This Return, Refund and Exchange Policy applies to all purchases made through the website operated by SAVORY SIPS SDN BHD.

Please read this Policy carefully before placing an Order. By purchasing Goods through our Service, You acknowledge and agree to the terms and conditions set out below.

1. Definitions

For the purposes of this Return, Refund and Exchange Policy:

  • “Company” (referred to as either “the Company”, “We”, “Us” or “Our”) refers to SAVORY SIPS SDN BHD.
  • “Goods” refers to the items offered for sale on the Service.
  • “Orders” means a request by You to purchase Goods from Us.
  • “Service” refers to the SAVORY SIPS SDN BHD website, accessible from https://savorysips.store/.
  • “You” means the individual accessing the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
  • “Return” means the process of sending Goods back to the Company where a return has been approved.
  • “Refund” means the reimbursement of an eligible amount paid by You for Goods in accordance with this Policy.
  • “Exchange” means the replacement of eligible Goods with another Product or the correct Product, subject to availability and approval by the Company.
  • “Evidence” means photographs, videos, Order information, delivery information, or other supporting documents that may reasonably be required by the Company to assess a return, refund, or exchange request.

2. General Return, Refund and Exchange Policy

Unless otherwise stated in this Policy or required by applicable Malaysian law, all Goods sold by SAVORY SIPS SDN BHD are not exchangeable and are not refundable.

Due to the nature of the Goods sold through our Website, particularly food products such as snacks, biscuits, jams, instant noodles, and other consumable items, We generally do not accept returns, refunds, or exchanges for reasons such as change of mind, incorrect selection, or personal preference.

However, a return, refund, or exchange may be considered in the following circumstances:

  • The wrong item was sent by the Company;
  • The Goods received do not match the specifications, description, features, or information advertised on the Website;
  • The Goods received are spoiled, damaged, or defective upon delivery; or
  • The delivery exceeds the delivery timeline stated in the Company’s Shipping Policy.

Any request that does not fall within one of the circumstances above may be rejected, subject to any rights that cannot legally be excluded under applicable Malaysian law.

3. Wrong Item Sent

If We send You the wrong Product, You may contact Us to request an appropriate resolution.

You must provide sufficient Evidence to allow Us to verify that the Product received does not match the Product included in Your Order.

Evidence may include:

  • A clear and continuous unboxing video;
  • Photographs of the Product received;
  • Photographs of the parcel and shipping label;
  • Your Order number;
  • Details of the Product ordered; and
  • Any other information reasonably requested by the Company.

After reviewing the information provided, We may offer an appropriate remedy, which may include an exchange for the correct Product, replacement, refund, or another suitable resolution.

The final resolution will depend on the circumstances of the case and Product availability.

4. Product Does Not Match Website Information

If the Product You receive materially differs from the specifications, description, features, or other information advertised on the Website, You may contact Us regarding the issue.

Examples may include:

  • The wrong Product variant being supplied;
  • Product specifications being materially different from those advertised;
  • A Product being materially different from the advertised description; or
  • Other material discrepancies between the Product purchased and the Product received.

Minor differences in packaging, branding, labels, colours, or appearance caused by manufacturer updates may not necessarily qualify for a refund or exchange where the Product itself remains substantially the same.

The Company will assess each request based on the available Evidence.

5. Spoiled, Damaged or Defective Goods

If You receive Goods that are spoiled, damaged, or defective upon delivery, You should contact Us immediately.

You should not consume or use a Product that appears unsafe, spoiled, contaminated, severely damaged, or otherwise unsuitable for consumption or use.

For food Products, You should retain the Product and its original packaging where reasonably possible until We have completed our assessment.

The Company may request photographs, videos, Order information, batch information, expiry or best-before information, packaging details, or other Evidence to investigate the issue.

If the issue is verified and the request is approved, We may provide an appropriate remedy, which may include replacement, exchange, refund, or another reasonable resolution.

6. Delivery Exceeding the Stated Timeline

Our standard delivery timeframe is stated in our Shipping Policy.

If Your Order exceeds the applicable delivery timeframe stated in the Shipping Policy, You may contact Us regarding the delayed delivery.

