Overview
At SUBZERO NIBBLES SDN BHD, we are committed to providing high-quality products and a smooth shopping experience. We understand that, on occasion, you may need to cancel an order or return a product. This policy outlines your rights and our responsibilities regarding order cancellations, product returns, and refunds.
2. Cancellation Policy
We accept order cancellations within 12 hours of the order being placed. This gives our team a brief window to process cancellations before the order is prepared and dispatched.
2.1 How to Cancel an Order
To cancel your order, please contact us by email at subzero-nibbles@outlook.com with the subject line:
“Order Cancellation – [Your Order Number]”
Please include the following details:
- Your full name
- Order number
- Reason for cancellation
If your request is received within the 12-hour window and the order has not yet been processed, we will cancel the order and issue a full refund to your original payment method.
If the 12-hour window has passed or the order has already been processed, cancellation may no longer be possible. In such cases, you may initiate a return upon receiving your item, subject to our return policy.
3. Return & Refund Policy
We offer a 30-day return window from the date of delivery. If you are not satisfied with your purchase, you may return the item for a refund provided it meets the conditions outlined below.
3.1 Eligibility for Returns
To qualify for a return, all of the following conditions must be met:
- The return request must be submitted within 30 calendar days from the date of delivery.
- The product must be unused, unopened, and in its original packaging.
- All original accessories, labels, and documentation must be intact and returned with the product.
- The product must be in resalable condition.
- Proof of purchase (such as your order confirmation or receipt) must be provided.
We reserve the right to inspect the returned item to ensure it meets our return criteria. Returns that do not meet these requirements may be rejected.
3.2 How to Initiate a Return
To begin the return process, please email subzero-nibbles@outlook.com with the subject line:
“Return Request – [Your Order Number]”
Please include:
- Your name and contact details
- Order number
- Reason for return
- Photographs of the item and its packaging (if applicable)
Our customer service team will respond within 2–3 business days with return instructions.
3.3 Refunds
Once the returned item is received and verified, we will process your refund.
- Refunds will be issued to the original payment method used at checkout.
- Please allow 7–14 business days for the refund to appear, depending on your bank or payment provider.
We will notify you by email once your refund has been processed.
4. Damaged or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please notify us within 3 calendar days of receiving your order.
Send an email to subzero-nibbles@outlook.com with the following information:
- Your full name and contact information
- Order number
- A description of the issue
- Clear photographs of the item and its packaging
Once your claim is reviewed and approved, we will offer a suitable resolution, which may include a replacement or full refund.
5. Exceptions
We strive to make returns as simple and fair as possible. However, products returned outside the 30-day window or those that do not meet our return conditions may not be eligible for a refund.
6. Contact Information
For any questions or concerns about cancellations, returns, or refunds, please contact us at:
SUBZERO NIBBLES SDN BHD
Email: subzero-nibbles@outlook.com
Address: 2826, Jalan Kampung Baru, Taman Tampoi Baru, 14000 Bukit Mertajam, Pulau Pinang, Malaysia
We are available Monday to Friday and aim to respond to all inquiries within 1–2 business days.