to East Malaysia addresses and P.O. Box addresses or ship internationally.

Shipping Charges

What is the standard cut-off time for online orders?

Orders placed before 7:30am MYT on a weekday will be processed on the same day, while order(s) placed after 7:30am (MYT) will be processed only on the following business day. Order(s) received on Friday after 7:30am, Saturday, Sunday, and Public Holidays, will be processed on the following business day.

What happens if I’m not available when my package is delivered?

If you are unable to receive and sign for your order upon delivery, our logistics provider will contact you to schedule a second delivery. For the safety and security of your order, we do not allow requests to leave the order unattended at the delivery address without someone to sign for it.

Returns Policy

At this time, we only accept return requests for damaged, faulty, or incorrect items received in orders placed on our website. Our returns policy lasts for 7 days. If 7 days have gone by since your purchase, unfortunately we are unable to offer you a refund or exchange of Products.

To be eligible for a Product return, your item must be unused and in the same condition when you received it. It must also be in original packaging.

HOW TO MAKE A RETURN

Contact Customer Service

Contact our customer service at (+60) 18-2733685 between Monday to Friday 9.00am – 12.30pm; or 2.00pm – 5.00pm; excluding Public Holidays OR by sending an email to: customercare@lefreshgrocer.com, to let us know your request of refund or exchange.

Complete the necessary documentation

Our Customer Service will instruct you to fill-in the necessary Return Form. For faulty products, kindly provide the following details to us:

1. Photo/Photos for evidence.
2. Proof of purchase. (For example, Screenshot(s) of Order/invoice, email confirmation, payment info etc.

Processing the Return

• Returning an item. We will notify you once we have received and inspected all the supporting evidence materials and understanding the chronology of handling the product. We will then let you know whether the returning an item is approved. You should also keep the delivery box, packing materials, and the damaged/faulty/incorrect items for return. If you want to return the items using our designated logistics provider, we will arrange for the items to be collected and will cover the shipping costs. If you choose to use a different method to return the items, you will be responsible for all costs and charges involved and we will not cover the shipping costs.
• Processing the refund. We will process the approved refund for any returned products within 15 business days of receiving them after we have received and inspected all the supporting evidence materials and understanding the chronology of handling the product. You will receive an email notification about the status of your refund from our Customer Service team. Please discuss the payment methods of refunds with our Customer Service team. Normally, refunds will only be made to the original payment method used for the purchase. The time it takes for a refund to appear on your payment method account may vary depending on the issuing bank. For more information, please contact the issuing bank.
• Exchange an item. We will notify you once we have received and inspected all the supporting evidence materials and understanding the chronology of handling the product. We will then let you know whether the exchange of an item is approved. If the exchange request is approved, we will ship the replacement Product to you within 7 Business Days.

Additional Information

Contact us at customercare@lefreshgrocer.com for questions related to refunds and returns. Our customer service also can be contacted at (+60) 18-2733685 between Monday to Friday 9.00am – 12.30pm; or 2.00pm – 5.00pm; excluding Public Holidays.

This policy does not affect your consumer rights under the Malaysian law.