Return & Refund Policy

At MR SEABASS, we take great care to ensure that our frozen seafood products are prepared, packed and delivered in good condition. As our products are perishable and require temperature-controlled handling, returns and refunds are subject to the conditions below.

1. Returns

   Due to food safety and hygiene considerations, all frozen and perishable food products sold by MR SEABASS are not returnable or exchangeable once delivered, except where the product received is:

   • Incorrect or different from the item ordered;
   • Damaged or compromised upon delivery;
   • Defective or otherwise unfit for consumption upon receipt; or
   • Missing from the delivered order.

   Change of mind, personal taste preferences, incorrect orders made by the customer, or products that have been improperly stored or handled after delivery are not eligible for return, exchange or refund.

2. Reporting an Issue

   If there is an issue with your order, please contact us within 12 hours of receiving yourd delivery.

   To help us assess your claim, please provide:

   • Your order number;
   • A description of the issue;
   • Clear photographs or videos of the affected product;
   • Clear photographs or videos of the parcel with tracking number;
   • Photographs of the product packaging and label; and
   • Where relevant, photographs showing the condition of the parcel upon arrival.

   Please retain the affected product and its original packaging until our customer service team has completed the assessment. Do not discard the product unless advised by our team.

3. Refunds & Replacements

   Once your claim has been reviewed and approved, MR SEABASS may, depending on the circumstances:

   • Replace the affected product;
   • Provide store credit or a voucher; or
   • Issue a full or partial refund for the affected item(s).

   The appropriate resolution will be determined based on the nature of the issue and applicable circumstances.

   Approved refunds will generally be made through the original payment method where practicable. Processing time may vary depending on the payment provider or financial institution.

4. Delivery & Cold Chain

   Frozen products should be transferred to appropriate frozen storage as soon as possible upon delivery.

   MR SEABASS will take reasonable care in preparing and arranging the delivery of your order. However, claims arising from improper storage, handling or prolonged exposure to unsuitable temperatures after successful delivery may not be eligible for a refund or replacement.

   Customers are responsible for providing accurate delivery information and ensuring that someone is available to receive the order where required.

5. Failed Delivery

   Additional delivery charges may apply if a delivery cannot be completed due to circumstances attributable to the customer, including:

   • Incorrect or incomplete delivery information;
   • The recipient being unavailable to receive the order; or
   • Failure to respond to reasonable delivery attempts.

   Refund eligibility for unsuccessful deliveries will be assessed on a case-by-case basis, taking into consideration the perishable nature and condition of the products.

6. Order Cancellation

   If you wish to cancel or amend an order, please contact us as soon as possible.

   Cancellation or amendment requests are subject to approval and may not be possible once the order has been packed, processed or handed over for delivery.

7. Food Safety Concerns

   If you believe a product may be unsafe for consumption, please do not consume it. Keep the product frozen where appropriate and contact our customer service team immediately with the relevant photographs, product information and batch details.

   Food safety concerns will be treated seriously and investigated accordingly.

8. Contact Us

   For return, refund or order-related enquiries, please contact:

   MR SEABASS Customer Service
   WhatsApp: +6018-2345155 | +6016-2070155

   Operating Hours:
   Monday to Saturday: 9:00am to 5:00pm
   Sunday: Closed

   Please include your order number when contacting us so that we can assist you efficiently.

This Return & Refund Policy does not exclude or limit any rights or remedies available to consumers under applicable Malaysian law.