1. General Terms of Use
i. Twin Sea Horse Brand Shop are owned and operated by Wing Hann Marine Food Sdn Bhd
ii. By accessing, browsing and using this site, the user agrees to abide by the terms of use outlined by Wing Hann Marine Food Sdn Bhd
iii. Wing Hann Marine Food Sdn Bhd reserves the right to update these terms and conditions from time to time. All changes will be enforced with immediate effect.
2. Trademark, Copyright and Restrictions
Twin Sea Horse Brand owns the sole property rights to all material owned, operated, licensed or controlled by Wing Hann Marine Food Sdn Bhd , including text, graphics, icons, audio, electronic downloads, data and software. This material may not be copied, reproduced or forwarded for commercial purposes without the express prior written consent of Wing Hann Marine Food Sdn Bhd .
3. Fraud
i. Any person who uses any of the websites owned by the Wing Hann Marine Food Sdn Bhd , or the content contained therein, for illegal activities or fraud will be subject to civil and/or legal prosecution.
ii. It is illegal to place orders under a false name, with a fraudulently obtained credit card or without the consent of the cardholder. Persons found to have placed a fraudulent order will be prosecuted.
4. Customer Security and Privacy
i. By using any websites that are owned or operated by Wing Hann Marine Food Sdn Bhd , you are acknowledging that we may collect and use some of your personal information. The data collected by Wing Hann Marine Food Sdn Bhd is strictly limited and will only be used for the purposes of completing order transactions and improving the customer experience.
ii. Wing Hann Marine Food Sdn. Bhd may share customer’s information with third parties as necessary for the purposes of completing the order.
iii. Wing Hann Marine Food Sdn Bhd will not disclose customer’s personal information to third parties for commercial purposes.
iv. Customers may wish to remain anonymous and send gifts anonymously and may do so. However, information about the giver may be required to complete electronic transactions and therefore must be disclosed in certain circumstances.
v. We will not use cookies to handle or store your financial information.
5. Promotional Materials
i. Wing Hann Marine Food Sdn Bhd will, from time to time, contact customers via communication channels provided to distribute the latest product information and details of promotions. If you prefer not to receive such information, you can remove yourself from our mailing list by emailing info@winghann.com
6. Pricing and Transactions
i. With the exception of large orders, for which we may offer a special discount, prices are as per those quoted on the website.
ii. All product prices are quoted in Malaysian Ringgit.
iii. All published prices do not include shipping, delivery or transportation costs. These will be detailed during the final checkout process or within the settlement bill.
iv. In the event that a customer requires a refund, such a refund can only be made to the ipay88 or credit card account that was used to purchase the item. Due to security reasons, Wing Hann Marine Food Sdn Bhd will not refund cash or cheques to customers, nor will the funds be transferred to third party accounts.
7. Substitution Policy
i. Twin Sea Horse Brand Shop will make every effort to provide products that are aligned with the online product images and descriptions. However, certain products may be subject to seasonal and market supply. In the event that products are unavailable, Wing Hann Marine Food Sdn Bhd reserves the right to substitute items using products that are of an equal or greater value in order to meet the delivery requirements of the order.
ii. Twin Sea Horse Brand Shop reserves the right to substitute products when necessary. The Company will make every effort to ensure that a replacement product of an equal or higher value is used and that the substituted product is of a similar quality to the requested product.
8. Discount Terms
i. All discounted product prices do not including shipping and delivery costs, please refer to the local freight table.
ii. All online discounts and product promotions cannot be used in conjunction with any other discounts or gift vouchers.
iii. Product discounts will be applicable during the discount period only. Discounts will not be applied to any order after payment has been taken and customers must apply the discount before finalization of the payment.
iv. Discount terms apply in conjunction with any other terms outlined in this agreement or within the terms of each individual discount.
9. Delivery Conditions.
Wing Hann Marine Food Sdn Bhd is located in Ipoh city, Perak state in west peninsular Malaysia. We have our delivery team and also outsource to others delivery partners. The order will usually take 4 – 8 working days or even earlier for nearby region. Customer can also message us or call us in any channels to confirm the estimated time arrival. The location coverage and rates can refer to https://shop.winghann.com/delivery-zones-rates/.
We will display the full product price, shipping costs and total payment required before checkout.
In the event of delivery delays or omissions, Wing Hann Marine Food Sdn Bhd will not held responsibility for failed delivery due to the following:
a. The recipient is not available to accept delivery at the specified delivery address within the specified delivery period.
b. The shipping address is incorrect.
c. There is insufficient information about the recipient to complete the delivery.
d. The contact telephone number of the recipient is incorrect or invalid.
If the requested gift must be delivered within a specified period of time or within a narrow timeframe, customers should contact Customer Support on +05 541 6688 at least 24 hours in advance. We reserve the right to turn down requests if the delivery resources are not available to meet special requests.
Delivery time specification – Specific requests for delivery times require a minimum of 24 hours’ notice prior to delivery. If the notice is received less than 24 hours prior to delivery, we will endeavor to fulfil the request but cannot guarantee that this will be possible. If such a request requires an additional transportation fee, this will be billed to the customer. For delivery enquiries, please contact our customer service hotline on +05 541 6688.
If products are not delivered as a result of the recipient’s unavailability or due to inaccurate delivery information, the purchaser will be required to meet all additional delivery charges.
Any products including perishable products that are undeliverable due to weather or traffic conditions will be redelivered to the same delivery location within 24 hours free of charge.
A delivery surcharge will be applicable for any redirection of orders.
We also deliver to suburbs outside of these areas at additional costs.
You can track your order at our customer hotline: +05 541 6688 ; whats app us: +6016 411 5166.
