Freshness, Cancellation & Refund Policy

Last updated: 28 August 2026

Sayang Fresh is operated by Sayang Asniessa Enterprise
SSM Registration No.: 202303014579 (003460357-K)

At Sayang Fresh, our cold-pressed juices, wellness shots and fruit sorbets are prepared fresh in small batches for confirmed orders. Our products contain no added water, added sugar or preservatives and cannot be safely restocked or resold after preparation.

This policy explains how order amendments, cancellations, product complaints, replacements and refunds are handled fairly.

This policy applies to orders placed directly with Sayang Fresh through our website, WhatsApp, social media, invoice or other direct ordering channels.

Orders placed through a third-party platform are also subject to that platform’s applicable cancellation and refund procedures. This policy does not limit any rights or remedies available under Malaysian law.

An order is considered confirmed after:

• Sayang Fresh has accepted the order;
• The order details, fulfilment date and amount have been confirmed; and
• The required payment or deposit has been received.

Customers must review the selected products, quantities, delivery or collection date, delivery address and contact details before making payment.

If an error is discovered after confirmation, please contact us immediately. Amendments are subject to production status, ingredient availability and any difference in price.

Sayang Fresh may contact the customer to clarify an incomplete or unusual order before production begins.

For regular individual orders from our standard menu:

A customer may cancel at least 24 hours before the scheduled delivery or collection time and choose either:

• A full refund; or
• Rescheduling to another available date.

Cancellations made less than 24 hours before the scheduled fulfilment time are not eligible for a cash refund.

If preparation has not started, Sayang Fresh may allow the order to be rescheduled once to an available date within 30 calendar days.

Same-day and urgent orders are considered final once confirmed.

Once fruits or vegetables have been cut, pressed or processed, sorbet production has begun, packaging has been prepared, or the order has been packed or dispatched, the order cannot be cancelled, returned or refunded due to:

• A change of mind;
• An incorrect product selected by the customer;
• Personal taste preference;
• A change in personal plans; or
• Failure to collect or receive the confirmed order.

These restrictions do not apply where the product supplied is incorrect, defective, damaged or genuinely unfit for consumption.

Please contact Sayang Fresh if:

• An item is missing from the order;
• The product or quantity supplied is materially different from the confirmed order;
• The bottle or packaging was already leaking, broken or improperly sealed upon receipt;
• The product was damaged before or during delivery arranged by Sayang Fresh;
• The product shows genuine signs of spoilage or is unfit for consumption despite being stored correctly; or
• Sayang Fresh is unable to fulfil the confirmed order.

Depending on the circumstances and the customer’s applicable rights, Sayang Fresh will provide:

• A replacement of the affected item at no additional delivery cost;
• A refund for the affected item; or
• Another resolution agreed with the customer, such as rescheduling or account credit.

If the entire order is affected, any applicable standard delivery charge paid to Sayang Fresh will also be refunded or the replacement order will be redelivered without an additional delivery charge.

Fresh fruits and vegetables naturally vary according to season, ripeness and source. The following are generally not considered product defects:

• Natural separation or settling;
• Pulp or fine fruit particles;
• Slight differences in colour, sweetness, acidity, taste or texture;
• Natural darkening or oxidation that does not make the product unsafe; or
• Personal dislike of a flavour that was supplied correctly.

Customers should shake the bottle before drinking unless the product label states otherwise.

A significant difference from the confirmed ingredients or product description will still be assessed as a possible order error.

For the fastest resolution:

• Missing items, visible damage, leakage or delivery errors should preferably be reported immediately or within two hours of receipt.
• A hidden quality or freshness problem should be reported promptly after discovery and within the product’s labelled consumption period.
• Once opened, the product should be consumed within 24 hours unless stated otherwise on its label.

Please provide:

• Customer name and order number;
• Description of the problem;
• Clear photographs or video of the product, seal, packaging and label;
• Time the order was received and opened; and
• Information on how the product was stored.

