Terms & Conditions

Effective date: 14th February 2025

These Terms & Conditions (“Terms”) govern your use of colloflex.com (the “Site”) and any purchases you make from FSF Global Trading (“ColloFlex”, “we”, “us”, or “our”).

By browsing the Site, creating an account or placing an order, you agree to be bound by these Terms. If you do not agree, please do not use this Site.

1. About us

FSF Global Trading
Business registration: 003756234-X
Registered address: 53, Jalan Sungai Merbau 32/93, Kemuning Greenville, 40460 Shah Alam, Selangor, Malaysia
Operational & returns address: Semenyih Integrated Industrial Park, 43500 Semenyih, Selangor, Malaysia

Contact:

2. Scope of these Terms

These Terms apply to:

  1. Your access to and use of the Site, including browsing content and using your account.
  2. Any orders you place for products sold directly by ColloFlex via this Site (retail customers).
  3. Separate or additional terms may apply to retailers / wholesale buyers – see section 17.

We may update these Terms from time to time. The version posted on this page at the time you place your order will apply to that order.

3. Eligibility

To use this Site and purchase products you must:

  • Be at least 18 years old, and
  • Have the legal capacity to enter into a binding contract in your jurisdiction.

By placing an order, you confirm that these conditions are met.

4. Health & medical disclaimer

ColloFlex is a food supplement / adult milk drink, not a medicine.

  • Products and content on this Site are not intended to diagnose, treat, cure or prevent any disease.
  • Information provided is for general educational purposes only and does not replace advice from a doctor, pharmacist or other qualified healthcare professional.
  • You should consult a healthcare professional before using ColloFlex if:
    • You are pregnant or breastfeeding
    • You have any chronic medical condition
    • You are taking prescription medication
    • You intend to give the product to children, or you are unsure whether it is appropriate for you.

Individual results can vary. Any references to how quickly customers feel a difference (e.g. gut comfort or joint comfort after regular daily use) are based on self-reported experiences and do not guarantee specific outcomes for every person.

If you experience any adverse reaction, stop using the product and seek medical advice immediately.

5. Product information

We aim to provide accurate information about our products, including ingredients, nutritional values and usage directions. However:

  • Packaging, labels and product formulas may occasionally change.
  • Always read the label, directions and warnings on the product you receive before use.
  • If there is any inconsistency between the Site and the product label, follow the label and contact us if you have questions.

We reserve the right to discontinue or modify products at any time.

6. Prices, currency & taxes

  • All prices on colloflex.com are shown in USD (United States Dollars) unless otherwise stated.
  • Product prices generally include local sales taxes/VAT where applicable on our side.
  • Import duties, local taxes and handling fees charged by customs or couriers in the destination country are the responsibility of the buyer unless we explicitly state that we prepay those duties for a specific destination or promotion.

If we offer an “import tax prepay” option for certain US orders, this will be clearly labelled at checkout. In that case we will pay the estimated import duties/taxes to the courier on your behalf. Any additional charges beyond that estimate remain your responsibility.

We may change prices at any time, but such changes will not affect orders that have already been accepted.

7. Payment

We currently accept:

  • Credit / debit cards via Stripe
  • PayPal

By submitting an order, you confirm that:

  • You are authorised to use the selected payment method; and
  • The payment information you provide is accurate and complete.

Payment must be successfully authorised before we dispatch any order. We reserve the right to cancel or hold orders if we suspect fraud, unauthorised use or other irregularities.

All card data is processed securely by Stripe or PayPal; we do not store full card details on our servers.

8. Ordering process & contract of sale

  1. Placing an order
    • When you place an order on the Site, this is an offer to buy the products.
    • You will receive an automatic order confirmation email.
  2. Order acceptance
    • Acceptance of your order occurs when we send a shipping confirmation and hand over the parcel to the courier.
    • We may decline or cancel an order before dispatch, for example due to stock issues, payment problems, restrictions to your country, or suspected misuse.
  3. Order changes & cancellations
    • If you need to change or cancel an order, contact us as soon as possible at support@colloflex.com.
    • Once the order has been packed or shipped, we may not be able to modify it; in that case the standard returns policy applies.

9. Shipping & delivery

9.1 Shipping regions & carriers

We ship to most countries worldwide using mainly:

  • DHL Express
  • FedEx

Some countries may not be serviceable because of import restrictions, sanctions or courier limitations. If we cannot ship to your location, we will cancel your order and issue a refund.

9.2 Handling time

  • Orders are typically dispatched within 1–3 business days after payment has been received and cleared.
  • During busy periods, public holidays or unexpected events, handling time may be slightly longer.

9.3 Delivery estimates

Indicative delivery windows (business days after dispatch):

  • Asia: approx. 5–10 business days
  • Other regions (US, UK, EU, AU, NZ, Canada and others) may vary depending on courier and customs processing.

These are estimates only and not guaranteed delivery dates. Delays can occur because of customs clearance, local courier issues, extreme weather, strikes, public holidays or other events beyond our control.

9.4 Tracking

  • We provide a tracking number for all shipped orders, where available.
  • You can use this number on the courier’s website to follow your shipment.

9.5 Customs, import duties & local charges

  • International shipments may be subject to customs inspections, import duties, taxes and logistic handling fees charged by the courier or local authority.
  • Unless we clearly state otherwise, these fees are payable by the recipient directly to the courier or customs at/after delivery.
  • Refusal to pay such charges may result in the parcel being returned, destroyed or confiscated. In those cases, see section 12 (Non-refundable cases).

10. Lost, delayed or damaged parcels

10.1 Delayed or no tracking updates

If your parcel appears delayed:

  1. First check tracking on the courier’s website.
  2. Contact the courier with your tracking number.
  3. If there is still no update, contact us at support@colloflex.com.

