Refund policy

We stand behind every jar and every box. If something is wrong with your order, we will put it right. Because our products are food, we also have to protect every customer's health, so some returns have conditions. This policy is in addition to your legal rights, including your rights under Malaysia's Consumer Protection Act 1999 and the consumer laws of your country. Nothing here takes those rights away.

1. Damaged, faulty, wrong or missing items: full remedy, at our cost

Contact us within 7 days of delivery if your order:

  • arrives broken, leaking or damaged;
  • is not what you ordered, or is missing an item;
  • is past its best-before date, or has a quality problem (for example foreign matter, spoilage, or a broken seal on arrival).

Send your order number and clear photos (or a short video) of the product and packaging. You choose a replacement or a full refund, including the shipping you paid. We cover any return shipping. Please do not post broken glass back to us; photos are enough.

For a quality concern we may ask for a photo of the label and batch code, and occasionally for the jar back for testing. If we do, we arrange and pay for the collection.

If you find a problem later: if a fault only becomes clear after 7 days, contact us anyway. Your legal right to products of acceptable quality does not end after 7 days, and we will assess every case fairly.

Sale and promotional items have exactly the same protection under this section.

2. Changed your mind: unopened items within 14 days

You can return items that are unopened, with the seal intact and in their original condition within 14 days of delivery:

  • Contact us first and we will confirm the return address.
  • You pay the return postage, and we recommend a tracked service.
  • Once we receive the item and check that the seal is intact, we refund the product price to your original payment method. The original delivery fee is not refunded.

Opened food cannot be returned for a change of mind. We cannot resell or safely reuse opened food, so this protects every customer. This is the same rule used by food sellers internationally, including under EU consumer law.

3. Natural honey is not a defect

Raw honey is a natural product. These are normal and are not faults:

  • Crystallisation (honey turning thick or grainy). Warm the jar gently in water below 40°C to make it liquid again.
  • Differences in colour, aroma or taste between harvests and batches.
  • Honeycomb weight. Each comb is natural, so pieces are about 800g and vary slightly.

4. Lost parcels

If your parcel is confirmed lost by the courier, or tracking shows no movement for 10 business days, we will resend your order or refund you in full. If tracking says delivered but you cannot find it, please check with neighbours or building management first, then contact us and we will open a claim with the courier.

5. How refunds are paid

  • Approved refunds go to your original payment method within 7 business days of approval. Your bank may take a few extra days to show it.
  • Store credit is offered only if you prefer it. It is never the only option.

6. International orders

The same rules apply. For damage, faults or wrong items, we refund or replace at our cost, as in section 1. For change-of-mind returns, international return postage and any customs fees are your responsibility. Import duties and taxes charged by your country are not refundable unless the order was faulty or wrong.

7. Orders from other stores

Orders placed through Shopee, TikTok Shop, Lazada or physical retailers follow that platform's or store's return process. We will still help if you contact us.

How to contact us