Refund and Exchange Policy

1. General Non-Exchangeable and Non-Refundable Policy

Due to strict food safety, hygiene, and perishable product regulations in Malaysia, items sold on our platform are strictly not exchangeable nor refundable under standard circumstances.

An exception for a return, refund, or exchange request will only be considered if You meet one or more of the following precise conditions:

  • Wrong Item Delivered: The merchant accidentally packed and sent an incorrect item that does not match Your invoice.
  • Misdescription: The physical item received does not match the technical specifications, description, features, or advertising information displayed on the website.
  • Spoiled or Damaged Product: The purchased food item is structurally spoiled, damaged, or visibly defective immediately upon its delivery.
  • Logistics Breach: The delivery timeline completely exceeds the maximum delivery window specified under the company’s official Shipping Policy.

2. Mandatory Evidence Required for Claims

To protect against fraudulent claims and to verify logistics integrity, the Company will not process any refund or exchange requests without verified physical proof. The customer is strictly required to provide all of the following documentation:

  • Continuous Unboxing Video: A clear, completely unedited, and continuous (one-take) video recording showing the unopened parcel from the courier, the physical shipping label with tracking details clearly visible, the overall packaging condition, and the actual extraction of the item received. Any video with cuts, edits, or pauses will be automatically disqualified.
  • First-Opening Video: A clear video showing the initial opening or first intended use of the item, where applicable, to demonstrate physical product failure or spoilage.
  • Supporting Documentation: Relevant high-resolution photographs of the defect, exact order details, invoice snapshots, or any other supporting transactional proof requested by the company’s evaluation team.

3. Strict 24-Hour Submission Window

  • All return, refund, and exchange claims must be officially filed and sent via email to our customer care team at no1advisory@outlook.com.
  • The submission must be made within a strict window of 24 hours from the exact time and date the parcel was marked as “Delivered” by our courier partner’s tracking system.
  • Any requests submitted after this 24-hour period has expired, or any claims lacking the mandatory evidence outlined in Section 2, will be automatically rejected without further administrative review.

4. Processing and Resolution

Once Your complete documentation and required video evidence are submitted within the 24-hour window, our compliance team will inspect the digital proof within 3 to 5 business days.

If Your claim is officially approved under Section 1, the Company will initiate an official resolution, which may include:

  1. Shipping out the correct replacement item at zero additional distribution cost to You.
  2. Issuing a full or partial refund processed back to Your original payment source.

5. Contact Information

For any legal inquiries, administrative complaints, or to submit Your continuous unboxing video for a verified claim, please contact us exclusively at:

  • Company Name: NO 1 ADVISORY SDN BHD
  • Registration No: 202601009946 (1672044-K)
  • Registered Address: NO. 14B, JALAN RAYA, TAMAN TIRAM BARU, 81800 ULU TIRAM, JOHOR, MALAYSIA.