These Terms and Conditions apply to any orders and purchases made on masakmasak. masakmasak reserves the right to amend/update this Terms and Conditions at its sole discretion without notice to the Customer, Suppliers, Partners, or any other users of this service and site.

Terms & Conditions

Please read these Terms of Service (“Terms”) carefully as they contain important information about your legal rights, remedies and obligations. By accessing or using the masakmasak Platform, you agree to comply with and be bound by these Terms.

Please note: These Terms contains an arbitration clause and class action waiver that applies to all masakmasak Users, Suppliers, Partners, and Members. It affects how disputes with masakmasak are resolved. By accepting these Terms, you agree to be bound by this arbitration clause and class action waiver. Please read it carefully.

Thank you for using masakmasak!

These Terms constitute a legally binding agreement (“Agreement”) between you and masakmasak (as defined below) governing your access to and use of the masakmasak website, including any subdomains thereof, and any other websites through which masakmasak makes its services available (collectively, “Site”), our mobile, tablet and other smart device applications, and application program interfaces (collectively, “Application”), rewards (collectively, “Masakpoints”), payments (including but not to direct debit, FPX, credit, debit, recurring subscriptions, and other forms of transactional and stored value payments), processing and associated items, and all associated services (collectively, “masakmasak Services”). The Site, Application and masakmasak Services together are hereinafter collectively referred to as the “masakmasak Platform”. Collectively the use of the term “masakmasak” may be used interchangeably within this document to denote any or all parts of our website, mobile applications, other services and access points, or the platform and should be viewed as such.

Our Privacy Policy, and other Policies applicable to your use of the masakmasak Platform are incorporated by reference into this Agreement.

When these Terms mention “masakmasak,” “we,” “us,” or “our,” it refers to the masakmasak company you are contracting with. Your contracting entity will generally be determined based on your country of residence or establishment

Our collection and use of personal information in connection with your access to and use of the masakmasak Platform is described in our Privacy Policy.

This set of Terms and Conditions will help you understand how masakmasak operates in serving you.

Brandmarks, Trademarks, and More

Guidance for brands and names used in this document included but not limited to the following:

  1. masakmasak refers to the online shopping. Mobile shopping, or other retails platforms operated by masakmasak. It may also refer to the brand, it’s trademarks, it’s intellectual property, it’s operations, it’s assets, or other related items that may reasonably be attributed to the brand and its business operations.
  2. Masakpoints refers to the Rewards platform that offers users of masakmasak’s various commercial entities benefits for their transactions with us.
  3. Masak Kaki refers to the Membership platform within masakmasak that is available on purchase of membership.
  4. Member, user and customer may be used interchangeably and reference any user of the masakmasak Platform and associated services.
  5. masakmasak Store refers to the controlled, secured and brand managed stores from which masakmasak is able to deliver the freshest, most appropriate grocery experience to you!

Who Can Place Orders

Only registered masakmasak customers are able to place orders through masakmasak. Guest shoppers may only browse but cannot place orders. Placing an order means browsing our product lists, adding items to a shopping cart, completing the order details (including address, mobile numbers, delivery times, items to be delivered, payments), and where applicable, earning

Ownership

This website (“masakmasak Website”) and associated mobile apps (masakmasak applications)  are owned and operated by Silver Hills Farm Sdn Bhd.

Access & Use

Your access to, use of services provided or associated with, and use of the materials contained in, the masakmasak Website and/or masakmasak Mobile Applications is conditional on your acceptance and compliance with the terms, conditions, notices and disclaimers contained in this document or elsewhere on the masakmasak Website (“Terms and Conditions”). By using the masakmasak Website, Mobile Applications or any other access point to masakmasak services, you agree to be bound by these Terms and Conditions.

