1. Our Approach
FO2U coordinates refunds, returns, replacements and disputes between Customers, Merchants, fulfilment parties, payment providers and logistics providers. The Merchant is normally responsible for the Product, while FO2U manages the complaint channel and may make a reasonable decision based on available evidence, payment rules and applicable law. For this Policy, the “Product amount” means the full customer-facing Product price paid at checkout, including the platform and fulfilment service components included in that price.
2. When You May Request Help
You may request a refund, replacement, re-delivery, repair or other appropriate remedy where:
- The Order was not delivered;
- The wrong Product or quantity was delivered;
- The Product arrived materially damaged;
- The Product is defective or unsafe;
- The Product is materially different from its description or approved sample;
- The Product is counterfeit, unauthorised or subject to recall;
- A material part of the Order is missing;
- FO2U or the Merchant accepted cancellation before processing; or
- Another consumer guarantee or legal right applies.
3. Reporting Time
3.1 For visible damage, an incorrect Product, missing items or packaging issues, please contact FO2U preferably within seven calendar days after delivery.
3.2 For non-delivery, contact FO2U after the estimated delivery date has passed and tracking has not provided a reasonable explanation.
3.3 For a latent defect, safety issue, counterfeit concern or right arising under law, contact FO2U as soon as reasonably possible after discovery. The preferred reporting periods do not remove a statutory right that applies for a longer period.
4. How to Submit a Request
Send the request through the Platform, email info@fo2u.com, or WhatsApp +60 10 335 2345. Include:
- Order number;
- Your name and contact information;
- Product and quantity affected;
- A clear description of the problem;
- Your preferred remedy;
- Photographs or video of the Product, packaging, shipping label and damage;
- Any delivery or communication evidence; and
- Any other information reasonably requested for investigation.
5. Preserve the Product and Packaging
Unless unsafe, please keep the Product, accessories, labels, batch information, original packaging and shipping carton until the case is resolved. Do not dispose of, alter, repair, consume or continue using a disputed Product unless FO2U instructs otherwise or safety requires immediate disposal. FO2U may request additional photographs, inspection, return or safe disposal evidence.
6. Cancellation Before Dispatch
6.1 You may request cancellation before the Merchant starts preparation or dispatch. FO2U will attempt to stop processing but cannot guarantee cancellation once preparation, export documentation or dispatch has begun.
6.2 If cancellation is accepted before Product preparation, fulfilment, logistics collection or other non-recoverable processing begins, FO2U will initiate a refund of the full customer-facing Product amount and the customer-paid delivery and logistics charge to the original payment method. All applicable internal product, platform and fulfilment allocations will be reversed or adjusted accordingly.
6.3 If the Order is personalised, made to order, perishable or specially procured, cancellation may be unavailable after preparation begins, unless required by law or agreed by the Merchant.
6.4 Where cancellation is requested after collection, export processing or dispatch begins, non-recoverable logistics, customs, payment or currency-conversion costs may be excluded from the refund if the cancellation is not caused by Merchant, logistics-provider or FO2U fault and the exclusion is legally permitted and clearly disclosed.
7. Change-of-Mind Returns
7.1 FO2U does not guarantee change-of-mind returns unless the Product page expressly offers them.
7.2 Where a Merchant accepts a change-of-mind return, the Product must normally be unused, unopened, complete and in resalable condition, and the Customer may be responsible for return shipping and non-recoverable cross-border costs.
7.3 For hygiene, safety and integrity reasons, opened food, beverages, beauty, skincare, personal-care, wellness, intimate, customised or perishable Products are generally not eligible for change-of-mind return. This restriction does not apply to a defective, unsafe, incorrect or legally non-compliant Product.
8. Return Instructions
Do not send a Product back without return authorisation and instructions. The return destination may be in Malaysia or the origin country. FO2U will state the approved carrier, address, documentation and deadline. Unauthorised returns may be delayed, rejected or lost and may not qualify for reimbursement.
9. Return and Re-delivery Costs
9.1 If the Product is materially different, defective, incorrect, unsafe, not delivered or damaged because of Merchant or logistics-provider fault, the responsible party will bear reasonable return or re-delivery costs and the eligible original delivery charge as required by applicable law.
9.2 If a return is accepted only because you changed your mind after dispatch, the original customer-paid delivery and logistics charge is generally non-refundable and you may bear return, customs, insurance and payment costs, subject to clear disclosure and applicable law.
9.3 FO2U may provide a prepaid label, arrange collection or reimburse an approved reasonable shipping amount. Do not select an expensive service without approval.
10. Available Remedies
Depending on the circumstances, remedy may include:
- Full refund;
- Partial refund where you agree to keep the Product;
- Replacement or re-delivery;
- Repair, where appropriate and practical;
- Store credit only where you freely agree; or
- Another remedy required by law.
FO2U will not require store credit instead of a monetary refund where you are legally entitled to a monetary refund.
11. Refund Method and Timing
11.1 Approved refunds will normally be returned through the original payment method.
11.2 FO2U will normally instruct the payment provider within five Business Days after final approval or required return verification. The payment provider or issuing bank may take an additional five to fourteen Business Days, or longer for certain international or bank processes, to post the credit.
11.3 FO2U cannot guarantee the exact date on which a bank displays the refund. Currency conversion differences and bank charges outside FO2U’s control may apply where permitted by law.
11.4 An approved refund will cover the eligible customer-facing Product amount, including the platform and fulfilment service components included in the Product price. It will also include the original delivery and logistics charge where the Order was not delivered, the wrong Product was delivered, the Product was materially damaged or defective, or the claim arose from Merchant, fulfilment-party, logistics-provider or FO2U fault. The delivery charge is generally excluded from a change-of-mind refund after dispatch.
12. Partial Orders, Promotions and Vouchers
For a partial refund, the refund will normally reflect the affected Product and any delivery charge reasonably attributable to that Product or failure. Promotional discounts may be allocated proportionately. A voucher or promotion may be reinstated, replaced or treated as used depending on its terms and the reason for the refund.
13. Customs, Duties and Taxes
Where customs duties or taxes were collected and remitted to an authority, recovery may depend on customs rules and supporting documents. FO2U will reasonably assist but cannot guarantee recovery of amounts controlled by an authority or third party. Taxes collected but not remitted for a cancelled Order will be included in the eligible refund.
14. Chargebacks
Please contact FO2U first so we can investigate promptly. You retain any right to contact your bank. If you start a Chargeback, FO2U may provide Order, payment, delivery and communication evidence to the payment provider and may pause a duplicate refund request until the Chargeback is resolved.
15. Suspected Fraud or Abuse
FO2U may request identity verification, reject unsupported or abusive claims, restrict an account, preserve evidence and cooperate with payment providers or authorities where fraud, altered evidence, repeated abuse, false non-delivery or other misconduct is reasonably suspected. Genuine consumer rights remain protected.
16. Safety Complaints and Recalls
Stop using a Product and contact FO2U immediately if it may be unsafe, contaminated, counterfeit or recalled. FO2U may instruct you not to return the Product through ordinary mail and may arrange safe collection, quarantine or disposal. Seek professional or emergency assistance where appropriate.
17. Decision and Escalation
FO2U will review the Product listing, Merchant response, payment records, tracking, photographs and other evidence. If you disagree with the outcome, you may request one internal review by providing new or relevant information. You may also use the Tribunal for Consumer Claims Malaysia or another competent dispute channel where applicable.
18. Contact
Email: info@fo2u.com | WhatsApp: +60 10 335 2345 | Website: www.fo2u.com