Terms & Conditions


General Website Terms and Conditions of Use

SAM'S Groceria Online Store Terms and Conditions of Use

Rounding Mechanism from Bank Negara

General Website Terms and Conditions of Use

Terms

By accessing this website, you are agreeing to be bound by these website Terms and Conditions of Use, all applicable laws and regulations, and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these terms, you are prohibited from using or accessing this site. The materials contained in this website are protected by applicable copyright and trade mark law.

Use License

Permission is granted to temporarily download one copy of the materials (information or software) on SAM'S Groceria's website for personal, non-commercial transitory viewing only. This is the grant of a license, not a transfer of title, and under this license you may not:

  • modify or copy the materials;
  • use the materials for any commercial purpose, or for any public display (commercial or non-commercial);
  • attempt to decompile or reverse engineer any software contained on SAM'S Groceria's website;
  • remove any copyright or other proprietary notations from the materials; or
  • transfer the materials to another person or "mirror" the materials on any other server.

This license shall automatically terminate if you violate any of these restrictions and may be terminated by SAM'S Groceria at any time. Upon terminating your viewing of these materials or upon the termination of this license, you must destroy any downloaded materials in your possession whether in electronic or printed format.

Disclaimer

The materials on SAM'S Groceria's website are provided "as is". SAM'S Groceria makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties, including without limitation, implied warranties or conditions of merchant-ability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights. Further, SAM'S Groceria does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its Internet website or otherwise relating to such materials or on any sites linked to this site.

Limitations

In no event shall SAM'S Groceria or its suppliers be liable for any damages (including, without limitation, damages for loss of data or profit, or due to business interruption,) arising out of the use or inability to use the materials on SAM'S Groceria's Internet site, even if SAM'S Groceria or a SAM'S Groceria authorized representative has been notified orally or in writing of the possibility of such damage. Because some jurisdictions do not allow limitations on implied warranties, or limitations of liability for consequential or incidental damages, these limitations may not apply to you.

Revisions and Errata

The materials appearing on SAM'S Groceria's website could include technical, typographical, or photographic errors. SAM'S Groceria does not warrant that any of the materials on its website are accurate, complete, or current. SAM'S Groceria may make changes to the materials contained on its website at any time without notice. SAM'S Groceria does not, however, make any commitment to update the materials.

Links

SAM'S Groceria has not reviewed all of the sites linked to its Internet website and is not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement by SAM'S Groceria of the site. Use of any such linked website is at the user's own risk.

Site Terms of Use Modifications

SAM'S Groceria may revise these terms of use for its website at any time without notice. By using this website you are agreeing to be bound by the then current version of these Terms and Conditions of Use.

Governing Law

Any claim relating to SAM'S Groceria's website shall be governed by Malaysia's law without regard to its conflict of law provisions.

SAM'S Groceria Online Store Terms and Conditions of Use

Registration

The information provided by you upon registration or at any time after that must be correct and complete. Providing any untruthful or inaccurate information constitutes a breach of these Terms of Use and you may be barred from accessing our website. Any changes to the information that you provided earlier upon registration must be made known to us immediately by updating your personal details.

Password and Security

A password should be created when you register to use the www.samsgroceria.com website. The password created is personal to you and known only by you. You are advised to keep your password confidential and not disclose it or share it with anyone. We encourage you to use passwords that use a combination of upper and lower case letters, numbers and symbols with your account. You are liable for all transactions and orders that come about or are submitted under your username and password. If you know or suspect that another person(s) is using your personal password, you should notify us by contacting Customer Service Care Line Centre at 1300-300-786 immediately. If www.samsgroceria.com has got the proof to believe that there is likely to be a breach of security or misuse of the www.samsgroceria.com, we may require you to change your password or we may suspend your account accordingly.

