RETURN AND REFUND POLICY

Effective Date: 30 August 2026

At Anas Baby Food, the safety and satisfaction of our customers are important to us. We carefully inspect and pack every order before shipment. If there is a problem with your order, please contact us so that we can investigate and provide an appropriate solution.

1. Change-of-Mind Returns

Due to food-safety, hygiene and contamination risks, food products cannot be returned or exchanged for the following reasons:

• Change of mind;

• Incorrect flavour or quantity selected by the customer;

• Personal taste or texture preference;

• A child refusing or disliking the product;

• Products that have been opened, consumed or improperly stored; or

• Failure to follow the storage or usage instructions stated on the packaging.

Please review your order carefully before completing payment.

This restriction does not affect your rights where a product is defective, unsafe, damaged, expired, incorrectly supplied or otherwise does not comply with applicable Malaysian consumer protection laws.

2. Eligible Claims

A replacement or refund may be considered if:

• You received the wrong product or flavour;

• The quantity received is different from the confirmed order;

• An item is missing from the parcel;

• The product arrived expired;

• The pouch is leaking, swollen, punctured, unsealed or materially damaged upon delivery;

• The product appears contaminated, spoiled or unsafe to consume;

• The product has a manufacturing or quality defect; or

• The parcel was confirmed lost or undelivered by the appointed courier.

3. Food-Safety Complaints

If you suspect that a product is contaminated, spoiled, leaking, swollen or otherwise unsafe:

1. Do not consume or serve the product.

2. Keep the affected product, pouch, cap and original packaging.

3. Store the product safely and separately from other food.

4. Contact Anas Baby Food immediately.

5. Do not discard or return the product until our Customer Service or Quality Assurance team provides further instructions.

We may arrange for the affected product to be collected for traceability, investigation or laboratory testing.

If a child experiences an allergic reaction or becomes unwell, stop serving the product and seek medical attention promptly. Please inform us so that the matter can also be investigated.

4. Claim Submission Period

For damaged parcels, incorrect products, missing items or quantity discrepancies, please submit your claim within 48 hours of receiving the order.

Food-safety concerns or suspected manufacturing defects should be reported as soon as they are discovered and before the product’s expiry date.

A delay in reporting may affect our ability to verify the claim, especially if the product, packaging or supporting evidence is no longer available. However, these reporting periods do not limit any rights available under Malaysian law.

5. Evidence Required

Please provide the following information:

• Full name;

• Order number;

• Purchase platform;

• Contact number;

• Product name and flavour;

• Quantity affected;

• Clear description of the issue;

• Clear photographs of the affected product;

• Photograph of the batch or lot number;

• Photograph of the manufacturing and best-before dates;

• Photograph of the outer parcel and courier label, where relevant;

• An unedited parcel-opening video, if available; and

• Proof of purchase.

For missing-item or incorrect-quantity claims, an unedited parcel-opening video is strongly recommended to help us verify the claim.

We may request additional information or arrange for the affected product to be returned for investigation.

6. Claim Assessment

Submitting a claim does not automatically guarantee a refund or replacement.

Our Customer Service or Quality Assurance team will review the order records, photographs, batch information, delivery records and condition of the product.

We aim to provide an initial response within three business days after receiving all required information.

Food-safety or manufacturing complaints may require additional investigation time.

7. Available Resolutions

Once a claim is approved, Anas Baby Food may offer one or more of the following remedies, depending on the circumstances and the customer’s rights under applicable law:

• Replacement of the affected product;

• Replacement of missing or incorrectly supplied items;

• Refund for the affected product;

• Full refund where the entire order is materially affected;

• Store credit or voucher, if accepted by the customer; or

• Another appropriate remedy agreed with the customer.

Where applicable law gives the customer the right to choose between a refund and replacement, that right will be respected.

8. Refund Method and Processing Time

Approved refunds will normally be made through the original payment method.

Refunds are generally processed within 7–14 business days after approval. The time taken for the funds to appear may depend on the bank, payment provider or marketplace.

For purchases made through Shopee, TikTok Shop, Lazada or another marketplace, the claim and refund must generally be submitted and processed through the relevant platform’s return and refund system. The platform’s procedures and processing timelines may also apply.

Any voucher or store credit offered as an alternative will only be issued with the customer’s agreement where the customer is otherwise entitled to a monetary refund.

9. Return Shipping Costs

If a return is required due to an approved defect, damage, incorrect item or other issue attributable to Anas Baby Food, we will provide return instructions and bear the reasonable return shipping cost.

Products must not be returned without prior approval. Unauthorised returns may not be accepted or reimbursed.

Original delivery charges may be refunded where required by law or where the entire order is found to be defective, incorrect or undelivered.

10. Non-Eligible Claims

A claim may be rejected where:

• The product was purchased from an unauthorised seller and valid proof of purchase cannot be provided;

• The product was damaged after delivery due to misuse, mishandling or improper storage;

• The product was stored contrary to the instructions stated on its packaging;

• The product was consumed after its best-before or expiry date;

• The complaint is based solely on personal taste, texture or preference;

• The customer selected the wrong product, flavour, quantity or delivery address;

• The product or relevant packaging was discarded before the claim could reasonably be investigated;

• The product has been tampered with or transferred into another container; or

• The evidence provided is materially incomplete, altered, misleading or fraudulent.

Each case will be assessed fairly based on its circumstances and applicable consumer law.

11. Order Cancellation

Orders may be cancelled before they are packed or handed over to the courier.

Once an order has been packed, fulfilled or shipped, cancellation may no longer be possible.

If a cancellation is approved after payment, any non-refundable payment-processing charges may only be deducted where permitted by law and clearly disclosed.

12. Purchases from Agents or Retailers

If you purchased Anas Baby Food from an agent, reseller, pharmacy, supermarket or another retailer, please first submit your claim to the seller shown on your receipt.

You may also contact Anas Baby Food directly regarding suspected food-safety, manufacturing or product-quality issues so that our Quality Assurance team can conduct a batch traceability investigation.

13. Promotional and Discounted Products

Products purchased during promotions remain eligible for appropriate remedies if they are defective, unsafe, damaged, expired or incorrectly supplied.

However, promotional or discounted products are not returnable solely because the customer changes their mind or no longer wants the product.

14. Contact Us

To submit a claim, please contact:

Anas Baby Food
Operated by Red Saffron Sdn. Bhd.

WhatsApp: 012-510 2553
Email: admin@redsaffronbiz.com
Business Hours: Monday–Friday, 8:00 AM–5:00 PM
Closed: Weekends and public holidays

Please include your order number and all required supporting evidence when contacting us.

15. Consumer Rights

This policy is intended to be read together with the Consumer Protection Act 1999 and other applicable Malaysian laws.

Nothing in this policy excludes, restricts or overrides any consumer right or remedy that cannot legally be excluded.