Refund policy

Effective Date: 3 November 2025
This Return & Refund Policy applies to purchases made on https://greatocean.my, operated by Great Ocean Heritage Foods Sdn Bhd, the legal entity behind the brand “Great Ocean Dried Seafood.”

1. Returns
Due to the nature of our products — including dried seafood, herbal soup packs, and any items branded under Great Ocean Dried Seafood or Great Mountain Dried Herbs — we do not accept physical returns once items are delivered. This policy ensures food safety and product integrity for all our customers.

2. Eligibility for Refunds
Refunds are only applicable under the following conditions:
– The product received is damaged, defective, or expired
– The item delivered is incorrect or incomplete
– The product was not delivered due to a verified logistics failure
All refund decisions are subject to review and approval by Great Ocean Heritage Foods Sdn Bhd. We reserve the right to reject refund requests that do not meet the conditions stated above.

3. Non-Refundable Conditions
Refunds will not be granted under the following circumstances:
– Perishable goods that have been opened, consumed, or tampered with
– Change-of-mind purchases or personal taste preferences
– Incorrect storage by the customer (e.g. exposure to heat, moisture, or sunlight)
– Minor packaging damage that does not affect product quality or safety
– Delayed delivery due to courier issues, public holidays, or force majeure events
– Allergy or dietary reactions not disclosed prior to purchase
– Promotional or discounted items
– Bulk or wholesale orders unless defective or wrongly delivered
– Failure to report issues within 3 calendar days of receiving the item

4. Refund Process
To request a refund:
– Email us at enquiries@greatocean.my with your order number, issue description, and supporting photos or videos
– A video of the unboxing is compulsory as evidence for refund claims
– Our team will review your request within 3 business days
– Approved refunds will be processed within 7 to 14 business days using the original payment method where supported.
– For bank transfers, DuitNow QR payments, or payment methods that do not support a refund to the original method, our team will contact you to arrange a bank-transfer refund and verify the account details before processing.

5. Exchanges
We do not offer direct exchanges. If your item qualifies for a refund, you may place a new order once the refund is processed.

6. Shipping Costs
Shipping fees are non-refundable unless the refund is due to our error (e.g. wrong item sent, undelivered order). For bulk orders, shipping charges may vary and are quoted separately.

7. Disputes
If you believe your refund request was unfairly rejected, you may escalate the matter by contacting our support team. We aim to resolve all disputes fairly and promptly.

8. Governing Law
This policy is governed by the laws of Malaysia. Any disputes shall be resolved in Malaysian courts.

9. Contact Us
If you have questions or concerns about this policy, please contact:
Email: enquiries@greatocean.my
Phone: +6018 918 9090
Address: No.12, Jalan Permata 2A/KS9, Taman Perindustrian Air Hitam, 41200, Klang, Selangor, Malaysia