Welcome to SEDRA HONEY, a Yemeni honey brand based in Malaysia. By accessing and using our website, you agree to be bound by the following terms and conditions. These terms and conditions govern your access to and use of our website, including any content, features, and services offered by SEDRA INTERNATIONAL SDN BHD (SEDRA HONEY).
Definitions
In these terms and conditions, the following terms have the following meanings:
- "SEDRA HONEY", "we", "us", or "our" refers to SEDRA INTERNATIONAL SDN BHD, a Yemeni honey brand based in Malaysia.
- "Customer" or "you" refers to any person who accesses or uses our website.
- "Product(s)" means the Yemeni honey and other products offered for sale on our website.
- "Website" means our website located at www.sedrahoney.com.
Shipping and Delivery:
a) Delivery Timeframe:
- West Malaysia: 3-5 working days for delivery.
- East Malaysia: 5-10 working days for delivery.
b) Shipping Fee:
- West Malaysia: RM12 for purchases below RM200, waived for purchases above RM200.
- East Malaysia:
- Orders with less than 6kg: RM30 standard shipping fee.
- Orders with 6kg-10kg: RM40 standard shipping fee.
- Additional RM4 for every additional kg above 1kg.
c) Delivery Terms & Condition:
- Customers are responsible for any extra taxes imposed by the government.
- Public Holidays and large sales events may cause processing and delivery delays.
- Shipping address can be changed by contacting customer service.
- Tracking number will be sent via email after order confirmation.
- To track the parcel, visit https://www.post2u.com.my and enter the tracking number.
Refunds and Returns:
We stand behind every jar and every box. If something is wrong with your order, we will put it right. Because our products are food, we also have to protect every customer's health, so some returns have conditions. This policy is in addition to your legal rights, including your rights under Malaysia's Consumer Protection Act 1999 and the consumer laws of your country. Nothing here takes those rights away.
1. Damaged, faulty, wrong or missing items: full remedy, at our cost
Contact us within 7 days of delivery if your order:
- arrives broken, leaking or damaged;
- is not what you ordered, or is missing an item;
- is past its best-before date, or has a quality problem (for example foreign matter, spoilage, or a broken seal on arrival).
Send your order number and clear photos (or a short video) of the product and packaging. You choose a replacement or a full refund, including the shipping you paid. We cover any return shipping. Please do not post broken glass back to us; photos are enough.
For a quality concern we may ask for a photo of the label and batch code, and occasionally for the jar back for testing. If we do, we arrange and pay for the collection.
If you find a problem later: if a fault only becomes clear after 7 days, contact us anyway. Your legal right to products of acceptable quality does not end after 7 days, and we will assess every case fairly.
Sale and promotional items have exactly the same protection under this section.
2. Changed your mind: unopened items within 14 days
You can return items that are unopened, with the seal intact and in their original condition within 14 days of delivery:
- Contact us first and we will confirm the return address.
- You pay the return postage, and we recommend a tracked service.
- Once we receive the item and check that the seal is intact, we refund the product price to your original payment method. The original delivery fee is not refunded.
Opened food cannot be returned for a change of mind. We cannot resell or safely reuse opened food, so this protects every customer. This is the same rule used by food sellers internationally, including under EU consumer law.
3. Natural honey is not a defect
Raw honey is a natural product. These are normal and are not faults:
- Crystallisation (honey turning thick or grainy). Warm the jar gently in water below 40°C to make it liquid again.
- Differences in colour, aroma or taste between harvests and batches.
- Honeycomb weight. Each comb is natural, so pieces are about 800g and vary slightly.
4. Lost parcels
If your parcel is confirmed lost by the courier, or tracking shows no movement for 10 business days, we will resend your order or refund you in full. If tracking says delivered but you cannot find it, please check with neighbours or building management first, then contact us and we will open a claim with the courier.
5. How refunds are paid
- Approved refunds go to your original payment method within 7 business days of approval. Your bank may take a few extra days to show it.
- Store credit is offered only if you prefer it. It is never the only option.
6. International orders
The same rules apply. For damage, faults or wrong items, we refund or replace at our cost, as in section 1. For change-of-mind returns, international return postage and any customs fees are your responsibility. Import duties and taxes charged by your country are not refundable unless the order was faulty or wrong.
7. Orders from other stores
Orders placed through Shopee, TikTok Shop, Lazada or physical retailers follow that platform's or store's return process. We will still help if you contact us.
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