Return Policy

Effective Date 25/10/2024

Interpretation and Definitions:

• "Company," "We," "Us," or "Our" refers to Itsy Healthy Enterprise (SA0547471-T), the entity providing products or services through the e-commerce website.
• "Website" or "Platform" refers to the https://itsyhealthyfood.com e-commerce website operated by Itsy Healthy Enterprise (SA0547471-T).
• "Policy" refers to this Shipping / Return Policy.

1. Shipping Policy:

1.1 Order Processing:

• Orders are typically processed same day delivery or within 1-5 business days from the date of purchase.

1.2 Shipping Methods:

• We offer various shipping methods, including standard and expedited options. The available options and associated costs are displayed at checkout.

1.3 Shipping Destinations:

• We currently ship to Malaysia. Shipping options and costs are displayed at checkout.
• For same day delivery only available for Klang Valley 
• To order frozen items, you must choose Outsource Runner (Same day delivery)

1.4 Shipping Confirmation:

• Once your order is shipped, you will receive a confirmation email with tracking information.

1.5 Can I change the delivery time/service if I selected the wrong option during ordering?

• Yes, you can. Please contact us via WhatsApp.

1.6 Can I request an exchange/refund if the received product packaging is torn/dented?

• If the product is torn/dented due to handling by the courier, we will not be responsible and no refund will be allowed. For every item that uses courier services, we will wrap it using bubble wrap with two layers or in a box.

1.7 What if I used courier service but my parcel is lost OR delayed more than 7 working days? 

• It's under your responsibility to contact the involved courier company to take action. This applies only if your parcel is already with the third party (courier company). Please check your tracking once again before you contact the courier  company.

2. Return Policy:

2.1 Eligibility:

• To be eligible for a return, items must be unused, in the same condition as received, and in the original packaging.

2.2 Return Period:

• You have a 7-day return window from the date of delivery to initiate a return.

2.3 Return Process:

• To initiate a return, please contact us at [email protected] to receive instructions. Return shipping costs are the responsibility of the customer.

2.4 Refunds:

• Refunds are subject to discussion between Itsy Healthy Enterprise (SA0547471-T) and the buyer. Please contact us to discuss your specific situation. We aim to find a fair resolution that satisfies both parties.

2.5 What if I received a package and I found out the item is missing or not as per order?

• Every order we will provide a photo for your reference. For missed items/not as per order we will resend the correct product according to your order list as soon as possible.
• Please make sure the product packaging is unopened, and the shipping cost will be bare by us. You can notify us within 12 hours from the time you received the package.

2.6 What if I am not interested in the product after receiving the package? Can I exchange it?

• Exchanges or refunds are not permitted if the product received matches with your order list.

2.7 What if I already open the product and I realize the product is damaged ? i.e problem with the texture or the menu does not match with advertisement/packaging after opening?

You can notify us via WhatsApp along with the following:

• Product images : 

• Expiration date / Product serial number :

• Issue with the product : 

We will inform headquarters (HQ) according to the brand you are referring to. It will take time to get feedback from HQ and will be informed via WhatsApp.

Reminder:

To return the wrong item via courier, avoid using standard mail. Please make sure it is wrapped properly.

Note: The refund process may vary depending on the circumstances of each return. We encourage open communication to address individual cases effectively.

3. Contact Information:

If you have any questions or concerns about our Shipping / Return Policy, please contact us at:

• Company Name: Itsy Healthy Enterprise (SA0547471-T)
• Address: Itsyhealthyfood, Jalan 1/125g, Taman Desa Petaling, 57100 Kuala Lumpur, Kuala Lumpur, Malaysia
• Email: [email protected]
• Contact Number: +601115389240

4. Changes to the Shipping / Return Policy:

We reserve the right to update or modify this Shipping / Return Policy at any time. Users will be notified of any changes through the e-commerce platform.

By making a purchase on the Itsyhealthyfood e-commerce platform, users acknowledge that they have read and understood this Shipping / Return Policy and agree to its terms.

Thank you for choosing Itsyhealthyfood.