Introduction

At Truly Borneo, we are committed to delivering premium Sarawak pepper products with careful quality control and secure packaging standards.

As our products are food-related consumable goods, we maintain strict hygiene and safety practices. Please review the following Refund & Returns Policy carefully before placing an order.

1. Return Eligibility

We only accept returns or replacement requests under the following circumstances:

  • Incorrect item delivered
  • Product arrived damaged during shipping
  • Packaging severely compromised upon arrival
  • Verified product quality issue

To be eligible for review:

  • The request must be submitted within 48 hours of receiving the order
  • Clear photos or videos of the issue must be provided
  • Proof of purchase or order confirmation must be included
  • Products must remain unused and in original packaging where applicable

2. Non-Returnable Items

For hygiene and food safety reasons, we generally do not accept returns for:

  • Opened consumable products
  • Used items
  • Change-of-mind purchases
  • Minor packaging variations
  • Natural variations in pepper colour, grain size, or aroma
  • Orders damaged due to improper storage after delivery

Seasonal and small-batch products may naturally vary slightly between batches due to sourcing and harvest conditions.

3. Refund Approval Process

Once your request is reviewed, our team will assess the issue and determine whether the request qualifies for:

  • Replacement product
  • Partial refund
  • Full refund
  • Store credit (if applicable)

Approved refunds will be processed through the original payment method where possible.

Processing timelines may vary depending on banks, payment providers, or financial institutions.

4. Shipping Costs

Shipping fees are generally non-refundable unless:

  • The wrong product was shipped by us
  • The return request is approved due to a verified issue caused by our fulfillment process

Customers may be responsible for return shipping costs unless otherwise advised by our support team.

5. Damaged Parcels

If your parcel arrives visibly damaged:

  • Please take photos immediately before opening
  • Contact us as soon as possible
  • Retain all original packaging materials for review

Failure to report shipping damage promptly may affect eligibility for claims or replacement approval.

6. Order Cancellations

Orders may only be cancelled before they are processed or shipped.

Once an order has been packed or dispatched, cancellation requests may no longer be accepted.

7. Limitation of Liability

Truly Borneo shall not be held responsible for:

  • Delivery delays caused by courier services
  • Customs clearance delays
  • Product misuse after delivery
  • Improper storage conditions by customers
  • Allergic reactions or personal dietary sensitivities

Customers are encouraged to review product ingredients and suitability before consumption.

8. Contact Us

For refund, return, or replacement inquiries, please contact:

Truly Borneo

Email: trulyborneot@gmail.com
East Malaysia Hotline: +6013-8392020
West Malaysia Hotline: +601163238651
Location: Kuala Lumpur, Malaysia