We will review the delivery status and may investigate the matter with the relevant Courier.

A refund request based on delivery delay may be subject to verification of the actual delivery status and the circumstances causing the delay.

Where the Company determines that the applicable delivery timeline has been exceeded and the request qualifies under this Policy, an appropriate refund or other resolution may be provided, subject to applicable law.

Delivery delays caused by circumstances outside the Company’s reasonable control may be considered when assessing the request.

7. Change of Mind

We do not accept returns, refunds, or exchanges simply because You have changed Your mind after placing an Order.

This includes situations where:

  • You no longer want the Product;
  • You ordered the wrong Product;
  • You ordered the wrong quantity;
  • You selected the wrong Product;
  • You no longer require the Product;
  • You do not like the Product; or
  • You purchased the Product by mistake.

Customers should carefully review their Order before completing the checkout process.

Nothing in this section is intended to exclude any mandatory consumer rights provided under applicable Malaysian law.

8. Unwanted Food Products

For hygiene, food safety, and product integrity reasons, consumable Goods generally cannot be returned simply because they are unwanted or no longer required.

This applies even where the Product remains unopened, unless the return is otherwise permitted under this Policy or required by applicable law.

9. Required Unboxing Video

For refund, return, or exchange requests relating to damaged, defective, incorrect, spoiled, or otherwise disputed Goods, You are required to provide a clear and continuous unboxing video.

The unboxing video should clearly show:

  • The parcel before it is opened;
  • The parcel remaining unopened at the beginning of the recording;
  • The shipping label;
  • The external packaging;
  • The opening of the parcel;
  • The internal packaging;
  • All Goods received; and
  • The condition of the Goods immediately after opening.

The video should be continuous and should not be materially edited or interrupted.

The purpose of the unboxing video is to allow the Company to verify the condition and contents of the parcel at the time it was received.

10. First-Use Video

Where applicable, You may also be required to provide a clear video showing the first use of the Product.

This may be required where the issue cannot reasonably be identified from the unboxing video alone.

The first-use video should clearly demonstrate:

  • The Product being used for the first time;
  • The relevant issue or defect;
  • The condition of the Product before use, where applicable; and
  • Any other details reasonably required to assess the claim.

For food Products, You should not use or consume a Product if it appears spoiled, contaminated, damaged, or otherwise unsafe.

11. Photographs and Supporting Evidence

In addition to the required videos, You may be required to provide relevant photographs or supporting documents.

This may include:

  • Photographs of the parcel;
  • Photographs of the shipping label;
  • Photographs of the Product;
  • Photographs of damaged or defective areas;
  • Photographs of the Product packaging;
  • Photographs showing the expiry or best-before date;
  • Photographs showing the batch or lot number;
  • Order confirmation;
  • Payment information;
  • Delivery information;
  • Courier tracking information; or
  • Other relevant supporting documents.

The Company reserves the right to request additional Evidence where reasonably necessary to assess a claim.

12. Submission Deadline

All return, refund, and exchange requests must be submitted to the Company within 24 hours of receiving the Goods.

You must contact Us at:

Email: savory_sips@outlook.com

The 24-hour period begins from the time the Order is recorded as delivered or received by You or an authorised recipient at the Delivery Address.

We strongly recommend that You inspect the parcel and Goods immediately upon receipt.

13. Requests Submitted After 24 Hours

Any return, refund, or exchange request submitted after the 24-hour period may not be accepted.

Similarly, requests that are submitted within the 24-hour period but do not contain the required Evidence may also be rejected.

You are responsible for ensuring that Your request is submitted within the required timeframe and that sufficient Evidence is provided.

This requirement does not apply to the extent that applicable Malaysian law provides a mandatory consumer right that cannot legally be excluded or restricted.

14. Evidence Requirements

The Company may reject a return, refund, or exchange request where:

  • No unboxing video is provided where one is required;
  • The unboxing video is unclear;
  • The video does not show the unopened parcel;
  • The shipping label cannot be identified;
  • The video is materially edited or interrupted;
  • The condition of the Product cannot be verified;
  • Required photographs are not provided;
  • Supporting documents are missing;
  • The submitted Evidence is inconsistent with the claim;
  • The request is submitted after the 24-hour deadline; or
  • The Company cannot reasonably verify that the issue existed when the Product was received.