Limitations

You may not use masakmasak, its assets or services or associated assets and/ or services, for any of the following purposes:

  1. Disseminating any unlawful, harassing, libelous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable material
  2. Transmitting material that encourages conduct that constitutes a criminal offence or results in civil liability or otherwise breaches any relevant laws, regulations or code of practice
  3. Gaining unauthorised access to other computer systems
  4. Interfering with any other person’s use of the website
  5. Interfering or disrupting networks or web sites connected to the website
  6. Inciting hatred, abusive behaviour, bullying, violence, or any other similar actions towards any group, individual, or organisation based on but not limited to areas of religion, race, language, culture, currency, nationality, sexual orientation, gender identity, social position, economic position, education level, dress, manner, or otherwise.
  7. Making, transmitting or storing electronic copies of materials protected by copyright without the permission of masakmasak.

You will indemnify us against all losses, liabilities, costs and expenses reasonably suffered or incurred by us, all damages awarded against us under any judgment by a court of competent jurisdiction and all settlements sums paid by us as a result of any settlement agreed by us arising out/ or in connection with:

  1. any claim by any third party that the use of the masakmasak Website, masakmasak Mobile Applications, masakmasak Platform by you is defamatory, offensive or abusive, or of an obscene or pornographic nature, or is illegal or constitutes a breach of any applicable law, regulation or code of practice;
  2. any claim by any third party that the use of the masakmasak Platform, masakmasak Website, masakmasak Mobile Applications by you infringes that third party’s copyright or other intellectual property rights of whatever nature; and
  3. any fines or penalties imposed by any private organisation, Government authority or related bodies, regulatory, advertising or trading body, or authority in connection with the use of the masakmasak Website, masakmasak Mobile Application, masakmasak Platform by you.

Amendments

masakmasak reserves the right to amend the Terms and Conditions without notice of any kind at any time. Your use of our masakmasak Website and/or masakmasak Mobile Applications following such changes constitutes your agreement to be bound by the new Terms and Conditions.

Standard eCoupon, vouchers, promo codes, rewards points, bonus programs, and promotions Terms and Conditions

Your use of an eCoupon, voucher, promo code, rewards points, bonus programs, promotion, or any associated services (collectively referred to as an “eCoupon”) indicates your agreement to be bound by these Terms and Conditions. masakmasak reserves the right to withdraw or cancel an eCoupon, voucher, promo code, rewards points, bonus programs, promotion, or any associated services without returning any form of monetary or product compensation for any reason at any time.

masakmasak shall not be liable to any customer, supplier, partner, business, or household for any financial loss arising out of the refusal, cancellation or withdrawal of any eCoupon, voucher, promo code, rewards points, bonus programs, promotion, or any associated services or any failure or inability of a customer or household to use an eCoupon, voucher, promo code, rewards points, bonus programs, promotion, or any associated services for any reason.

Security and Fraud

When you use an eCoupon you warrant to masakmasak that you are the duly authorised recipient of the eCoupon and that you are using it in good faith. If you redeem, attempt to redeem or encourage the redemption of eCoupons to obtain discounts to which you or a third party are not entitled you may be committing a civil or criminal offence.

If we reasonably believe that any eCoupon is being used unlawfully or illegally we may reject or cancel any eCoupon and you agree that you will have no claim against us in respect of any rejection or cancellation. masakmasak reserves the right to take any further action it deems appropriate in such instances.

Registration

To register and use masakmasak or any its platforms, services, websites or applications, you must be over eighteen (18) years of age.You must ensure that the details provided by you on registration or at any time are correct and complete. You must inform us immediately of any changes to the information that you provided when registering by updating your personal details.

masakmasak Website’s right to suspend or cancel your registration

masakmasak Website reserves the absolute right to suspend or cancel your registration immediately at our sole discretion without assigning any reason whatsoever.

You can cancel this agreement at any time by informing us in writing. If you do so, you must stop using the masakmasak Website.

The suspension or cancellation of your registration and your right to use the masakmasak Website shall not affect either party’s rights or liabilities.

All other relevant parts of this Terms and Conditions shall survive cancellation.

Registration and Passwords

Registration provides a unique identification for each shopper (also known as “member”), and helps us trace all orders in cases where there are queries or problems.

