At Crystal Edible Ice, we take pride in delivering high-quality, hygienic, and carefully packaged ice products. Due to the perishable nature of our items, we have specific guidelines regarding returns and refunds to ensure the safety and satisfaction of all our customers. Please read this policy carefully to understand your rights and responsibilities when ordering from us.

Eligibility for Return

Our products are perishable and temperature-sensitive. Therefore, we are generally unable to accept returns once the product has been delivered. However, if you receive an incorrect item, a damaged order, or a delivery that does not meet our quality standards, you may be eligible for a replacement or refund.

To be eligible for any form of return or compensation, the issue must be reported within 24 hours of receiving your order. Requests made after this time may not be accepted due to the nature of the product.

Non-Returnable Items

The following situations do not qualify for returns or refunds:

  • Change of mind after delivery

  • Products returned after 24 hours

  • Improper storage of the ice after delivery

  • Items ordered incorrectly by the customer

  • Minor melting or reshaping due to natural thaw during handling

We do not accept returns of any products that have been opened, used, or removed from their original packaging, unless proven defective or damaged at the time of delivery.

Reporting an Issue

If your order arrives in unsatisfactory condition, is incorrect, or was damaged in transit, please contact us immediately. You will need to provide:

  • Your order number

  • A detailed description of the issue

  • Clear photographic evidence of the damaged or incorrect product

This information will help us review your case promptly and fairly.

Refund Approval Process

Once we receive your complaint and supporting documentation, our team will assess the claim. If approved, you will be offered one of the following:

  • A full or partial refund, issued to your original payment method

  • A replacement product delivered to you at no extra charge

  • A store credit or discount for future use, if preferred

Refunds will be processed within 5 to 7 business days after approval. Processing times may vary depending on your payment provider.

Cancellations

Orders may only be cancelled if they have not yet been processed or prepared for delivery. To request a cancellation, please contact us as soon as possible. Once the order has been dispatched or is in transit, cancellations are no longer possible.

Crystal Edible Ice reserves the right to decline cancellation or refund requests that do not meet the conditions outlined in this policy.

Customer Responsibility

It is the customer’s responsibility to ensure that:

  • The correct product and quantity is selected at the time of ordering

  • The delivery address and contact details are accurate

  • Someone is available to receive the order upon delivery

  • The ice is stored properly after receipt

We are not responsible for any damage, loss, or melting that occurs due to delayed collection, incorrect address, or mishandling after delivery.

Policy Updates

This Return & Refund Policy may be updated from time to time to reflect changes in our business practices or legal obligations. The latest version will always be available on our website. Continued use of our services constitutes acceptance of any updates.

Contact Us

If you have any questions about this policy or would like to report a delivery issue, please reach out to us via our Contact page at https://www.crystalice.com.my/contact/