These Terms and Conditions (“Terms”) apply when you access or use www.fo2u.com or purchase products through the FO2U marketplace. By creating an account, placing an order or using the Platform, you agree to these Terms.
The Platform is operated by FO2U Global Sdn Bhd (Company No. 202601015413 (1677510-D)) (“FO2U”, “we”, “us” or “our”).
1. Important Marketplace Notice
1.1 FO2U operates a market-access and online marketplace platform connecting approved manufacturers and suppliers (“Merchants”) with customers in Malaysia.
1.2 Unless a Product page expressly states that FO2U is the seller, the Merchant identified on the Product page is the seller and supplier of that Product. FO2U facilitates the listing, payment, order administration, customer-support coordination and logistics arrangements.
1.3 Each Product page should identify the Merchant and provide required information, including contact details, Product characteristics, full price, payment method, sale terms, estimated delivery time and applicable safety or health certificates.
1.4 Payment may be collected through an approved payment gateway on behalf of the Merchant. FO2U does not provide a customer wallet, cash withdrawal, remittance or stored-value service.
2. Eligibility and Accounts
2.1 You must be at least 18 years old and legally capable of entering into a contract. A parent or legal guardian must place an Order for a minor.
2.2 You must provide accurate and current information and keep your login details secure. You are responsible for activity conducted through your account unless caused by FO2U’s security failure.
2.3 FO2U may refuse, restrict or close an account where information is false, misuse is suspected, legal requirements apply or these Terms are breached.
3. Product Information
3.1 FO2U requires Merchants to provide accurate Product information, but Product descriptions, images, ingredients, claims, certificates and availability originate from the Merchant unless stated otherwise.
3.2 Images may appear slightly different because of screen settings, packaging updates or reasonable manufacturing variation. Any material substitution requires your approval.
3.3 You must read the description, ingredients, allergen information, warnings, instructions, suitability and delivery information before ordering. Seek professional advice where appropriate, especially for health, allergy, pregnancy, children or regulated-product concerns.
3.4 FO2U does not permit unapproved medical or therapeutic claims. Products are not intended to diagnose, treat, cure or prevent disease unless lawfully registered and expressly stated.
4. Prices, Taxes and Charges
4.1 Prices are displayed in Malaysian ringgit unless stated otherwise.
4.2 The Product price shown on the Platform is the final customer-facing Product price. It may include platform and fulfilment service components applied to the Merchant’s base price. Before payment, checkout will separately show the Product price, the customer-paid delivery and logistics charge, applicable taxes or duties, any other known charge and the total payable amount. You will have an opportunity to review and correct the Order.
4.3 The delivery and logistics charge is calculated using factors such as origin, destination, packaged weight, dimensions, delivery service, customs-clearance service and the logistics provider’s applicable rates. The amount displayed in MYR at checkout is the amount you agree to pay for the selected service.
4.4 Cross-border Orders may be subject to customs duties, import taxes, clearance charges or regulatory fees. These may be prepaid or payable separately, where known.
4.5 Obvious pricing or system errors may be corrected. Where an error affects your Order, we will notify you before dispatch and allow you to confirm at the corrected price or receive a refund. We will not increase a confirmed delivery charge merely because of an ordinary exchange-rate movement after payment.
5. Orders and Contract Formation
5.1 Submitting an Order is an offer to purchase. An automated acknowledgement confirms receipt but does not necessarily mean the Order has been finally accepted.
5.2 The Order is accepted when payment is confirmed and FO2U or the Merchant sends a processing or dispatch confirmation, unless applicable law provides otherwise.
5.3 We may reject or cancel an Order before dispatch for stock unavailability, pricing error, failed payment, fraud concern, address problem, Product restriction, regulatory issue or other reasonable cause. Any captured payment for a cancelled Order will be refunded.
6. Payment
6.1 Payment must be made using a method offered at checkout. The total payment may include the Product amount, the separately disclosed delivery and logistics charge, applicable taxes or duties and other disclosed charges. Payment processing is provided by an approved payment gateway or financial institution and may be subject to its terms and security checks.
6.2 FO2U does not intend to store complete payment-card details. Payment providers may retain tokenised or transaction information in accordance with their own privacy notices.
6.3 You must not use an unauthorised payment method, stolen credentials, fraudulent funds or a payment instrument that you are not permitted to use.
7. Cross-Border Delivery
7.1 Phase 1 Products may be shipped from Indonesia, Thailand, Vietnam, the Philippines or another approved origin country to Malaysia.
7.2 Estimated delivery times are estimates and may be affected by manufacturing preparation, export clearance, flight or carrier availability, Malaysian customs, regulatory inspection, weather, public holidays and events outside reasonable control.
7.3 You must provide a complete and accurate Malaysian delivery address, telephone number and any information reasonably required for delivery or customs clearance.
7.4 Tracking information will be provided where available. You must promptly report an incorrect address or delivery problem.
7.5 The identity of the exporter of record, importer of record and person responsible for duties and taxes will follow the applicable Product page, checkout disclosure and logistics arrangement.
7.6 FO2U will use the customer-paid delivery and logistics charge to pay or reimburse the approved logistics provider. This amount is separate from the Product price and is not included when FO2U calculates its platform and fulfilment service components.
8. Delivery and Risk
8.1 Delivery is completed when the parcel is delivered to the address or authorised recipient provided in the Order, supported by tracking or proof of delivery.
8.2 Risk of loss passes on delivery, except where mandatory law, the Product listing or an agreed delivery term provides otherwise.
8.3 Please inspect the parcel promptly. Do not use a Product that appears tampered with, contaminated, unsafe or materially damaged.