Registration is simple and done only by an individual shopper. The shopper must provide a unique email and password. The email and password will be required for login to masakmasak.

Customers must be over 18 years of age to register. Customers must also ensure that all details provided during registration or any other time are correct and complete. Any changes to the details provided during registration must be updated by informing masakmasak in writing with acknowledgement or via our website.

You will be asked to provide a Password upon registration, this Password must be kept confidential and must not be disclosed or shared with anyone. You will be responsible for any purchases and activities that are submitted under this Password.

masakmasak reserves the absolute right without the need for explanation or explanation, to refuse, suspend, or terminate registration of individual and/or corporate members immediately at our discretion and not limited to following: –

  1. Dormant Customers
  2. A single customer using multiple accounts delivering to the same delivery address. This will be verified through mobile number and you will hereby agree to masakmasak sending you confirmation via mobile. In the event that the confirmation cannot be verified for any orders received, masakmasak reserves the right to cancel the order and will not be liable for any loss of payment due to the inaccuracy of the information provided by the member.

Information Collected & Use of Information

masakmasak collects the details provided by you on registration together with information we learn about you from your use of our service and your visit to any part of the masakmasak Platform including the masakmasak Website and masakmasak Mobile Applications.

By using the masakmasak Platform, masakmasak Website, or the masakmasak Mobile Applications, you expressly accept and give your unconditional consent that we may use any and/or disclose information about your demographics in any manner which does not reveal your identity in detail for the purpose of marketing, promotional, strategic development, research and customer care.

Personal Data Protection Act 2012

In connection with the Personal Data Protection Act 2012 (PDPA), you agree that Silver Hills Farm Sdn. Bhd. and its related or affiliated co-operatives and organisations (hereafter collectively referred to as “masakmasak”, “we”, “us” or “our”), and/or any part of the masakmasak Platform may collect, use, process, disclose, and/or transfer your personal data for the purposes of administering, maintaining and terminating your membership and participation in masakmasak’s services including but not limited to masakmasak Masakpoints and Masak Kaki etc and keeping you informed of updates, changes and developments relating to the service, the scope of which may include but is not limited to:

  1. administering and maintaining your account with us, including administering any benefits and entitlements;
  2. engaging third party service providers to perform certain aspects of the services offered by the services we offer including reward and subscription services;
  3. unless you notify us in writing and your notice is acknowledged as being received by our legal, finance, technology and marketing teams, that you do not wish to receive such information, sending you information from time to time through e-mail, messaging, mobile SMS and text communications, visual communications, digital communications, and posts about products and services, promotions and special offers, upcoming events and other information which we determine at our absolute discretion may be of interest to you;
  4. customer profiling, market analysis and research purposes to improve our product and service offerings to you;
  5. notifying you about important changes to the membership program;
  6. responding to queries or feedback from you; enforcing these Terms and Conditions and our legal rights and remedies; and
  7. for such other purposes as permitted by applicable law or with your consent.

In compliance with the PDPA, masakmasak will not send marketing messages to telephone or facsimile numbers belonging to you unless you have given us clear and unambiguous consent to do so. If you have previously given us consent, we will continue to send you marketing messages until you advise us in writing that has been acknowledged as received that you wish to withdraw the consent.

Corporate Members Registration

Customers representing their companies/institutions can sign up under the “Register as a Business” category during the standard registration process.

Orders made through a corporate account shall be delivered strictly to a corporate address. Any corporate orders placed for delivery to either a non-registered company address or a residential address will not be processed.

Intellectual Property

The content of the masakmasak Website, masakmasak Applications (mobile or otherwise) and masakmasak Platform and associated assets, marks, services, and brands,  is protected by copyright, trademarks, database and other intellectual property rights. You may retrieve and display the content of the masakmasak Website on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on the masakmasak Website or any part of the masakmasak Platform without written permission from masakmasak.

You may not modify, reproduce, copy or distribute any of the content on masakmasak for commercial purposes without our prior consent.

