Return & Refund Policy

Thank you for shopping with Rempah Warisan Bernam. We are committed to providing you with high-quality, authentic Malaysian spices. Due to the nature of our products (food items), we have a specific return policy to ensure safety and quality for all our customers.

This policy applies to all purchases made through our official website, partner marketplaces (like Shopee and Lazada), and direct channels.

1. Conditions for Returns

We accept returns or exchanges only under the following conditions:

• The item you received is defective or damaged upon arrival.
• The item you received is the wrong product (i.e., not what you ordered).
• The product packaging has been compromised, affecting the integrity of the contents.

We do not accept returns for non-defective products, including cases of "change of mind," dislike of taste, or ordering the wrong item by mistake. This is a strict policy due to food safety and hygiene standards.

2. Timeframe for Reporting Issues

You must inspect your order upon receipt and contact us within 7 (seven) calendar days from the date of delivery to be eligible for a return or exchange. Any requests made after this period will not be entertained.

3. How to Initiate a Return or Exchange

To initiate a return or exchange, please follow these steps:

1. Contact our customer service team at info@rempahwarisanbernam.net.
2. Provide your order number and a clear description of the issue.
3. Attach clear photographic evidence of the defect, damage, or wrong item. This is mandatory for processing your request.
4. Our team will review your request within 3 business days and guide you on the next steps.

4. Refunds and Exchanges

Once your return is approved, we will offer one of the following solutions at our discretion:

• Exchange: We will send you a replacement for the same item at no additional cost. We will cover the shipping fees for the replacement.
• Refund: If a replacement is not possible or if you prefer, we will issue a full refund to your original method of payment. Please allow 5-10 business days for the refund to be processed by your bank or payment provider.

In most cases of approved returns, you will not be required to ship the defective product back to us, unless specifically requested by our team for quality inspection.

5. Non-Returnable Items

The following items are not eligible for return, exchange, or refund:

• Items on sale or clearance.
• Gift cards.
• Products where the issue is reported after the 7-day window.
• Products without valid proof of purchase and photographic evidence of the issue.

6. Contact Us

If you have any questions about our Return and Refund Policy, please do not hesitate to contact us at info@rempahwarisanbernam.net.