Terms of service

Last Updated: 19 August 2026

Welcome to Extra Natural. These Terms of Service govern your use of our website and purchases made through our online store.

By accessing our website or placing an order, you agree to these Terms of Service.

1. About Extra Natural

This website is operated by Extra Natural Sdn Bhd.

SSM Registration No.: 790555-V
Address: 228, Jalan KIP 7, Taman Perindustrian KIP, 52100 Kuala Lumpur, Malaysia

2. Products & Pricing

All prices are displayed in Ringgit Malaysia (RM).
Product prices and availability may change from time to time.
We make reasonable efforts to ensure product information, images and prices are accurate.
Delivery charges, where applicable, will be shown before you complete your purchase.
If we identify an obvious error in pricing, product information or availability, we may contact you to confirm or cancel the affected order.

3. Orders

Before placing your order, please check that your product selection, quantity, delivery address and contact information are correct.

Once an order is submitted, you will receive an order confirmation.

Orders can be cancelled before they are processed. If you need to change your items or quantities, please cancel the existing order and place a new order.

4. Payment

We accept the payment methods displayed at checkout.

Orders will be processed after successful payment confirmation.

5. Delivery

We deliver frozen products within our available delivery areas.

Delivery fees and estimated delivery times vary depending on your location.

Please refer to our Delivery & Shipping Policy for full details.

Delivery times are estimates and may be affected by public holidays, peak periods, weather, courier delays and other unforeseen circumstances.

6. Frozen Products

Our products are frozen food products and should be stored at -18°C or below.

Please transfer your products to a freezer as soon as possible after receiving your order.

Avoid unnecessary thawing and refreezing.

7. Damaged, Incorrect or Quality Issues

Please check your order when it arrives.

If you receive a damaged, incorrect, missing or quality-affected product, please contact us as soon as possible with:

Your Order ID
Photos of the affected product
Photos of the packaging, where applicable
A description of the issue

We will review the issue and determine the appropriate resolution.

8. Returns & Refunds

Due to food safety and hygiene considerations, frozen food products generally cannot be returned once delivered.

If your order is damaged, incorrect, missing an item or has a quality issue, please contact us for assistance.

Any applicable refund, replacement or other remedy will be handled in accordance with our policies and applicable Malaysian law.

9. Promotions

Promotions, vouchers, discounts and special offers are subject to their respective terms and validity periods.

Unless otherwise stated:

Promotions are subject to availability.
Promotions cannot be exchanged for cash.
Promotions cannot be combined with other offers.
We may modify or end a promotion according to its stated terms.

10. Business & Bulk Orders

Business customers may purchase products in bulk at standard pricing.

Special B2B pricing may be available depending on the product, quantity and packaging.

Customised products may be subject to minimum order quantities and other requirements.

Please contact us for business, bulk or customised orders.

11. Website Use

You agree to use our website lawfully and responsibly.

You must not:

Misuse or interfere with our website.
Attempt to gain unauthorised access to our systems.
Provide false or misleading information.
Use our website for fraudulent or unlawful purposes.

We may restrict access to our website where necessary.

12. Personal Data

We collect and process personal data in accordance with applicable Malaysian data protection laws.

Please refer to our Privacy Notice for information about how we collect, use and protect your personal data.

13. Intellectual Property

Unless otherwise stated, content on this website, including text, photographs, graphics, logos, product images and other materials, belongs to or is used by Extra Natural.

You may not reproduce, copy or use our content without our permission.

14. Changes to These Terms

We may update these Terms of Service from time to time to reflect changes to our business, services or applicable laws.

The latest version will be published on this page together with the updated date.

15. Governing Law & Disputes

These Terms of Service are governed by the laws of Malaysia.

If you have a complaint or dispute, please contact us first so that we can try to resolve the matter amicably.

Where applicable, consumers may seek remedies through the Tribunal for Consumer Claims Malaysia (TTPM) or other channels available under Malaysian law.