No licence is granted to you in these Terms and Conditions to use any trade mark of masakmasak.

Availability of the masakmasak Website

Although masakmasak Website aims to offer you the best service possible, masakmasak makes no promise or guarantee that the services at the masakmasak Website will meet your requirements. masakmasak Website cannot guarantee that the service will be fault free. You agree that masakmasak Platform and masakmasak will not be liable or held responsible for any damages, loss or other situations caused through the use of the masakmasak Website and you agree to indemnify masakmasak against and and all claims. If a fault occurs in the service you should report it by email at feedback@masakmasak.com and we will attempt to correct the fault as soon as we reasonably can.

Your access to the masakmasak Website may occasionally at the absolute discretion and with no explanation or warning be restricted to allow for repairs, maintenance, upgrades, changes, enhancements, or the introduction of new facilities, products, or services. masakmasak Website will attempt to restore the service as soon as it reasonably can.

masakmasak website includes links to other websites or materials which are beyond its control and you agree that masakmasak is not liable for any information, services or items that you experience or find through these links and materials.

masakmasak Limitation of Liability

The masakmasak Website is provided by masakmasak without any warranties or guarantees of any kind either express or implied, including without limitation, warranties of title or implied warranties of merchantability of fitness for a particular purpose. You must bear the risks associated with the use of the Internet.

masakmasak will endeavour to the best of its ability to ensure that information or material included on the masakmasak Website is correct, reputable and of high quality. masakmasak will not be responsible for any errors or omissions or for the results obtained from the use of information or for any technical problems you may experience with the masakmasak Website. If masakmasak is informed of any inaccuracies in the information or material on the masakmasak Website, masakmasak will attempt to correct the inaccuracies as soon as it reasonably can.

In particular, masakmasak disclaim all liabilities in connection with the following:

  1. incompatibility of the masakmasak Website, masakmasak Mobile Applications, masakmasak Platform with any of your equipment, software or telecommunications links;
  2. technical problems including errors or interruptions of the masakmasak Website, masakmasak Platform;
  3. unsuitability, unreliability or inaccuracy of the masakmasak Platform and masakmasak Website;
  4. inadequacy of the masakmasak Website to meet your requirements.

To the full extent allowed by applicable law, you agree that we will not be liable to you/or any third party for any consequential or incidental damages (including but not limited to loss of revenue, loss of profits, loss of anticipated savings, wasted expenditure, loss of privacy and loss of data) or any other indirect, special or punitive damages whatsoever that arise out of or are related to the masakmasak Website and masakmasak Platform.

masakmasak shall not liable for any consequential, indirect or special damages or loss of whatever descriptions. To the extent that masakmasak is liable in contract, tort or otherwise for any loss, damage or injury arising directly or indirectly from any defect in or or non-compliance of the Product or any other breach of masakmasak’s obligations hereunder, such liability shall not in any event exceed an amount equivalent to the price of the Product(s).

Both masakmasak and the delivery company will not be held responsible for any damages or loss of Products after delivery. The Customer shall not use the Product in any manner and/or for any purpose for which they are unsuited for and shall be responsible for using all necessary skill and care in handling and using the Product. The Customer expressly agrees that masakmasak assumes no obligation or liability for any advice or information given with the Products and masakmasak assumes no responsibility for any inaccuracy or misstatement of any such information. The Customer assumes all risks connected with the use and storage of the Product.

Customer unreservedly acknowledges and agrees that he/she assumes all risk in connection with the use of this site. masakmasak shall not be liable for any direct, indirect, consequential or punitive damage or loss of profits or loss of revenue however arising from the use of, access to the site. Without limitation to the foregoing:

This site and all information contained herein is provided on a “as is” without any implied or express warranty including of any implied warranty as to title, quality, merchantability, fitness for purpose, or non-infringement. Before acting on the information found on masakmasak Website, you may wish to confirm the facts that are important to your decision making. Product information on our website may be different from information on the products for a variety of reasons including such things as manufacturers’ updates and changes. masakmasak reserves the right to change or update information on any product on masakmasak at any time without prior notice.

