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Returns and Refunds Policy

At Iddas Frozen, our priority is to deliver premium quality frozen products directly to your doorstep. Given the temperature-sensitive nature of our goods and our commitment to food safety, we have established a clear policy regarding returns and refunds.
General Policy on Returns:
Due to the inherent risks associated with maintaining the quality and safety of frozen food once it has left our control, we maintain a strict no-return policy on all delivered items. We cannot accept returns as we cannot guarantee the product has been stored at the correct temperature and handled appropriately after it has been in the customer's possession.
Circumstances for Refunds or Replacements:
While returns are generally not accepted, we are dedicated to ensuring your satisfaction. Therefore, we offer refunds or replacements under the following specific circumstances:
  • Significantly Damaged or Defective Products Upon Arrival: If your order arrives with packaging that is severely damaged, leading to a clear compromise in the quality of the frozen product (e.g., punctured packaging, signs of thawing and refreezing), or if you discover a significant defect in the product itself (beyond minor visual variations), you must notify us within 24 hours of the delivery time. To facilitate your claim, we require comprehensive photographic evidence of the damaged packaging and the defective product.
  • Delivery of Incorrect Items: In the event that you receive items that do not match your order, please inform us within 24 hours of the delivery time. We will thoroughly investigate the discrepancy and, upon verification, arrange for the shipment of the correct items or issue a full refund for the incorrect items. We may request photographic evidence of the incorrect items received.
  • Confirmed Non-Delivery of Order: If your order does not arrive within the estimated delivery timeframe provided at the time of purchase, please contact us. We will initiate an investigation with the shipping carrier. If the non-delivery is confirmed by the carrier, we will offer you the option of a full refund or, where feasible, a reshipment of your original order.
Addressing Customer Misconduct:
  • We trust our customers to handle our products responsibly upon delivery. However, Iddas Frozen will not be liable for refunds or replacements in the following circumstances that are deemed to be the result of customer misconduct or negligence:

  • Failure to Be Present for Delivery: If you are not available to receive your order during the agreed-upon delivery window, and this results in the thawing or spoilage of the frozen products, we will not be able to offer a refund or replacement. It is your responsibility to ensure someone is available to accept the delivery.
  • Incorrect Delivery Address Provided: If the delivery address provided during the checkout process is incorrect or incomplete, leading to non-delivery or delays that compromise the product quality, Iddas Frozen will not be responsible for any losses. Please double-check your shipping information before finalizing your order.
  • Improper Storage After Successful Delivery: Once the delivery has been successfully completed and the products are in your possession, it is your responsibility to ensure they are stored correctly according to the instructions provided on the packaging. We will not issue refunds or replacements for products that have spoiled due to improper storage after delivery.
  • Intentional Damage or Tampering: If there is evidence to suggest that the damage or defect to the product was intentionally caused or the product has been tampered with after delivery, your claim will be rejected.
Addressing Accidents or Issues Caused by the Shipping Company:
  • While we take utmost care in packaging your order to ensure it arrives in excellent condition, unforeseen accidents or mishandling by the shipping carrier can occasionally occur. In the event of damage or loss caused by the shipping company, we will take the following steps:

  • Visible Damage Upon Delivery: If you notice significant damage to the packaging at the time of delivery, please document it thoroughly, ideally with photographs, and make a note of the damage with the delivery driver if possible. Refusing the delivery in such cases can help expedite the claim process. Please notify us within 24 hours of the attempted delivery with the documentation. We will then work with the shipping carrier to file a claim and, upon their confirmation of liability, we will offer you a refund or a replacement of your order.
  • Concealed Damage Discovered After Delivery: If you discover damage to the product that was not evident from the external packaging, please contact us within 24 hours of delivery with clear photographic evidence of both the packaging and the damaged product. We will assess the situation and may need to coordinate with the shipping carrier for their investigation. Resolution (refund or replacement) will be determined based on the outcome of the shipping carrier's investigation and our assessment of responsibility.
  • Lost or Significantly Delayed Shipments: If your order is significantly delayed or lost in transit by the shipping carrier, we will initiate an investigation with them. If the carrier confirms the loss or significant delay that has compromised the product quality, we will offer you a full refund or a reshipment of your order, depending on product availability.
How to Initiate a Claim:
  • To request a refund or replacement under the eligible circumstances, please:

  • Contact our dedicated customer support team via email at [iddasindustry@gmail.com] or through the contact form on our website at [Link to Contact Form/Page].
  • Clearly articulate the issue you have encountered and provide your order number for easy reference.
  • Attach clear and comprehensive photographic evidence where applicable (damaged packaging, defective product, incorrect item).
  • Retain all original packaging materials as they may be required for the shipping carrier's investigation.
  • Our customer support team will carefully review your claim and will strive to provide a resolution within [14] business days. We may require additional information or documentation to process your claim effectively.
Final Considerations:
  • All refunds will be processed to the original payment method used for the purchase. Please allow [4] business days for the refund to be reflected in your account, depending on your financial institution.  
  • This policy is applicable only to purchases made directly through our official website [https://iddas2u.my/].
  • Iddas Frozen reserves the right to make amendments to this policy at any time without prior notification. The most current version of the policy will always be available on our website.
We are committed to ensuring your satisfaction with our products and services. We appreciate your understanding of the complexities involved in shipping frozen goods and our efforts to maintain the highest standards of quality and safety. If you have any questions or concerns regarding this policy, please do not hesitate to reach out to our customer support team.