Order Acceptance

Please note that there may be some orders that we are unable to accept or processed and must be cancelled. We reserve our rights, to accept, refuse or cancel any order for any reason. Should there be any ambiguity in your order placed with us such as availability, special condition imposed, pricing or product description we will do our best to resolve it without inconvenience to you. If need be, we will contact you for any additional information before processing your order.

Pricing and Content Information

The prices to be paid for the Products that you ordered are as set out in the Portal. The price published on SAM'S Groceria website is always the same as SAM'S Groceria store price. However, due to the time difference between the time the order is placed and the goods picked for collection or delivery, price may differ.

Although samsgroceria.com makes every effort to provide you with up to date and accurate pricing information, pricing or typographical errors may occur from time to time. www.samsgroceria.com will inform you of any error or changes in the price of any Products which you may have ordered and reconfirm with you the order price. You may cancel the purchase of the Products if you disagree with the revised order price.

The final price will be the price on the day the goods are picked for collection / delivery.

www.samsgroceria.com attempts to be accurate in its product descriptions. However, www.samsgroceria.com does not warrant that product descriptions or other content of this website is accurate, complete, reliable, current, or error-free. If you discover that a product purchased is not as labelled, your sole remedy is to return it in unused condition.

Reviews and Comments

Anything submitted or posted on this website including without limitation, ideas, know-how, techniques, questions, reviews, comments, and suggestions is and will be treated as non-confidential and non-proprietary, and we shall have the royalty-free, worldwide, continuous, unchangeable and transferable right to use, copy, distribute, display, publish, perform, sell, lease, transmit, adapt, create derivative works from such posting or submissions by any means and in any form, and to translate, modify, reverse-engineer, disassemble, or recompile such posting and/or submission. All posting and/or submissions shall automatically become the sole and exclusive property of www.samsgroceria.com and it will not be returned to you.

When you post comments or reviews to the website, you also grant us the right to use the name that you submit with any review, comment, or other content, if any, in connection with such review, comment, or other content.

You further represent and warrant that you own or otherwise have control all of the rights to the reviews, comments and other content that you post on this website and that the use of your reviews, comments, or other content by us will not infringe upon or violate the rights of any third party. You shall not use a false e-mail address, pretend to be someone else other than yourself or otherwise mislead us or third parties as to the origin of any posting and/or submissions. We may, but shall not be obligated to, remove or edit any positing and/or submissions (including comments or reviews) for any reason.

Availability of the Website

Although www.samsgroceria.com aims to offer you the best service possible, we make no promise that the services at www.samsgroceria.com website will meet your requirements. www.samsgroceria.com cannot guarantee that the service will be fault free. If a fault occurs in our service you should report it to the Customer Services Careline or by email and we will try to correct the fault as soon as we reasonably can. Your access to www.samsgroceria.com website may be occasionally limited to allow for repairs, maintenance or the introduction of new facilities or services. www.samsgroceria.com will attempt to reinstate the service as soon as it reasonably can.

Offers, Credits & Vouchers

From time to time, www.samsgroceria.com may introduce vouchers, offers and such other promotional schemes on the website. The terms and conditions leading these schemes shall be specified while introducing these schemes to the public at large. In the event of any conflict between the Terms of Service and the terms and conditions of such schemes, the terms and conditions of the schemes shall prevail. The vouchers, prizes or credits cannot be redeemed for cash.

Colours

We strive to accurately display the colours of our products that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will be accurate and correspond with the actual products offered for sale on our website.

Indemnity

You agree to indemnify and hold harmless www.samsgroceria.com and its affiliates from and against any and all claims, damages, costs and expenses, including solicitors' fees, arising from or related to your use of the website or any breach by you of these Terms of Use.

Electronic Communications

When you use any www.samsgroceria.com services, or send an e-mails to us, you are communicating with us electronically. You also consent to receive communications from us electronically. You also agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.