We reserve the right to request additional Evidence before making a final decision.

15. Original Packaging

Where a return is approved, You may be required to retain and return the original Product packaging.

This may include:

  • Original Product packaging;
  • Outer parcel;
  • Shipping label;
  • Internal packaging;
  • Product labels;
  • Accessories; and
  • Other materials supplied with the Order.

You should not dispose of the packaging or Product before contacting Us regarding a potential return, refund, or exchange.

16. Return Instructions

Do not send any Goods back to the Company without first receiving instructions or approval from Us.

Unauthorised returns may not be processed.

If We approve a return, We will provide instructions regarding:

  • The return address;
  • The return method;
  • Packaging requirements;
  • Required Evidence;
  • Courier arrangements; and
  • Any other relevant return requirements.

You must follow the return instructions provided by the Company.

17. Return Shipping Costs

Where the Company confirms that the wrong Product was sent, or where a Product is verified to be damaged, defective, spoiled, or otherwise eligible for a return due to an issue attributable to the Company, We may arrange or reimburse reasonable return shipping costs where applicable.

Where a return is not caused by an error or issue attributable to the Company, any return shipping costs may be the responsibility of the customer.

The Company will communicate the applicable return arrangements before a return is made.

18. Refund Assessment

All refund requests are subject to review and verification.

Receiving a refund request does not automatically mean that the refund will be approved.

We may assess:

  • The Order details;
  • Product information;
  • Delivery information;
  • The date and time the Order was received;
  • The submitted Evidence;
  • The condition of the Product;
  • The reason for the request;
  • Courier information;
  • Product availability; and
  • Any other relevant circumstances.

After completing the assessment, We will determine whether the request qualifies for a refund, exchange, replacement, or another appropriate resolution.

19. Refund Method

Where a refund is approved, the refund will generally be processed through the applicable payment method or another reasonable method determined by the Company.

The time required for the refunded amount to appear in Your account may depend on the payment provider, bank, card issuer, or other financial institution.

The Company does not control the processing time of third-party financial institutions.

20. Partial Refunds

Where appropriate, the Company may offer a partial refund instead of a full refund.

A partial refund may be considered where:

  • Only part of an Order is affected;
  • Only certain Goods are damaged or defective;
  • The issue affects only part of the Product;
  • The circumstances reasonably justify a partial refund; or
  • Another appropriate resolution is agreed between You and the Company.

The amount of any partial refund will depend on the circumstances and the extent of the verified issue.

21. Exchanges and Replacements

Where an exchange or replacement is approved, the replacement Product will generally be the same Product or the correct Product originally ordered, subject to availability.

If the original Product is unavailable, We may offer another appropriate resolution, which may include:

  • A suitable alternative Product;
  • Store credit;
  • Partial refund; or
  • Full refund.

Any proposed alternative will be subject to Your agreement where appropriate.

22. Product Availability for Exchanges

An exchange is subject to Product availability.

If the requested replacement Product is no longer available, We may provide another appropriate remedy.

We do not guarantee that an identical replacement Product will always be available.

23. Promotional and Discounted Goods

Goods purchased using promotions, discounts, vouchers, or other special offers remain subject to this Policy.

The use of a discount or promotional code does not automatically create a right to return or exchange a Product.

Where a refund is approved, the refund amount may take into consideration the actual amount paid for the affected Product after applicable discounts or promotions.

24. Multiple Products in One Order

If an Order contains multiple Products and only one or some of the Products are affected by an eligible issue, the Company may assess the affected Products separately.

A problem affecting one Product does not automatically qualify the entire Order for a refund.

The Company will determine the appropriate remedy based on the circumstances of each case.

25. Fraudulent or Abusive Claims

We reserve the right to reject claims that We reasonably believe are fraudulent, misleading, abusive, dishonest, or otherwise inconsistent with the available Evidence.

