we take pride in providing premium beef and lamb that reflect our commitment to freshness, safety, and exceptional quality. Each order is carefully handled through a certified cold chain process, ensuring that the products you receive maintain optimal temperature, hygiene, and flavor — from our facility to your kitchen.
While we make every effort to ensure your satisfaction, we understand that unforeseen issues may occasionally occur. This Exchange and Return Policy outlines the procedures and conditions under which refunds, replacements, or returns may be considered.
1. Eligibility for Returns or Exchanges
To uphold the highest standards of food safety and product integrity, returns or exchanges are accepted only under the following conditions:
The delivered product is incorrect, damaged, or does not meet our quality assurance standards.
The concern is reported within 24 hours of delivery.
The product remains unopened, with its original packaging intact, and stored at the recommended refrigeration temperature (0–4°C for chilled meat; below −18°C for frozen products).
To initiate a request, please provide:
Your order number
Clear photographic evidence of the product and its packaging
A brief written description of the issue
Our Quality Assurance Department will review each case individually to ensure a fair and efficient resolution.
2. Cold Chain and Product Integrity
Our products are transported and delivered through a strictly monitored cold chain system, using temperature-validated packaging and vehicles equipped with real-time thermal control. Once an order has been successfully delivered and acknowledged by the customer, the cold chain responsibility transfers to the recipient.
To preserve product integrity:
Immediately store chilled products in the refrigerator.
Place frozen items in the freezer without delay.
Avoid refreezing thawed meat, as this may affect texture and quality.
Failure to adhere to these guidelines may affect eligibility for returns or refunds.
3. Non-Returnable Items
For regulatory, hygiene, and safety reasons, the following categories are strictly non-returnable:
Meat products that have been opened, cooked, handled, or repackaged.
Items not kept within the recommended temperature range after delivery.
Products sold as special promotions, gift sets, or bulk bundles.
Claims submitted beyond 24 hours after delivery confirmation.
Once products have exited the controlled logistics environment, they cannot be reintroduced into our supply system for safety compliance reasons.
4. Refund and Replacement Process
If your request is approved after verification, you may select one of the following options:
A replacement delivery of the same product at no additional cost; or
A refund to your original payment method, typically processed within 3–5 business days.
Please note:
Delivery charges are non-refundable unless the issue resulted directly from our oversight or dispatch error.
Partial refunds (for specific items within an order) will reflect only the value of the affected products.
Depending on the case, we may require inspection or return of the product packaging before confirming the refund or replacement.
5. Return Shipping and Handling
If a return is authorized:
All items must be returned in their original packaging, accompanied by the purchase invoice or order confirmation.
Return shipping costs are borne by the customer, except when the issue is verified as our responsibility.
We strongly recommend using a trackable courier or delivery service to ensure secure handling of returned goods.
Our team reserves the right to decline any return that does not meet the above requirements.
6. Customer Responsibilities
To ensure a smooth and fair resolution, customers are kindly requested to:
Inspect all products immediately upon delivery.
Verify the condition and temperature of the meat at the time of receipt.
Store items promptly and appropriately under the recommended temperature range.
Report any issue within 24 hours of delivery by contacting our support team with the required documentation.
Timely communication helps us maintain product accountability and provide faster solutions.
7. Late or Missing Refunds
If your refund has not been received after notification of approval, please:
Check your bank or credit card account for pending transactions.
Contact your card issuer, as posting times may vary.
Reach out to your bank to confirm processing status.
If the issue remains unresolved, please contact us at
📧 Email: BeGrill.Store@gmail.com
📞 Phone: +60 11 6986 4056 and our support team will assist promptly.
8. Commitment to Quality and Compliance
Every product is handled in accordance with international cold chain logistics standards and local food safety regulations. We operate under certified hygiene protocols to ensure all meat products remain safe, traceable, and consistent in quality.
From farm selection to delivery, every stage of our process reflects our dedication to transparency, sustainability, and consumer trust. We take full responsibility for our supply chain integrity and are committed to providing a fair resolution for any verified quality concerns.
9. Contact Us
For all return, refund, or product quality inquiries:
📧 Email: BeGrill.Store@gmail.com
📞 Phone: +60 11 6986 4056
🏢 Return Address: No. 15, Jalan Ehsan Jaya 1/2, Taman Ehsan Industrial Park, 52100 Kepong, Kuala Lumpur, Malaysia
Our Customer Care Team is available on business days (Monday–Friday) and will respond to all inquiries within one working day.
⚠️ Important Notice To ensure your satisfaction and our continued quality guarantee, please inspect your order immediately upon delivery. Any concern regarding product condition, packaging, or delivery accuracy should be reported within 24 hours. This process allows our team to verify details through cold chain tracking and provide the most accurate resolution possible.
We appreciate your cooperation in helping us maintain the excellence and integrity of our meats.