To the fullest extent permitted by law, masakmasak shall not be liable for any error or omission in the content of the site including any damage or injury arising out of or in connection with any access or use of the site whether such damage/injury is caused by failure of performance, error, omission, defect, delay in operation, computer virus, theft etc.

Governing Law and Jurisdiction

These Terms and Conditions shall be construed in accordance with the applicable laws of Malaysia. Both the Customer and masakmasak irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of Malaysia. Should the services be delivered to a Customer in another jurisdiction then the applicable laws of that country shall apply and both the Customer and masakmasak irrevocably and unconditionally submit to the exclusive jurisdiction of the Courts of the relevant jurisdiction/ country.

International Use

masakmasak makes no promise that materials on the masakmasak Website are appropriate or available for use in locations outside Malaysia or in countries where it does not yet operate, and accessing the masakmasak Website from territories where its contents are illegal or unlawful is prohibited. If you choose to access this site from locations outside Malaysia, you do so on your own initiative and are responsible for compliance with local laws.

Miscellaneous

You may not assign, sub-license or otherwise transfer any of your rights under these Terms and Conditions.

If any provision of these Terms and Conditions is found to be invalid by any court having competent jurisdiction, the invalidity of that provision will not affect the validity of the remaining provisions of these Terms and Conditions, which shall remain in full force and effect.

If you breach these Terms and Conditions and masakmasak Website ignores this, masakmasak will still be entitled to use its rights and remedies at any and all later dates or in any other situation where you breach the Terms and Conditions.

masakmasak shall not be responsible for any breach of these Terms and Conditions caused by circumstances beyond its control.

Pricing and Product Information

Whilst every effort is made to fulfil orders in terms of price, details and size through the masakmasak website, masakmasak expressly reserves the right to vary the price and other details of the Products without notice. Fresh produce may vary from photo as fresh, natural products are never identical even when they are from the same variety and supplier. As much as masakmasak tries to reflect the actual Product size, details and price, masakmasak is not liable for situations when they differ from the actual Product.

The prices advertised on masakmasak Website are meant for home delivery shopping only and these prices may from time to time vary from those found at masakmasak stores or other access points. In circumstances where some Products size and packaging differ from the description found on masakmasak, masakmasak expressly reserves the right to provide the nearest size/packaging for the Product at the nearest price.

In the event of any price differentials between the online order billing and the final bill whether arising from but not limited to situations around substitutions, daily price changes, out-of-stock Products, special price, mislabelling or mispricing, masakmasak reserves the right to adjust the final bill after the online bill is presented/conveyed to the Customer and such adjustment shall be final.

masakmasak has made every effort to display the colours of our Products that appear on the masakmasak Website as accurately as possible. However, as the actual colours you see will depend on your monitor or device, we cannot guarantee that your monitor’s display of any colour will be accurate.

masakmasak shall not be liable to any Customer/person for any loss, damage incurred or inconvenience suffered in the event masakmasak declines to fulfil an order for whatever reason including but not limited to an unforeseen circumstance (including but not limited to lack of availability, quantity or specification) as the case may be.

When requesting goods by weight, masakmasak reserves the right to supply goods with a weight difference. However masakmasak shall make every effort to ensure the weight difference is minimal and as close to Customer’s request.

The cost of the services is not included in the price of the goods. The information about the cost of the services is available on the masakmasak Website once the Customer books a delivery slot.

Product Availability

In situations of stock unavailability for any item(s) in an Order placed with masakmasak, masakmasak reserves the right to process the other items listed in the Order without informing the customer. This is because, at masakmasak, we work towards bringing you a wholesome online experience. If any item you have ordered is not in this confirmation, it is with much regret but we do not guarantee that we will be able to inform you that it is unavailable prior to the delivery being sent to you. Special offers are valid while stock last. Traders are not allowed. masakmasak reserves the right to reject, and/or limit quantities on any orders received without notice or explanation.