Termination and Effect of Termination

In addition to any other legal or equitable remedies, we may, without prior notice to you, immediately terminate the Agreement or repeal any or all of your rights granted under this Agreement. Upon any termination of this Agreement, you shall immediately cease all access to and use of the website and we shall, in addition to any other legal or equitable remedies, immediately repeal all password(s) and account identification issued to you and deny your access to and use of this website in whole or in part. Any termination of this Agreement shall not affect the respective rights and obligations of the parties arising before the date of termination.

Order Cancellation

Your order begins processing immediately after you click "Confirm" on the "Confirm and Submit" page. During processing time it may be possible to cancel your order. Once the order moves into the shipping process, it cannot be canceled. However, you may reschedule your order for pickup time/delivery time no less than 3 hours before the initial pickup/delivery time.

Cancellation is allowed if the order status is "Approved".

To attempt to cancel your order during processing:

  1. Sign in to your account
  2. Find your order on the main page of your account under My Orders
  3. Click the order number to see the order status.
  4. Click on the "Cancel This Order" button. You will be prompted with a message "Click OK to cancel order". Please select "OK" to proceed with cancellation. Otherwise please click "Cancel" to cancel the task.

Cancellation is not allowed if the order status is other than "Approved". But you may reschedule the pickup /delivery time slot. You also may send us an email or call us at 1300 300 786 to book your new pickup time/delivery time with condition it is done minimum 3 hours before the initial pickup / delivery time

If you are a SAM'S Family Card members, points will be rewarded if you make a purchase. But if you choose to cancel, points will be deducted too.

Order Cancelled by SAM'S Groceria

An order can be cancelled for various reasons. In every instance, we make every effort to communicate with you prior to cancelling the order. We sincerely apologize if your order is cancelled without your knowledge.

The most common reason why your order may be cancelled without your consent is that the information you provided for your delivery address is incorrect and you are not contactable.

Here are some other reasons why all or part of your order may be cancelled:

  1. We are not able to contact you to verify your delivery address. Please make sure that you are available at the e-mail address and phone number you've provided.
  2. An item on your order has been backordered (out of stock) for more than 90 days, or has been discontinued and is no longer available. Again, we always try to inform our customers of these issues prior to order cancellation.

Cancelled orders cannot be reinstated. Therefore, a new order must be placed, with the correct information, if you still wish to receive the merchandise.

For all scenarios we will send you a notification, so please check your e-mail regularly (including "Junk" and "Spam" mail folders).

If you have any other questions or concerns about the nature of your order cancellation, please contact us using the "Contact Us" at the bottom of every page of www.samsgroceria.com that you surf and make sure to include the following information:

  1. Order number
  2. Recent communication with our Customer Care (if applicable)

If You Change Your Mind

If you change your mind, SAM'S Groceria offers a refund / exchange for most products within certain time periods (please see the table below). Please note that certain products can only be returned if they are faulty.

ProductRefund / Exchange

Perishable products;

We can't accept returns due to health and hygiene reasons such as undergarments.

Promotional items, Displayed items,Fresh & Frozen, Camera & Printed product.

Cannot be returned nor exchanged
Other products

Cannot be returned unless faulty must be done within 7 days from receipt


If you want to refund / exchange a product because you've changed your mind, please bring the products to the outlet where you placed your order from. We ask that you look after the product whilst it's in your possession and that when you return the product to us, you must also bring the original receipt, original packaging, tags, labels, accessories and complimentary gifts that come with it.

Refund

If you are not satisfied with your purchase, within 7 days from the purchase date, we will fully refund the cost of your order.

To request for a refund, please bring the products to the outlet from where you placed your order. When you return the product to us, you must also bring the original receipt, original packaging, tags, labels, accessories and complimentary gifts that come with it. Returned products must be in the condition you received them and in the original box and/or packaging.

Please note that we will not accept return of items from the following categories under any circumstances (Please see table under If You Change Your Mind):

  1. Promotional items
  2. Displayed items
  3. Fresh and frozen
  4. Camera and printed product
  5. Undergarments
  6. Perishable products

These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.

