Refund policy

Last updated: 11 August 2026

This Refund and Return Policy applies to Jeeroul frozen ready-to-eat sous-vide chicken breast purchased through our website, WhatsApp, payment links, or other official sales channels.

1. Frozen Food Item

Jeeroul products are frozen food items. For food safety and cold-chain reasons, we generally cannot accept returns for change of mind once an order has been packed, dispatched, delivered, opened, thawed, improperly stored, or handled outside our control.

2. Eligible Issues

We will review refund, replacement, or other resolution requests for issues such as:

  • wrong item or wrong pack size received;
  • missing item;
  • damaged packaging affecting product condition;
  • delivery or packing issue;
  • product quality issue;
  • product texture issue under our tenderness commitment.

Each case will be reviewed based on the order details, photos, delivery record, and product condition.

3. How To Report An Issue

Please contact us as soon as possible, preferably on the same day you receive the order.

Provide:

  • order number or order details;
  • name and phone number used for the order;
  • delivery address;
  • clear photos of the box, label, packaging, and affected product;
  • description of the issue.

Late reports may be harder to verify, especially for frozen food items.

4. Non-Refundable Situations

Refunds or replacements may be declined if:

  • the issue is reported too late for us to verify;
  • the product was not stored frozen after delivery;
  • the product was left unattended after successful delivery;
  • the delivery failed because of inaccurate address or unreachable customer;
  • the item was opened, thawed, cooked, consumed, or handled in a way that prevents verification;
  • the request is based only on change of mind, personal taste preference, or incorrect flavour selection by the customer.

5. Approved Resolutions

If a request is approved, Jeeroul may offer one or more of the following:

  • replacement;
  • partial refund;
  • full refund;
  • store credit;
  • other case-by-case resolution.

The final resolution depends on the issue, evidence provided, order status, payment method, and delivery record.

6. Refund Method and Timing

Approved refunds will normally be processed through the original payment method or another method confirmed by Jeeroul.

Refund processing time may depend on the payment gateway, bank, card issuer, e-wallet provider, or payment channel. Additional verification may be required.

7. Payment Disputes

If you believe there is a duplicate charge, failed payment charge, or unauthorized transaction, contact us immediately with the payment reference and order details so we can review the matter with the relevant payment provider.

8. Contact

For refund, replacement, or product issue support, contact Jeeroul customer service:

  • Email: customer.service@jeeroul.com.my
  • Phone / WhatsApp: +60 16-253 0528
  • Address: 28, Lorong Kampar KU1, 41300 Klang, Selangor, Malaysia.