Stop consuming any product suspected to be unsafe. Please retain the affected product, bottle and packaging under refrigeration for a reasonable period unless Sayang Fresh advises that it may be safely disposed of.

Due to hygiene and food-safety considerations, customers should not physically return food or beverage products unless specifically requested by Sayang Fresh. Reporting a problem does not require the customer to send an opened product back automatically.

A refund or replacement will generally not be provided where:

• The customer changes their mind after preparation begins;
• The correct product was supplied but the customer dislikes its natural taste;
• The customer provided an incorrect or incomplete delivery address;
• The recipient was unavailable or uncontactable during the agreed delivery period;
• The order was collected late;
• The product was left unrefrigerated or stored contrary to its label;
• The product was frozen when freezing was not recommended;
• The product was consumed after its labelled consumption period;
• An opened product was kept for more than 24 hours;
• Damage occurred after delivery or collection; or
• A personal allergy, intolerance or dietary preference arises where the ingredients were accurately disclosed and the correct product was supplied.

This exclusion does not apply if Sayang Fresh supplied an incorrect or undisclosed ingredient.

Delivery times are estimates and may be affected by traffic, weather, building access and third-party delivery conditions.

Customers must ensure that someone is available to receive and refrigerate the order promptly.

If the customer is unavailable, provides an incorrect address or requests redelivery, additional delivery charges may apply. The original order and delivery charges will not be refundable if the products can no longer be safely redelivered.

Where a customer appoints their own runner or courier, Sayang Fresh is not responsible for delays, temperature abuse or damage occurring after the order has been handed over in good condition. This does not exclude responsibility for a problem that existed before handover.

If delivery is arranged by Sayang Fresh and the product is damaged, defective or materially different from the order, Sayang Fresh will bear the reasonable cost of replacement delivery.

Corporate, bulk, customised and live-event orders are subject to the specific quotation or agreement issued for that order. Where no different written terms are stated, the following default terms apply:

• A 50% booking deposit is required to confirm the production or event slot.
• The deposit is non-refundable if the customer cancels, except where required by law or where Sayang Fresh cancels the order.
• Final quantity, flavour selection, labels and delivery details must be confirmed at least three calendar days before production, delivery or the event.
• Quantities reduced after final confirmation remain chargeable.
• Additional quantities are subject to ingredient, packaging and production availability.

For cancellations:

• More than seven days before fulfilment: the deposit remains non-refundable. Any additional amount paid will be refunded after deducting reasonable, documented and non-recoverable costs not already covered by the deposit.
• Three to seven days before fulfilment: any refund, credit or rescheduling will depend on committed ingredients, packaging, printing, manpower and delivery costs.
• Less than 72 hours before fulfilment or after production begins: the full confirmed amount is non-refundable.

One postponement within 30 calendar days may be considered, subject to production availability, the same agreed scope and payment of any additional costs or price difference.

If Sayang Fresh cancels or cannot fulfil the confirmed order, the customer may choose a full refund for the unfulfilled portion or rescheduling to another mutually agreed date.

Once approved, Sayang Fresh will initiate the refund within five business days.

Refunds will normally be made through the original payment method or by bank transfer where necessary. The customer’s bank or payment provider may require additional processing time, which may take up to 14 business days.

Refunds for discounted products will be based on the actual amount paid. Promotional or complimentary items have no separate cash-refund value.

Returning empty glass bottles under the Sayang Fresh recycling or rewards programme is separate from returning a defective product.

Bottle-return rewards are promotional benefits and are not exchangeable for cash. The applicable recycling programme terms will apply.

To request an amendment, cancellation, replacement or refund, please contact:

Sayang Fresh – Sayang Asniessa Enterprise
WhatsApp: +60 12-628 3154
Email: sayangfresh@gmail.com

Please include your name, order number and relevant photographs so that we can review and resolve the matter promptly.

Sayang Fresh may update this policy from time to time. Any change will apply to future orders and will not retrospectively reduce the rights attached to an order already confirmed.

Nothing in this policy excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded under Malaysian law.