Before returning any product, please read these terms and conditions (“Return and Refund Policy”).  This Return and Refund Policy specify the rights and responsibilities of both Sime Darby Foods and Beverages (SDFBM) and any person who purchases any product offered for sale on  (“the Products”). By registering an account,, placing orders or making purchases through  on the Platforms you are deemed to have read, accept and agreed to abide this Return and Refund Policy.

In this Return and Refund Policy, SDFBM 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 Return and Refund Policy at any time without prior written notice. By continuing placing orders and making purchases of the Products, it will be deemed as an irrevocable acceptance by you of such revisions, changes, modifications, amendments, deletion or removal.


 Can I cancel my order?

No, you are not allowed to cancel your order.

 How do I return an item?

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   website or mobile application.

Detailed Steps to return/cancel order

You may follow these steps to return or cancel your order:

  1. Login to your account on website
  2. Go to your order and click return alongside the reasons and photo evidence
  3. Once approved by our team, we will arrange for pickup as soon as possible.
  4. Despatch will collect the parcel back to our warehouse for assessment.
  5. Once your returns are approved, we will exchange it for a like-for-like item.



 What is your return policy?

You can 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.

Subject to terms mentioned in “What are situations that return requests may be rejected?” below, there is a ten (10) days return policy, which means that you can request for exchange or return of any product within ten (10) days of delivery of the Products. You may exercise this return policy provided the Products must be returned to us within ten (10) days from the date of delivery to you. 


 What are situations that return requests may be rejected?

Returns for replacement/refunds/exchange under certain circumstances will NOT be accepted as given below:

  1. 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;
  2. b) Request for return is made after ten (10) days of receiving the product by you;
  3. c) The Products are used or is not in its original condition;
  4. d) The Products are returned without its original packaging,
  5. e) Product is damaged after use/opening;
  6. f) Any consumable item which has been used;

Items (a) to (g) stated above shall be collectively referred to as “Exempted Items”


 Will I have to pay any charges for the returns?

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.


 How do I track my returns?

There will be a tracking number provided to you upon the approvals of the returns.



 There are no refunds



Please be informed that we may collect your personal data while processing the return and refund procedure. The personal data that we collect from you may include 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 about you that has been or may be collected, stored, used and processed by us through the Platforms. Our Privacy Policy applies to the use of this site, the Platforms and is made part of these terms. By accessing and using the Platforms or any service provided on the Platforms, you consent and agree to the terms specified in the Privacy Policy and all our actions taken in respect with your personal data consistent with our Privacy Policy. Click here to read our Privacy Policy.

Contact us

  +603 7848 4000 
   Level 3, Block C, Plantation Tower  No.2 Jalan PJU 1A/7 Ara Damansara,  47301 Petaling Jaya  Selangor D.E., Malaysia 
Policies Info

Terms Conditions
Policy For Buyers
Shipping and Returns
Subscribe Us

Sign up for our newsletter

Copyright © NATRIÉO