Refund policy
RETURN AND REFUND POLICY
Last updated: 28 September 2026
TreeFresh products are food products. We therefore have specific requirements concerning returns, refunds and replacements.
1. CHANGE-OF-MIND RETURNS
TreeFresh generally does not accept change-of-mind returns.
This applies where a customer:
- changes their mind after placing an order;
- orders more products than required;
- orders the wrong quantity;
- no longer wants the product; or
- does not prefer the taste of the product.
Because TreeFresh products are food products, we generally cannot accept returned food products for resale.
This policy does not exclude, restrict or remove any rights or remedies available to consumers under applicable Malaysian law.
2. DAMAGED PRODUCTS
If your order arrives damaged or leaking, please contact us within 24 hours of delivery.
Please provide:
- your order number;
- photographs of the outer packaging;
- photographs of the damaged product; and
- an unboxing video, if available.
We strongly recommend recording a continuous unboxing video when opening your parcel because this assists us in determining whether damage occurred during delivery.
An unboxing video is recommended but is not an absolute condition for us to consider a claim.
We may request additional reasonable information or evidence where necessary to investigate the claim.
3. REPLACEMENT FOR DAMAGED PRODUCTS
Where damage is verified, our normal resolution will be to provide a replacement for the affected product.
If a replacement is unavailable or another remedy is required under applicable law, we will provide an appropriate alternative remedy.
4. INCORRECT PRODUCT
If you receive a product different from the product you ordered, please contact us within 48 hours of delivery.
Please provide your order number and photographs of the product received.
Where the error is verified, we will arrange an appropriate remedy, normally a replacement.
5. MISSING PRODUCTS
If an item is missing from your order, please contact us within 48 hours of delivery.
We will investigate the issue and arrange an appropriate remedy where the missing item is verified.
6. DEFECTIVE, EXPIRED OR UNSAFE PRODUCT
If you believe a product is defective, expired, contaminated, leaking or otherwise unsuitable for consumption:
Do not consume the product.
Please contact us at support@mytreefresh.com as soon as possible and provide:
- your order number;
- photographs;
- batch or lot information, where available; and
- details of the issue.
Please retain the product and packaging until we advise otherwise, as we may require it for investigation.
7. REFUNDS
Where a refund is appropriate or required under applicable law, the refund will generally be made through the original payment method where reasonably possible.
The time required for the refund to appear in your account may depend on the payment provider or financial institution.
8. RETURN SHIPPING
Where we request the return of a product because of a verified product issue, we will provide instructions concerning the return and any applicable return shipping arrangements.
Customers should not return products to us without first contacting:
9. ORDER CANCELLATION
If you wish to cancel an order, contact us as soon as possible.
We will attempt to accommodate cancellation requests received before the order is processed or dispatched.
Once an order has been processed or dispatched, cancellation may no longer be possible.
10. SUBSCRIPTION ORDERS
Each recurring subscription shipment is treated as an individual order for purposes of delivery, returns, refunds and replacements.
Cancelling a subscription prevents future recurring orders but does not automatically cancel an order that has already been processed or dispatched.
Subscription orders are also subject to our Subscription Policy.
11. CONSUMER RIGHTS
Nothing in this policy excludes, restricts or removes any statutory rights or remedies available to consumers under Malaysian law.
12. CONTACT
TreeFresh
Email: support@mytreefresh.com
Telephone: +60 11 5402 1318