In this policy, the term “Sime Darby Oils Nutrition” is referred to as “we”, “us” or “our” and the customer is referred to as “you” or “yours”.
We reserve the right to revise, change, modify, amend, delete or remove, partly or wholly this policy at any time without prior written notice.
All goods sold are non-returnable/non-exchangeable/non-refundable unless otherwise stated below:
☐ Defected items upon delivery
☐ Wrong items ordered upon delivery
☐ Item not received
Damaged or faulty items
Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please contact us within 7 days from the day on which you received the item. We will exchange the item upon inspection of the item.
Wrong item received
We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the item in the same condition you received it and within 10 days from the day on which you received the item.
Item not received
We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been dispatched. We will check with the logistics team and to examine on the issue.
You can only request to exchange or return Products and request for refund. The right to cancel however does not apply to perishable products, products that are made under your specifications or personalised and sealed products.
You are entitled to return a product which was received by you in a damaged or defective condition from us not due to your own negligence. We retain the right to examine whether the returned product is indeed defective and/or damaged. In case the returned product is not defective or damaged, you will be informed about the same and the product received will be returned to the mailing address provided by you.
In case the returned product is eligible for a replacement, we will send the replacement product to the same address provided by you, subject to the availability of the stock of the Products.
As referred to the Return policy, returns for replacement/refunds/exchange under certain circumstances will NOT be accepted as given below:
a) Return request for exchange or replacement for the same product cannot be made more than three (3) times with total number of days for the request of exchange or replacement do not exceed thirty (30) days;
b) Request for return is made after ten (10) days of receiving the product by you;
c) The Products are used or is not in its original condition;
d) The Products are returned without its original packaging,
e) Product is damaged after use/opening;
f) Any consumable item which has been used;
g) Original seal is broken;
Items (a) to (g) stated above shall be collectively referred to as “Exempted Items”
For all returns after the expiry of a ten (10) day period and/or in unacceptable condition, we may not issue a refund to your account. We may , in our discretion, return the products to you (at a cost to you of the actual postage rate). If you decide to send the product back to us again or refuse accepting delivery, this will be deemed as irreversible authority for us to dispose off your goods without further notice. Disposal will not constitute any admission on our part that we have failed in any way to honour our obligations to you in full and will not constitute any unlawful action against the products. Acceptance of a return by your courier is not deemed to be acceptance by us.
All pickups and delivery charges to you for all returns and replacements for the Products due to the manufacturer’s defect are free of charge. If you return the products due to your own error, the delivery charges shall be borne by you.
Please refer to our Return Policy before you initiate a return request.
Within the Return Period, you can request a return via the return online form available on this website.
You may request for a refund when you cancel your order within the Return policy. Returns are subjected to our terms in Return Policy.
You will be acknowledged via email after we verify the nature of the defect/damage upon receiving the returned product from you. Refunds will be based on the mode of the payment you have used during the time you have placed your order. There will be lead time of ten(10) working days from the date of acknowledgement of validation of your refund request by us to process your refund. However, it may take up to twenty (20) working days for the respective banks to process the refund and reflect in your credit card statement or internet banking account. Do keep in touch with your banks directly in case of any delays after the confirmation of refund by us.
When processing the return and refund procedure, we may collect your personal data which includes your name, identification card number, address, telephone number, email address, payment details, purchase history or any information about you which you have provided to us/and or any information that has been or may be collected and processed by us through the platforms.
Use of Materials
You may access and use the materials solely for personal, informational and internal purposes in accordance with the Terms and Conditions. You may not distribute/sell/rent/lease/license or otherwise make the product catalogues or any other materials available on the website as your own. Such elements of the website are protected by intellectual property rights and may not be copied or imitated in whole or in part.
Any purchase of merchandise or services from the website will be strictly for personal use. You hereby expressly agree that any merchandise or services purchased by you will not be sold, resold, bartered or in any way used for any commercial purposes or for profit. You hereby acknowledge that the merchandise or services purchased is not transferrable to any third party for profit