Examples may include:

  • Repeated unsupported refund claims;
  • Manipulated or misleading Evidence;
  • False statements regarding Product condition;
  • Deliberate damage to Products;
  • Unauthorised use of another person’s Order information; or
  • Attempts to misuse this Policy.

Where appropriate, We may suspend or restrict future Orders or accounts associated with fraudulent or abusive activity, subject to applicable law.

26. Inspection and Verification

The Company may request that Goods be returned for inspection where reasonably necessary.

We may inspect the returned Product, packaging, labels, and other relevant materials to determine whether the claim is valid.

The Company may also contact the Courier, supplier, manufacturer, payment provider, or other relevant party when investigating a claim.

27. Food Safety

If You believe that a food Product is spoiled, contaminated, damaged, or otherwise unsafe for consumption, You should not consume the Product.

You should retain the Product and packaging where reasonably possible and contact Us promptly.

Please provide clear photographs or videos showing the issue and relevant information such as the Product name, batch number, expiry or best-before date, and Order details where available.

We may require the Product to be retained for investigation.

28. Manufacturer Packaging Changes

Product packaging, labels, designs, colours, or other external characteristics may change from time to time due to manufacturer updates.

Such changes do not automatically constitute grounds for return, refund, or exchange where the Product remains materially consistent with the Product purchased.

Where there is a material discrepancy between the advertised Product and the Product received, We will assess the matter accordingly.

29. Incorrect Customer Information

The Company is not generally responsible for issues arising from incorrect information provided by You during checkout.

This may include:

  • Incorrect Product selection;
  • Incorrect quantity;
  • Incorrect Delivery Address;
  • Incorrect contact number;
  • Incorrect recipient name; or
  • Other inaccurate information.

Such circumstances generally do not qualify for a refund or exchange unless otherwise required by applicable law.

30. Refused Deliveries

If You refuse to accept a properly fulfilled Order without a valid reason covered by this Policy, the refusal does not automatically create a right to a refund.

We may contact You to determine whether the Order can be redelivered or otherwise resolved.

Any applicable refund will be subject to the circumstances of the case and applicable law.

31. Policy Changes

We reserve the right to modify, update, or amend this Return, Refund and Exchange Policy from time to time.

Changes may be made to reflect:

  • Changes in Our business operations;
  • Changes in Product categories;
  • Changes in delivery arrangements;
  • Changes in payment methods;
  • Changes in applicable laws or regulations; or
  • Changes to Our customer service procedures.

The latest version of this Policy will be published on the Website.

The version of the Policy applicable to an Order will generally be the version in effect at the time the Order was placed, unless otherwise required by applicable law.

32. Consumer Rights

This Policy is intended to establish Our standard procedures for returns, refunds, and exchanges.

Nothing in this Policy is intended to exclude, restrict, or remove any rights, remedies, guarantees, or protections that You may have under applicable Malaysian law where such rights cannot legally be excluded or restricted.

Where applicable law provides You with a mandatory right that conflicts with this Policy, the applicable law shall prevail to the extent of that conflict.

33. Governing Law

This Return, Refund and Exchange Policy shall be governed by and construed in accordance with the laws of Malaysia.

Any dispute arising out of or relating to this Policy shall be subject to the applicable jurisdiction of the courts of Malaysia.

Nothing in this section limits any mandatory consumer rights or remedies available under Malaysian law.

34. Contact Us

All return, refund, and exchange requests must be submitted by email within the required 24-hour period.

Please contact:

SAVORY SIPS SDN BHD

Email: savory_sips@outlook.com
Contact Number: 011-20699171
Address: NO. 1-207, Taman Nenas Fasa 2, 09000 Kulim, Kedah, Malaysia
Website: https://savorysips.store/

When contacting Us, please include Your:

  • Full name;
  • Order number;
  • Product name;
  • Date and time the Order was received;
  • Reason for the return, refund, or exchange request;
  • Clear and continuous unboxing video;
  • First-use video where applicable;
  • Relevant photographs; and
  • Any other supporting information requested by the Company.

We will review the submitted information and contact You regarding the outcome of the request.

By placing an Order through the Service, You acknowledge that You have read, understood, and agreed to this Return, Refund and Exchange Policy.