Refund & Return Policy

FREEZEIT TISSUE (KT0609003-H)  ·  Effective April 2026

At Freezeit™, we take pride in delivering fresh, high-quality products to every customer. Because our tissues are a hygiene-sensitive product, our refund and return policy reflects the highest standards of safety and consumer protection. Please read this policy carefully before making a purchase.

1. Shipping Timelines

Once your order has been confirmed and payment received, we aim to process and dispatch your order within 1–2 business days. Estimated delivery timelines are as follows:

• Peninsular Malaysia: 3–5 business days
• Sabah & Sarawak: 7–10 business days

These are estimates only. Actual delivery times may vary due to courier delays, public holidays, or unforeseen circumstances beyond our control. Tracking information will be provided upon dispatch where available.

2. Hygiene & Safety Policy — No Change-of-Mind Returns

Due to the nature of our products, Freezeit does not accept returns or exchanges for change-of-mind once an order has been shipped.

This policy exists to protect our customers. Every pack of tissue you receive from us is guaranteed to be 100% fresh, sealed, and untouched. Accepting returns of opened or handled hygiene products would compromise the safety and integrity of the products for other customers — something we are not willing to do.

We encourage all customers to review product details, quantities, and variants carefully before placing an order.

3. Defective Items or Wrong Order Received

We take full responsibility for manufacturing defects and order fulfilment errors. If you receive:

• A defective or damaged product (e.g., torn packaging, product defect), or
• The wrong item (different variant or quantity than ordered),

please contact us at jasonlee@freezeittissue.com within 7 days of delivery with the following:

• Your order number
• A clear photo of the defective or incorrect item
• A brief description of the issue

Upon verification, we will arrange a replacement or full refund at no extra cost to you. We may not be able to process claims submitted after the 7-day window.

4. Refund Eligibility

Because tissues are a hygiene product, returns and refunds are only accepted under the following circumstances:

5. Subscription Cancellations & Ship Now Orders

Subscription cancellations: If you cancel an active subscription, you will keep full subscriber access — including any box you have already paid for — until the end of your current billing period. No pro-rated refunds are issued for the unused portion of a billing cycle. Please refer to our Terms & Conditions for the full cancellation flow.

Ship Now orders: Ship Now orders are one-time purchases that we process and dispatch as quickly as possible, separate from your subscription. Once payment is confirmed, Ship Now orders are non-refundable — even before dispatch. Standard refund rules still apply for defective items, wrong items, or non-delivery (see Sections 3, 4, and 6).

Please review the quantity, price, and shipping fee carefully before completing your Ship Now checkout.

6. Non-Delivery & Lost Parcels

In the rare event that your parcel is lost in transit, please contact us at jasonlee@freezeittissue.com with your order number and tracking details.

We will raise an investigation with our logistics partner on your behalf. Once the courier officially confirms the parcel as lost, we will, at your preference:

• Resend your order at no additional charge, or
• Issue a full refund to your original payment method

Please note that investigation timelines vary by courier and are outside our direct control. We will keep you updated throughout the process.

7. Customer-Caused Delivery Failures

We cannot issue refunds or free re-deliveries in the following situations, as these are outside our control:

• Wrong or incomplete address: Please double-check your delivery address before placing an order. If the address you provide is incorrect or incomplete and the parcel is returned to us as undeliverable, you will be responsible for any reshipping fee. Where a refund is offered, it may be reduced by the original shipping cost and any return-shipping cost charged by the courier.
• Refused or unclaimed at delivery: If you refuse delivery without a valid reason, or fail to receive the parcel after the courier’s standard re-delivery attempts, and the parcel is returned to us, any refund issued will be reduced by the original shipping cost and any return-shipping cost charged by the courier.
• Damage after delivery: Once a parcel has been successfully delivered to the address you provided, the risk of loss or damage passes to you. Damage caused after delivery is not eligible for refund or replacement.

8. Refund Processing

Approved refunds will be processed within 7–14 business days of approval. Refunds will be returned via the original payment method used at checkout. Processing times may vary depending on your bank or payment provider.

9. Contact Us

For all refund and return enquiries, please reach out to us at:

FREEZEIT TISSUE (KT0609003-H)
jasonlee@freezeittissue.com

Our team will respond within 2 business days. Please include your order number and any relevant photos in your initial message to help us resolve your case as quickly as possible.