Refund & Return Policy 

Putra Food Industries Sdn. Bhd.
(Company No.: 200801007822 (809106-D))
Last updated: 30/12/2025

At PF Food, food safety, product quality, and cold-chain integrity are our top priorities. Due to the nature of frozen food products, our refund and return policy is structured to ensure hygiene, safety, and fairness for both customers and our operations.

This policy applies to all purchases made through pffood.com.my.

1. No Returns for Frozen Food Products

All products sold on this Website are frozen food items.

For food safety and hygiene reasons, returns are not accepted once an order has been delivered, except in the limited circumstances expressly stated in this policy.

2. Eligible Cases for Refund or Replacement

A refund or replacement may be considered only if one of the following conditions is met:

  • The product arrives physically damaged during delivery

  • An incorrect item was delivered

  • There is a material quality issue attributable to our preparation or packing process, supported by clear photo or video evidence

Claims outside these conditions will not be accepted.

3. Reporting Timeframe & Evidence Requirements

  • All issues must be reported within 24 hours of delivery.

  • Claims must include:

    • Order number

    • Description of the issue

    • Clear photo and/or video evidence showing the issue

Failure to report within the stated timeframe or to provide sufficient evidence may result in the claim being rejected.

4. Non-Eligible Cases (No Refund or Replacement)

Refunds or replacements will not be provided in the following situations:

  • Change of mind after purchase

  • Taste, texture, or personal preference

  • Improper storage or handling after delivery

  • Products left unattended after successful delivery

  • Delivery delays caused by incorrect or incomplete address or contact details

  • Issues arising from failure to follow storage, reheating, or preparation instructions

  • Minor packaging condensation or cosmetic changes that do not affect food safety or quality

5. Cold-Chain & Delivery Responsibility

Our products are shipped using certified cold-chain delivery methods.

Once an order is marked as delivered:

  • Responsibility for proper storage transfers to the customer.

  • PF Food is not responsible for quality degradation resulting from delayed unpacking, freezer malfunction, or improper storage conditions after delivery.

6. Assessment & Resolution Process

  • All claims are assessed on a case-by-case basis.

  • PF Food reserves the sole discretion to determine whether a refund, replacement, or store credit is appropriate.

  • Approved refunds will be processed using the original payment method within a reasonable processing period.

  • Submission of a claim does not guarantee approval.

7. Limitation of Refund Liability

To the fullest extent permitted by law:

  • Refunds or replacements, if approved, are limited to the value of the affected product(s) only.

  • PF Food shall not be liable for indirect, incidental, or consequential losses arising from the use of our products.

8. Policy Integration

This Refund & Return Policy forms an integral part of our Terms of Service and applies to all transactions conducted on this Website.

By placing an order, you acknowledge that you have read, understood, and agreed to this policy.

9. Contact Us

For refund or quality-related enquiries, please contact:

Putra Food Industries Sdn. Bhd.
Email: hello@pffood.com.my
Address: No. 8, Jalan Eco Perindustrian 1/5,
Eco Perindustrian 5,
Bandar Puncak Alam, Selangor