The availability of the goods presented on the masakmasak Website depends on stock in the masakmasak Platform and masakmasak Stores and masakmasak does not guarantee the availability of goods.

The Customer shall where possible be notified in advance if the goods requested cannot be delivered by reason that it has exceeded the maximum or restricted limit or for any other reason. However, we do not guarantee we will do so, nor will the customer demand this.

If the goods requested by the Customer are unavailable due to factors beyond masakmasak’s control, masakmasak shall make every effort to offer a substitute item which is closest in terms of price and type to the originally requested item. Notice may or may not be given in these circumstances. A customer may choose to reject this substitute in which case masakmasak will refund the difference in price to the customer via in app credits.

On delivery the substituted goods will be separated from the other products requested by the Customer where possible and the customer shall be entitled to refuse to accept the substituted goods either in full or partially. The amount for the goods that are not accepted shall not be charged to the Customer’s payment card, account or credit, if the Customer has provided payment card details in advance in order to pay online.

Delivery /Order Amendment

Delivery will be made to the address specified by Customer on the completed order form.

masakmasak will deliver Customer’s order to the main entrance of the delivery address. At Customer’s request, our driver may carry Customer’s order into the delivery address, for example, to a particular floor in an apartment block or into the kitchen but only if : a) the driver has the Customer’s permission, b) the driver believes that it is safe and practical to do as Customer requests, c) there is no obstacle preventing entrance, for example a locked main door. masakmasak always reserves the right to deliver only to the main entrance of the delivery address.

In an event where masakmasak has been notified to leave your order on your doorstep, masakmasak shall not be liable for any consequential, indirect or special damages or loss of whatever descriptions.

The masakmasak delivery service is available in selected areas. To check whether we deliver in your area, go to our website or contact us at help@masakmasak.com to find out where we deliver.

Delivery times will be agreed with the Customer at the time of placing Customer order and booking a delivery slot.

All goods must be received by an adult aged 18 years or over. If the driver has doubt over the age of the person receiving the goods, he is entitled to ask such person to show an identity card to prove his/her age. If the person is shown not to be over 18 and no other person can receive the goods, masakmasak may choose not to hand over the goods and shall not be liable for the costs of redelivery or the cost of replacing the items in the event of damage/ spoilage.

If there is nobody qualified to receive the goods at the agreed time and place specified by the Customer, we will leave notification of attempted delivery and Customer will need to contact customer services to re-arrange delivery.

If Customer requests for redelivery, masakmasak is entitled to charge for providing the service.

Whilst we make every effort to deliver all Customer goods in the agreed time, masakmasak will in no way be liable if it fails to do so in part or in full due to circumstances beyond its control, or if masakmasak chooses to cancel the order and delivery and provide you a suitable refund in credits to the service via app or website only for cost of the products.

Customer agrees that this is a reasonable arrangement and will refrain from making derogatory comments, complaints, public disclosure, or any other actions that would cause the brand to suffer damage to its brand, service offering or otherwise. masakmasak reserves the right to seek punitive damages to any and all individuals and organisations that do so and Customer agrees to and acknowledges that they are informed of this.

If there are any changes in the delivery address / contact details made between submission of order and delivery date, customers are to update masakmasak at least 24 hours prior to delivery.

Should delay of delivery date and time will be required, the order will be subjected to a surcharge of at least RM9 (not including GST/SST or taxes). Requests for a delay in delivery date and time for bulk orders will be subjected to a surcharge of RM30 (not including GST/SST or taxes).

No amendment to an order is allowed once the order is processed. To add items, kindly create a 2nd order within 48 hours prior to delivery and inform us via the web form.

Order Cancellation

The Customer may cancel the order (except for bulk orders) at no charge if the notice given is at least 24 hours prior to the delivery date and time.

For bulk orders, the notice given must be prior to order confirmation. After which, there would be a cancellation charge of at least RM20 (not inclusive of SST/ GST and taxes) for Home Delivery and RM50 (not inclusive of SST/ GST and taxes) for Bulk Order Delivery imposed for each order cancelled. To recap, bulk orders are orders for 200 individual items and above.