10. Complaints Policy
i. Seafood are perishable products and we are therefore unable to refund orders once they have been delivered. To make a complaint about any of our products including fruit, food, beverages and other perishable items or damaged gifts, you can contact the customer service department within 24 hours of receiving the gift hamper. Our customer service representatives will work with you to resolve your complaint. In the event that you contact us outside office hours and public holidays, the Customer Service Division will contact you on the next working day.
ii. Wing Hann Marine Food Sdn Bhd reserves the right to request photos of the original product(s). To assist us in quality control we may request to collect the original products.
11. Cancellation Policy
i. If you wish to cancel an order that contains any fruits, food, beverages and other perishable items, you must do so 48 hours prior to the requested delivery time. If your request to cancel an order is received less than 48 hours prior to the proposed delivery, you will be charged 5 % of the contract price for administrative costs. In the event that fruit, food, beverages, other products, packaging material and any other items have already been packaged or dispatched, the order cannot be cancelled and you will be required to pay the full value of the original order.
ii. If you wish to cancel any non-perishable purchases, you must do so at least 24 hours in advance of the proposed delivery time. Cancellations received less than 24 hours of the delivery time, refund will be provided less delivery charges.
iii. To cancel an order, customers should call the Customer Services hotline on +605 541 6688 or +6016 411 5166, providing details of the order number.
iv. As per the Pricing and Transaction Policy (6), refunds will only be made to the ipay88 or credit card from which the original payment was made.
12. Alteration & Amendments Of Orders
i. The amendment of orders require at least 48 hours prior to delivery.
ii. In the event that the value of any replacement goods is lower than the value of the original product, the difference in value will not be refunded in cash, via ipay88 or through credit card.
We are unable to provide any alterations or amendments for orders that are in the process of being prepared, already prepared and/or in transit.
iii. Depending upon the alteration or amendments the Customer must pay for any additional fees and charges incurred.
iv. In the event that the value of any replacement goods is lower than the value of the original product, the difference in value will not be refunded.
v. Wing Hann Marine Food Sdn Bhd reserves the right to refuse order adjustment or amendments.
Refund and return of goods
Customers are allowed to make a refund in a condition of products defect, mistake on delivery or item not available. In order to make a refund, customer must provide evidence of above condition through sending image to our whats app (+6016 441 5166) or contact us within 24 hours after the goods being delivered. Customers who wish to request a refund can do so by calling our customer service department on +05 541 6688, quoting the order number. Our customer service representative will issue a return approval number and the customer must return its goods within 7 days. We will be happy to refund any non-perishable goods that are returned within this timescale.
13. Return Conditions and Procedures
i. This clause does not apply to all fruit, food, beverages and other perishable items. We are unable to refund, return or exchange these goods once they have been packaged or are in the process of being delivered to the recipient.
ii. In order to be applicable for a full refund, the gift must not be damaged or stained in any way and the original packaging should be full and intact. Returns will not be permitted for any incomplete item that has damaged packaging.
iii. If more than 14 days has passed since the goods were delivered or notice to return the gift to our company was made, the Company reserves the right to refuse to accept the return of the goods.
iv. All refunds for orders placed online or over the telephone will be credited back to the original credit card or PayPal account on which the order was purchased within 7 days. No cash refunds are offered.
14. Discount Goods
i. All discounted goods and promotional items are non-returnable, unless they are of an unacceptable quality, as per the terms contained within the Quality of Goods Policy (15). Damaged goods must be returned within 7 days of recipient in order to quality for a full return and refund.
15. The Quality of Goods
i. We are committed to providing guests with high quality products. However, we understand that there may be rare occasions upon which the production process may result in a product that does not meet quality requirements. In the event that the customer receives a product that has been damaged, stained or exhibits other quality problems, Wing Hann Marine Food Sdn Bhd will accept return of the product, providing refunds are requested within 7 days of receipt of the gift. Wing Hann Marine Food Sdn Bhd reserves the right to request photos of the original product(s). To assist us in quality control we may also request to collect the original products.
16. Non-refundable or Returnable Products
i. Due to health and safety issues, Wing Hann Marine Food Sdn Bhd will not accept return and refund for the following products, unless there is an explicit quality concern with the product received:
perishable goods
Marine food
beverages (including alcoholic beverages)
17. Fresh Food Quality
i. Wing Hann Marine Food Sdn Bhd follows a strict selection process to personally select the highest quality fresh fruit, foods and beverages. However, such items are perishable and natural products are easily affected by the indoor environment and outdoor weather conditions, both of which can shorten the life cycle of fresh products.
ii. To ensure that fresh food products can be kept for longer periods of time in the best possible condition, we recommend that customers store them in the refrigerator or in an alternative cool place. Customers are advised to avoid subjecting fresh food products to prolonged exposure to direct sunlight, high temperatures and air-conditioning, as this will have an adverse effect on their quality. Fruit and perishable foods are prone to different conditions, Gift Hampers Malaysia cannot guarantee their preservation once they have been delivered.
18. Disclaimer
Limitation of Liability:
To the fullest extent permitted by law, and notwithstanding anything contained herein, Wing Hann Marine Food Sdn Bhd , is limited in liability to:
In relation to goods, the replacement of the goods, the supply of equivalent goods, the payment of the cost of replacing or repairing the goods or the payment of the cost of obtaining equivalent goods; and In relation to services, the supplying of the services again or the payment of the cost of having the services supplied again.
Wing Hann Marine Food Sdn Bhd makes no warranty that this website, any information or ideas contained on this website or any products or services will meet your requirements. It is intended that this limitation apply to any and all liability or cause of action however alleged or arising, unless otherwise prohibited by law.
By using this website you acknowledge that you cannot seek loss of profits, revenue or contracts from Wing Hann Marine Food Sdn Bhd for any direct, indirect, incidental, special, consequential or exemplary damages arising out of purchases from our site.