9. Order Changes and Cancellation
9.1 You may request correction of an Order error before or after confirmation using the available account, WhatsApp or customer-service channel.
9.2 Cancellation is normally available before the Merchant begins preparation or dispatch. Because some Products are prepared or shipped promptly from overseas, cancellation may not be possible after processing begins.
9.3 If cancellation is accepted before logistics costs are incurred, the eligible refund will normally include both the Product amount and the delivery and logistics charge. After preparation, collection or dispatch begins, non-recoverable delivery, customs, payment or currency-conversion costs may be non-refundable for a customer-requested cancellation where legally permitted and clearly disclosed.
10. Returns, Refunds and Replacements
10.1 FO2U’s Refund, Return, Cancellation and Dispute Policy forms part of these Terms.
10.2 You may be entitled to a refund, replacement, repair or re-delivery where a Product is not delivered, incorrect, defective, damaged, unsafe, counterfeit, materially different from its description or otherwise fails a guarantee that cannot lawfully be excluded.
10.3 For visible damage, incorrect Products or missing items, please contact FO2U preferably within seven calendar days after delivery and provide photographs, video, packaging and other reasonable evidence. This request period does not remove any statutory right that applies for a longer period or to a latent defect.
10.4 Change-of-mind returns are not guaranteed unless expressly offered on the Product page. Hygiene, personal-care, beauty, food and customised Products may not be returnable once opened, except where defective, incorrect, unsafe or otherwise required by law.
10.5 Where a Product is materially different, defective, incorrect, unsafe, damaged or not delivered because of Merchant or logistics-provider fault, the responsible party will bear reasonable return, re-delivery and refundable delivery costs as required by applicable law.
10.6 The original delivery and logistics charge will normally be refunded for non-delivery, an incorrect Product, material damage or another accepted claim where the delivery service or Merchant is responsible. It is generally non-refundable for a change-of-mind return after dispatch, subject to applicable law and the Refund Policy.
11. Complaints and Disputes
11.1 Complaints may be submitted through the Platform, by email to info@fo2u.com, or by WhatsApp to +60 10 335 2345.
11.2 Please provide your Order number, description of the issue, preferred resolution and supporting evidence. FO2U may share relevant information with the Merchant, payment provider, logistics provider or authority to investigate.
11.3 FO2U will attempt to resolve complaints fairly but may require return, inspection or additional evidence. Nothing in these Terms limits your right to approach the Tribunal for Consumer Claims Malaysia or another competent authority where applicable.
12. Product Safety and Recall
12.1 Stop using a Product and contact FO2U immediately if you reasonably believe it is unsafe, contaminated, counterfeit or causing a serious adverse reaction. Seek urgent medical help where necessary.
12.2 FO2U or the Merchant may issue safety instructions, a stop-use notice, recall or return request. You should follow such instructions promptly.
13. Acceptable Use
You must not misuse the Platform, interfere with security, scrape data without permission, upload malicious code, impersonate another person, submit false claims, abuse promotions, engage in fraud, resell restricted Products, or otherwise use the Platform for an unlawful purpose.
14. Intellectual Property
The Platform, FO2U name, software, design and FO2U-created content are owned by or licensed to FO2U. Merchant trademarks and Product content belong to their respective owners. You may use the Platform only for personal, lawful shopping and may not reproduce or commercially exploit content without permission.
15. Privacy
FO2U processes personal data in accordance with its Privacy Policy. Merchants, payment providers and logistics providers may process information needed to complete your Order under their own legal obligations and privacy notices.
16. Third-Party Services
The Platform may rely on payment, logistics, cloud, mapping and communication services provided by third parties. FO2U is not responsible for independent third-party services beyond the level of responsibility imposed by applicable law, but will reasonably assist with Order-related issues.
17. Disclaimer and Consumer Rights
17.1 Nothing in these Terms excludes or restricts any consumer guarantee, remedy or liability that cannot lawfully be excluded or restricted.
17.2 Subject to clause 17.1, FO2U does not guarantee uninterrupted Platform availability, exact delivery dates or that every Product will meet a purpose not disclosed to and accepted by the Merchant.
18. Limitation of Liability
18.1 Nothing limits liability for fraud, wilful misconduct, death or personal injury caused by negligence, or another liability that cannot lawfully be limited.
18.2 Subject to clause 18.1, neither FO2U nor a Merchant is liable for indirect or consequential loss that was not reasonably foreseeable when the Order was made.
18.3 For a Product claim, the available remedies will be determined by applicable consumer law, the nature of the issue and the Refund Policy.
19. Suspension and Termination
FO2U may suspend or terminate access where you materially breach these Terms, engage in fraud or abuse, create security risk, or where required by a payment provider, regulator or law. Existing lawful rights and obligations relating to completed Orders continue.
20. Changes to These Terms
FO2U may update these Terms to reflect changes in law, services, payment, logistics or risk controls. The current version will be published on the Platform. Material changes will apply prospectively unless law requires otherwise.
21. Governing Law
These Terms are governed by Malaysian law. The Malaysian courts have jurisdiction, without limiting any right to use the Tribunal for Consumer Claims Malaysia or another dispute process available by law.
22. Contact and Required Operator Information
- Platform operator: FO2U Global Sdn Bhd
- Company registration number: 202601015413 (1677510-D)
- Website: www.fo2u.com
- Email: info@fo2u.com
- WhatsApp: +60 10 335 2345
- Business address: A-05-09 Empire Tower, Jalan SS16/1, 47500 Subang Jaya, Selangor Darul Ehsan, Malaysia
The Merchant’s required supplier information will be shown on the relevant Product page or seller profile.