Customer Care will issue Credit Voucher with the same amount as the item exchanged or Customer Care will exchange the item with the same item as per Customer’s request. Customer can then shop as usual.

The Credit Voucher is valid for one day only and must be issued at and used in the same branch.

Customer Service reserves the right to reject the items that are not under Refund Policy. The items will be returned to Customer and exchange request is void.

Exchange

To request exchange item, please bring the products to the outlet from where you placed your order. When you exchange the product, you must also bring the original receipt, original packaging, tags, labels, accessories and complimentary gifts that come with it. Exchanged products must be in the condition you received them and in the original box and/or packaging.

Items that can be exchanged are due to faulty, wrong delivery and customer is not satisfied.

The reason must be valid based on Customer Care Exchange Policy, i.e.:

  1. Items cannot be exchanged with cash
  2. Items can be exchanged with Credit Voucher to pay for the exchange
  3. Exchange with the same item
  4. If amount of items exchanged exceeds Credit Voucher, customer is required to pay the difference
  5. If amount of items exchanged is below Credit Voucher amount, balance will not be returned
  6. Customer Care will issue Credit Voucher with the same amount as the item exchanged or Customer Care will exchange the item with the same item as per Customer’s request.
  7. Customer can then shop as usual.
  8. The Credit Voucher is valid for one day only and must be issued at and used in the same branch.
  9. Customer Care reserves the right to reject the items that is not under Exchange Policy. The items will be returned to Customer and exchange request is void.

Our Guide Price

For more info, please refer to Our Guide Price document.

Payment

Payment for Products ordered through SAM'S Groceria Online can be made by:

    1. For Delivery or Pay At The Door, only Debit Card and Credit Card (VISA card, MasterCard and American Express Card) are accepted.
    2. For Pick-up, tender types accepted are those tender types accepted at SAM'S Groceria store.

Rounding amount is applied to all payment transactions made for online orders via www.samsgroceria.com.

Example:

    1. Total order amount = RM 10.64
    2. Total order amount after rounding= RM 10.65

Bank Negara Rounding Mechanism

The Malaysian Government wishes to announce the introduction of a Rounding Mechanism to the nearest multiple of 5 sen for over-the-counter payments to be fully implemented by 1 April 2008.

The Rounding Mechanism only applies to the total amount of a bill and not on individual items. In the Rounding Mechanism exercise, the total amount of a bill which ends in 1, 2, 6 and 7 sen will be rounded down while the total bill which ends in 3, 4, 8 and 9 sen will be rounded up to the nearest multiple of 5 sen.

The implementation of the Rounding Mechanism brings benefits to both businesses and customers. Businesses will be able to save on handling costs and for customers, it will make payment faster and more convenient.

For more detailed explanation, please refer to the Bank Negara Rounding Mechanism document.

Credit Voucher

Credit Voucher is given to customers who refund or exchange items due to faulty products, unsatisfactory and any other reason that can be accepted by Customer Care. Credit Voucher has the same value as refund or exchange item.

If value of new item exceeds amount of Credit Voucher, Customer is required to pay the difference on the spot. If the amount is below the amount of Credit Voucher, the balance would not be returned.

The Credit Voucher must be used on the same day they are issued it. They are not valid on any other days.

Loyalty Card

Our loyalty card is our way to say thank you to all our loyal SAM'S Groceria patrons who have been with us since day one. SAM'S Groceria Family Card Program entity belongs to SAM'S Groceria Sdn Bhd. SAM'S Groceria Family Card Program is a rewards program only for SAM'S Groceria’s Customers.

You can collect SAM'S Groceria Family Card points when you shop in SAM'S Groceria online.