In the event that the Customer is not present to receive the order on the scheduled delivery date, there will be a redelivery charge of between RM10 to RM50 (not inclusive of SST/ GST and taxes) imposed for normal and bulk orders respectively.

The Customer is required to provide the redelivery date within 2 days from the original date. Otherwise, masakmasak will proceed to cancel the order and a cancellation charge of RM30 and RM50 will be imposed for normal and bulk order respectively. The balance order amount will be refunded to customer account as in app/web credits only.

Payment

You can use a debit or credit card to pay for your shopping. We accept the following payment providers, issued by banks in Malaysia:

  • Visa
  • Master
  • Debit Cards

You can also pay via direct FPX transfer from your bank.

Full payment card authorisation for the amount corresponding to the total price of goods (including service charges) that the Customer has requested shall be made at the time of the order.

Unfortunately we will not accept cash as payment for your shopping. This is because our drivers cannot carry cash with them due to safety reasons.

Our liability to you in connection with any order will not exceed the total price charged for the relevant items.

All payments are in Malaysian Ringgit only.

Technical Details

Payment information is transmitted through a secure payment channel using our secure server and Secure Socket Layer. Once payment mode has been selected and order has been submitted, any changes on payment mode is not possible.

If corporate cheques require more lead time to issue, customers are to choose appropriate delivery dates or inform masakmasak within sufficient time frame of processing the order. We reserve rights to delay order or charge redelivery of RM30 (not inclusive of SST/ GST and taxes) if cheque is not ready upon delivery.

masakmasak reserves the right to change the mode or method of payment for Products offered online at any time and Customers should refer to the Terms & Conditions on the masakmasak Website for the latest information available.

Customer Services

If you have an order query, please e-mail us at help@masakmasak.com

If you have any queries please contact Customer Services at +603 5888 9275.

Refunds

Refunds are handled on a case-by-case basis and by actual human members of the masakmasak team.

Store Credit

All orders are processed by our Customer Care team for the following items:

  • Not in stock items
  • Refunds for cancelled orders
  • Damaged or returned orders

These refunds will be made to your Store Credit within 7 business days under normal circumstances.

Refund to original mode of payment

If you would like to request for a withdrawal of your Store Credit balance, a refund or any other form of return to your original mode of payment, please send a written request to refund@masakmasak.com

Please provide the following for your request to be processed:

  • Customer name
  • Customer contact number
  • Name on your credit/ debit card used to purchase with us
  • Last four digits of your credit/ debit card used to purchase with us
  • Customer order number
  • Copy of delivery order

All such requests are processed manually and will take up to 21 business days to complete.

Links

masakmasak is not responsible for the content of any other sites outside the masakmasak Website. In addition, a link to another website does not mean that masakmasak endorses or accepts any responsibility for the content displayed on the other website.

Warranties

masakmasak expressly excludes all warranties, descriptions, representations or advice rendered as to the fitness or suitability for any purpose, tolerance to any conditions, similarity to sample, merchantability or otherwise of the Product supplied to the fullest extent permitted by law.

No Agent or representative of masakmasak is authorised to make any warranty, representation or statements given as to the fitness or suitability for any purpose, tolerance to any condition, similarity to sample, merchantability or otherwise of the Product supplied.

Colours

masakmasak take great care to accurately display the colours of our products that appear on its website. However, we cannot guarantee that your monitor pr device’s display of any colour will be as accurate as the actual product colour.

Third Party Sites

There may be occasions when materials on or of third Parties are provided on masakmasak website. masakmasak is not responsible for the content and activities of any third party site linked from and beyond masakmasak site. Your visit or use of any third party site linked from masakmasak is entirely at your own risk.

