Returns & Refund Policy

Why We Cannot Accept Returns

Red Tongkat Ali root slices are a natural food and herbal product intended for human consumption. Like all edible goods — food, tea, spices, dried herbs — we cannot accept returns once a product has been dispatched.

This is not just our policy — it is standard practice across the food and supplement industry worldwide, and is consistent with food safety regulations in Malaysia, the EU, UK, USA, and Australia. A returned food product cannot be resold or reused, as we cannot verify its condition or whether it has been tampered with after leaving our hands.

We appreciate your understanding. This policy protects not just us — it protects every customer who receives a fresh, unhandled product directly from our stock.

What We Will Always Make Right

While we cannot accept returns, we take full responsibility for problems on our side. If any of the following apply to your order, we will resend your product at no cost:

• ✅
  Product arrived visibly mouldy, rotten, or spoiled — Our root slices are vacuum-sealed and should arrive in perfect dry condition. If they arrived damaged, that is our responsibility.
• ✅
  Package was lost in transit — If your order does not arrive within the estimated delivery window and tracking confirms it is lost, we will reship your order.
• ✅
  Wrong item or quantity received — If we made a packing mistake, we will send the correct item immediately.
• ✅
  Packaging severely damaged on arrival — If the vacuum seal is broken and the product is clearly compromised due to shipping damage, contact us with photos.

📸 How to Claim a Replacement

If you believe your order has a genuine quality issue covered above, please follow these simple steps:

What Is Not Covered

We are a small personal business and we want to be fair and transparent. The following situations are not covered under our replacement policy:

• ✗
  Change of mind or personal preference after purchase
• ✗
  Dissatisfaction with the natural taste or bitterness — this is expected and a sign of an authentic product
• ✗
  Delays caused by your country's customs authority — we cannot control customs processing times
• ✗
  Claims submitted more than 7 days after confirmed delivery
• ✗
  Claims without photographic evidence of the issue
• ✗
  Packages confiscated or returned by customs (please verify your country's import rules before ordering)

Our Commitment to You

We are proud of the quality of our Red Tongkat Ali, and we ship only products we would personally consume ourselves. In many years of selling, genuine quality complaints have been extremely rare — because we take care with every order.

If something ever goes wrong on our side, we will take care of it — promptly and fairly. Our reputation matters more to us than any single order.