With your collected points you can convert your points to SAM'S Groceria Gift Vouchers or any other items available at our SAM'S Groceria Customer Care Counter. The more SAM'S Groceria Family Card points you collect, the more items you can redeem

To sign up your SAM'S Groceria Family Card, please follow these steps:

  • Drop by at any of our SAM'S Groceria stores
  • Proceed to our Customer Care Counter & fill in the application form
  • Use your SAM'S Groceria Family Card once you receive it

Delivery Information

All you need to know about delivery, from when your order will arrive to how it will get there.

For many of our products you can choose to collect from a store near you for free - find out more in the section about Click & Collect below.

Delivery costs will be displayed to you during checkout.

Home Delivery

Incoming orders will be processed on a daily basis, from Monday to Sunday. Our delivery time slot is by hourly basis, from 10:00 a.m. to 9:00 p.m. daily.

Our delivery is next day delivery. Please place your order one day in advance or two weeks in advance. For same day delivery arrangement, you may wish to place order before 6.00a.m in the morning.

Our delivery cost is RM 10.00 for all postcodes published on SAM'S Groceria Online shopping website.

How are items delivered?

All items are delivered directly to your door.

When placing your order please specify delivery instructions, e.g. narrow road. Upon delivery, we will ask you to check the condition of the goods and sign for delivery.

When Should I Expect My Delivery?

We will deliver the goods to you on the day you have selected and within the time slot you have chosen when you place your order.

What Should I Do If I Have Not Heard From The Courier?

Once you have placed your order, we will only contact you if there is a problem with your delivery.

You can check the status of your order at any time - just log on to "My Account" and go to "My Order" and click on your order number.

You will be contacted before the delivery by text or by phone to remind you we're coming. If for any reason we are unavoidably delayed, we will get in touch to let you know.

What Happens If I Am Not In For A Delivery?

We will call you before we deliver your goods to confirm you are in for delivery.

However, if you are not going to be in for your arranged delivery, you need to call Customer Care on 1300 300 786 to reschedule.

What Should I Do If My Delivery Is Late?

We will try our very best to keep you posted with any potential delay as soon as possible.

Unfortunately, delays can happen which are often beyond our control. If this means your order cannot be delivered on the confirmed delivery time, we will let you know as soon as we know of any delay. Please check the confirmed delivery time on your order confirmation and ensure you have not received any further emails or text messages from us with updates on the progress of your order.

How Can I Track My Order?

You can view your order status on the website. To find out the latest status of your order online log on to "My account" and go to "My Order" and click on the order number. Please note that our Customer Care Team doesn't have a more specific time of arrival for any order.

We will let you know if there are any changes with your order via email, text or phone. So it's really important that your contact details are up to date on your SAM'S Groceria account.

Who Can Sign For The Delivery?

Anyone in the house whose credit card is used to pay for the order when it is delivered and sign on the credit card slip.

Shipping to a Different Address

You can ship packages to your home, to work or to someone else. If you are purchasing for someone, you can send it directly to the recipient.

During checkout, when you get to the Secure Checkout page, click Home Delivery to change to a new destination.

Once you've completed checkout, we cannot reroute your order or change your shipping address. This is to ensure the security of your order.

More About Your Home Delivery

For urgent orders, please make a note on your order form so we can try our best to make a special arrangement for you.

Click & Collect

The Click & Collect service means you can collect your order at your selected store. The great thing about it is that you will no longer have to wait in for the delivery of your order - you can collect it in your own selected time from store of your choice.

How does it work?

This Click & Collect option will be displayed on the "Confirm and Submit" page.

You can place order from Monday to Sunday and collect in store on the next day between 10am - 9.00 pm.

We will hold the ordered products other than food items in store for a maximum of 1 day. We will hold food items for maximum 6 hours. Orders that are not picked up within 1day (6 hours for food items) will be returned to store.

To reschedule pick-up / delivery time of your order

Please call our Customer Care line at 1300 300 786 and inform them of your intention to reschedule pick-up or delivery. Choose the new available Pickup / Delivery time slot.

Data protection

Kindly refer to the below URL link pertaining to our Privacy & Cookies Policy as part of the Term & Condition of the website.