Promotional Code

Promotional codes, eCoupons, vouchers, discounts, and other promotional products and services (eCoupon) are valid for a limited or specified period only and masakmasak reserves the right to modify, cancel or discontinue them at any time on the masakmasak website, without any notice, explanation, replacement, or compensation. Promotional codes are not transferable and not redeemable for cash. Each promotional code has its own qualifying terms. It is void where prohibited by law. All offers are subject to availability and while stock lasts.

The general terms and conditions for all promotions are as follows:

  1. Promo code cannot be used with any other available promo codes. masakmasak reserves the right to reject any order that has violated this.
  2. Redemption of promo code is applicable to purchases made on masakmasak Website (www.masakmasak.com) and masakmasak Mobile Applications and masakmasak Platform.
  3. Using a promo code discount in conjunction with other free gift promotions may alter the minimum amount criteria for it.
  4. Please check your cart to ensure promo code discount is applied and review your order carefully before checkout.
  5. Discount, vouchers, eCoupons, and privileges are not exchangeable for cash, kind or other goods and services.
  6. All prices listed are in Malaysia Ringgit.
  7. There is a bulk order charge of RM30 (not including GST/SST and taxes) for every order with more than 200 items purchased.
  8. Delivery date and time are subjected to availability. Customers should contact help@masakmasak.com for details on this.
  9. Delivery service is only available in Klang Valley, Selangor, Malaysia.
  10. Customer needs to be present to receive the delivered items. There will be a minimum re-delivery charge of RM9 (not including GST/SST and taxes) imposed after the unsuccessful first delivery. masakmasak is not liable for any change in freshness experienced for fresh meats, fish and other temperature sensitive products which may experience changes due to multiple trips to and from our facilities.
  11. Customers who wish to have their purchases left outside the home, masakmasak shall not be liable for any damage or missing items.
  12. For all normal orders, there is a minimum cancellation charge of RM20 (not including GST/SST and taxes). For all bulk orders, there is a minimum cancellation charge of RM30 (not including GST/SST and taxes).
  13. masakmasak reserves the right to vary/amend the privileges or terms and conditions of all promotions without prior notice.
  14. For any enquiries, please submit your feedback via the web form or email help@masakmasak.com.
  15. masakmasak shall not be liable to any Customer for any financial loss or other damages arising out of the refusal, cancellation or withdrawal of any order for any reason.

Termination

If you violate any of these Terms and Conditions, your permission to use the masakmasak Website may be suspended or revoked, and we reserve the right to suspend or terminate your access to, and use of, the Website at any time without explanation, reason or communication required.

Miscellaneous

No orders via phone or email will be accepted, all customers have to register for an account and submit their orders online via the masakmasak website or masakmasak mobile applications.

masakmasak cannot be held responsible for any inaccuracy or omission. masakmasak will attempt its best to fulfil orders placed by shoppers. In the event that an ordered Product is not available, masakmasak reserves the right not to replace it with a similar item of equivalent value.

Customers have to report on any order discrepancies/dissatisfaction within 24 hours from receipt of order. All Products leaving our distribution centre have been checked for quality and accurate quantity. However, we will put up a refund request for items that are not satisfactory and/or for any order discrepancies. For returning of such products and refund purposes, customers may be required to do so at a preferred masakmasak store.

masakmasak Member Rebates will be issued to masakmasak members only. Such members shall provide their NRIC numbers to masakmasak for one account only and not for subsequent account(s). All refunds will be in store credit only and NOT in cash at any time. The customer agrees that they may not request this or a chargeback to their credit or debit cards.

Others

Tokens of appreciation are strictly non-transferable or exchangeable for cash or credit. Content of the token shall be informed to the selected participants only. No participant will have the chance to receive the token more than one time even if the poll category changes. Participants who received a token before shall not be entitled for lucky draw of the next poll.

masakmasak reserves the right to change any terms of its contest and promotions without prior notice and substitute any token with one of a similar value at its absolute discretion.

masakmasak shall not be liable for any loss of chance arising from any defect, malfunction or failure of any telephone network / lines, computer systems, servers, computer equipment, software used in connection with the website.