Refund Policy

Because our products are food, we cannot accept returns for change of mind. If your order arrives damaged, wrong, incomplete or with a quality problem, tell us within [7] days of delivery and we will make it right.

1. What We Accept

We will replace or refund your item if:

  • It arrived damaged: torn packaging, broken jar or seal, or contents spilled
  • You received the wrong item: wrong product, size or type (for example, black pepper instead of white)
  • Something is missing from your order
  • There is a quality problem: the product is expired, mouldy, has an off smell, or contains foreign matter
  • For bird's nest: the net weight is below what is stated on the package


2. What We Cannot Accept

  • Change of mind, or ordering the wrong item by mistake
  • Products that have been opened, used or stored incorrectly, unless there is a quality problem
  • Natural variation in colour, size, aroma or piece count, as described on the product page
  • Requests made more than [7] days after delivery
  • Damage caused after delivery


3. Bird's Nest

Bird's nest is a high-value product, so we ask for extra care:

  • Please record a continuous unboxing video, starting from the sealed parcel, when you open a bird's nest order.
  • Do not soak or cook the nest before checking it. Once a nest has been soaked or cooked, we can only help if there is a clear quality problem.
  • Weight claims must be supported by a video of the unopened box being weighed on a scale.


4. How to Request a Return or Refund

  1. Contact us by WhatsApp or email within [7] days of delivery.
  2. Send your order number, a short description of the problem, and clear photos or video of the item, packaging and shipping label.
  3. We will reply within [2] working days and tell you the next step.

Please keep the item and all packaging until your request is resolved.


5. What Happens Next

  • Replacement: we send a new item at no extra cost, if it is in stock.
  • Refund: if a replacement is not possible, or if you prefer, we refund the item.
  • For small or obvious problems, we may resolve your request from photos alone, without asking you to send the item back.


6. Return Shipping

  • Our mistake (damaged, wrong, missing or quality problem): we pay the return shipping, or arrange collection.
  • We will not ask you to return an item without first agreeing the method with you.


7. Refunds

  • Refunds are made to your original payment method within [7] working days after we approve your request.
  • If the whole order is refunded because of our mistake, the shipping fee you paid is refunded too.
  • Your bank or card issuer may take a few extra days to show the refund.

8. Cancelling an Order

You can cancel for a full refund before your order is shipped. Once it has been handed to the courier, it can no longer be cancelled.


9. Contact Us

  • WhatsApp: [phone number]
  • Email: [email]


This policy does not affect your rights under the Consumer Protection Act 1999.

Last updated: [date]