We generally treat a parcel as “lost” if:

  • There is no scan or movement for 14 business days from the last update, and
  • The courier’s investigation confirms that the parcel cannot be located.

10.2 Our resolution

Where a parcel is confirmed as lost, we will:

  • Either resend the order at our cost, or
  • Refund the product cost (and shipping where required by law), at our discretion, based on stock availability and destination risk.

10.3 Damaged on arrival

If products arrive visibly damaged:

  • Take clear photographs of:
    • The outer box (including labels)
    • The inner packaging
    • The damaged product(s)
  • Contact us within 7 days of delivery with photos and order details.

Depending on the situation, we may issue a replacement, partial refund, or full refund.

11. Returns & refunds (consumer purchases)

Because ColloFlex is a food supplement / ingestible product, we must follow strict hygiene and safety rules.

11.1 Return window

  • We accept returns of unopened products within 14 days from the date you receive your order.

11.2 Conditions for a valid return

To be eligible for a refund:

  • Products must be unopened, unused and in original packaging, including tamper-evident seal intact.
  • Products must be free from damage (other than any issue reported as damaged on arrival).
  • You must contact us first to obtain return instructions.

11.3 Return shipping costs

  • If the return is due to change of mind, ordering the wrong item, or other non-fault reasons, you are responsible for return shipping costs and any customs charges on return.
  • If we sent the wrong item or the product was defective or damaged on arrival, we will cover or reimburse reasonable return shipping costs, or provide a replacement without requiring a return where appropriate.

11.4 How to request a return

  1. Email support@colloflex.com with your order number, name and reason for return.
  2. We will confirm whether the return is eligible and provide the correct return address and instructions.
  3. Package the items securely and use a trackable shipping service.
  4. Once we receive and inspect the return, we will process your refund.

11.5 Refunds

  • Approved refunds will be issued to your original payment method (Stripe or PayPal) within 5 business days of receiving the returned goods.
  • Your bank or payment provider may need additional time to credit the funds.

12. Non-refundable cases

We may not be able to offer a refund or replacement if:

  • The product has been opened, used, or the safety seal is broken (except where there is a proven quality issue).
  • You provide an incorrect or incomplete address, causing non-delivery or return.
  • You refuse or fail to pay import duties, taxes or courier handling fees, resulting in the parcel being returned, destroyed or abandoned.
  • You do not collect the parcel from the courier or pickup point within their time limit.
  • You notify us of issues outside the stated time windows (e.g. long after delivery without evidence).
  • The parcel is delayed due to events beyond our control (customs delays, natural disasters, strikes, etc.), and ultimately delivered.

We will always try to be fair and reasonable, but we must also protect product safety and comply with international shipping rules.

13. User accounts & site behaviour

If you create an account on the Site, you are responsible for:

  • Keeping your login details confidential
  • All activity that occurs under your account

You agree not to:

  • Use the Site for unlawful purposes or in violation of any applicable laws
  • Attempt to gain unauthorised access to our systems or data
  • Interfere with the security or performance of the Site
  • Post or submit any content that is defamatory, obscene, infringing, misleading or otherwise inappropriate

We may suspend or terminate your account if we believe you have violated these Terms.

14. Reviews, testimonials & user content

You may be able to submit product reviews, comments or testimonials.

By submitting such content you:

  • Grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, display and publish your review in connection with ColloFlex (for example on our Site, marketing materials or social media), using first name / initials and country where appropriate.
  • Confirm that your content is accurate, based on your genuine experience, and does not infringe the rights of any third party.

We may edit or decline to publish content that is offensive, misleading or unrelated to the product.

15. Intellectual property

All content on this Site, including logos, product images, graphics, text, design and layout, is owned by or licensed to FSF Global Trading and is protected by copyright, trademark and other intellectual property laws.

You may:

  • View and print content for your personal, non-commercial use only.

You may not:

  • Copy, reproduce, modify, distribute, display or use any content for commercial purposes without our prior written consent.

16. Limitation of liability

To the fullest extent permitted by law:

  • We are not liable for any indirect, incidental, special or consequential damages, loss of profits, or loss of data arising from your use of the Site or products.
  • Our total liability for any claim related to a purchase shall not exceed the total amount paid by you for that order.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under applicable law.

You are responsible for determining whether ColloFlex is suitable for your needs and for following all usage instructions and medical advice.

17. Retailers & wholesale buyers

If you apply to become a retailer / reseller of ColloFlex:

  • Additional or separate terms may apply, including:
    • Minimum order quantities (for example, starting from 100 bottles, with tiered pricing for higher volumes)
    • Rules about the use of our trademarks, product images and marketing materials
    • Territory, pricing and sales channel guidelines

In general, retailers must not misuse our brand assets, make unauthorised medical claims, or misrepresent themselves as the manufacturer. Wholesale terms will be shared with you directly and will prevail over these consumer Terms where they conflict.

18. Governing law & jurisdiction

These Terms are governed by the laws of Malaysia, without regard to conflict of law principles.

Any disputes arising out of or in connection with these Terms, your use of the Site, or purchases made from us shall be subject to the exclusive jurisdiction of the courts of Malaysia, unless mandatory law in your country of residence provides you with additional consumer protections.

19. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

20. Contact information

If you have any questions about these Terms or your order, please contact:

FSF Global Trading (ColloFlex)
Email: support@colloflex.com
WhatsApp / Telegram (messages only): +60 18 2119951
Operational address: Semenyih Integrated Industrial Park, 43500 Semenyih, Selangor, Malaysia

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