Refund Policy
Last updated: October 2026
At Madu Alshafi, we want every customer to be happy with their purchase. We take great pride in the quality of our Yemeni honey, and we stand behind every jar we sell. But we also understand that sometimes things don’t go as planned during delivery, so here’s our refund policy.
Our Promise to You
Every jar of honey that leaves our warehouse is carefully checked and securely packed. If anything goes wrong, we’ll do our best to make it right for you.
When Can You Request a Refund?
You are eligible for a refund or exchange in the following situations:
- Damaged product — your honey jar arrived pecah, bocor, or visibly damaged during shipping
- Wrong product — you received a different product from what you ordered
- Missing items — your order is incomplete (some items tak sampai)
Important: Opened Products Cannot Be Refunded
Because honey is a food product, we cannot accept returns or issue refunds for products that have been opened or consumed. This is for the health and safety of all our customers. Please check your order upon delivery before opening the seal.
How to Request a Refund
The process is simple — just WhatsApp us:
- Contact us within 48 hours of receiving your order via WhatsApp at +60 11-2117 0761
- Send photo proof — take clear photos showing the damage, wrong product, or issue. Please include:
- Photo of the damaged/wrong product
- Photo of the packaging
- Your order number
- Our team will review your request and get back to you within 1-2 business days
- Resolution — once approved, we’ll arrange your refund or exchange
Refund Options
Depending on the situation, we may offer:
- Full refund — money returned to your original payment method
- Product exchange — we send you the correct or replacement product, free of charge
- Store credit — credit for future purchases on our website
We’ll discuss the best option with you through WhatsApp.
Refund Timeline
Once your refund is approved:
- Bank transfer / online banking — refund will be processed within 7-14 business days
- Credit/debit card — may take 7-14 business days depending on your bank
- Store credit — applied immediately to your account
Please note that actual timing depends on your bank or payment provider. If you haven’t received your refund after 14 business days, please WhatsApp us and we’ll help you follow up.
Non-Refundable Situations
To be transparent, refunds will not be provided for:
- Change of mind after purchase
- Products that have been opened or consumed
- Requests made more than 48 hours after delivery
- Damage caused by the customer after delivery
Contact Us
Got questions about refunds? Reach out anytime:
We’re here to help and we’ll always try to find a fair solution for you.
