Returns & Refunds Policy
Effective date: 14th September 2026
At Borneo Asli, we care about the quality of our products and your experience with us. If something is wrong with your order, please contact us so we can help.
This policy applies to purchases made directly through our website and other direct sales channels. For purchases through Shopee or Lazada, please also follow the platform’s return and refund process.
1. Damaged, incorrect or unsatisfactory products
Please contact us if your order:
Arrives damaged, leaking or with a compromised product seal.
Contains an incorrect item or is missing an item.
Is expired on arrival.
Shows signs of mould, contamination or another quality or safety concern.
Is materially different from its description.
We will assess the issue and arrange an appropriate remedy, including a replacement or refund where applicable. Products purchased during promotions remain eligible for remedies when faulty or incorrectly supplied.
2. When to contact us
Please inspect your order upon delivery. For visible damage, missing items or incorrect products, we ask that you contact us within seven calendar days of receiving your order, preferably as soon as possible.
For a quality issue discovered later, contact us promptly after discovering it. This reporting request does not remove your rights under applicable consumer law.
If you suspect a food safety issue, stop consuming the product and contact us immediately.
3. How to request assistance
Email: cnp.resources.sb@gmail.com or WhatsApp [Business WhatsApp number], providing:
Your order number or other proof of purchase.
The product name and quantity affected.
A description of the issue.
Photographs of the product, packaging, delivery label and batch or expiry details, where available.
An unboxing video may help us investigate, but it is not compulsory.
Please retain the affected product and packaging where safe and practical. Missing original packaging alone will not automatically disqualify a valid claim.
We aim to acknowledge your request within two business days and explain the next steps. If further investigation is needed, we will keep you informed.
4. Returning an item
Please contact us before sending anything back. We will provide the return address and instructions or confirm whether a physical return is necessary.
For confirmed damage, defects or fulfilment errors, Borneo Asli will arrange or cover reasonable return delivery costs and any replacement delivery costs. No restocking fee applies to these returns.
Do not send potentially unsafe food through the post without our instructions. We may ask you to retain it safely or dispose of it after documenting the issue.
5. Change-of-mind returns
We do not offer change-of-mind returns for edible bird’s nest, food, beverages or other consumable products, including unopened products, unless a specific offer states otherwise.
For future non-food products, any voluntary change-of-mind return terms will be stated on the relevant product page before purchase.
These restrictions do not apply to products that are defective, unsafe, incorrectly supplied or otherwise qualify for a remedy under applicable law. Opening or preparing a product does not automatically invalidate a claim where this was necessary to discover the problem.
6. Natural product variations and storage
Edible bird’s nest may vary naturally in shape, colour and texture. Minor variations consistent with the product description are not, by themselves, defects.
This does not excuse contamination, incorrect grading, inaccurate weight or other failures to meet the stated product specifications.
Please follow the storage and preparation instructions supplied with your product. Damage caused solely by improper handling or storage after delivery may not qualify for a refund. We will assess each case fairly.
7. Refunds
Once a refund is approved, we aim to initiate it within seven business days through the original payment method. Your bank, payment provider or marketplace may require additional processing time.
The refund will reflect the amount actually paid for the affected item, including applicable discounts. For a full order returned because it was defective or incorrectly supplied, we will also refund the original standard delivery charge. For partial returns, delivery charges will be assessed fairly and in accordance with applicable law.
We will not require you to accept store credit instead of a monetary refund where you are entitled to a refund.
8. Cancellations and undelivered orders
If you wish to cancel an order, contact us immediately. We will confirm whether dispatch can still be stopped. If cancellation is accepted before dispatch, we will refund the amount paid.
If your parcel is missing or has not arrived within the stated delivery period, contact us. We will investigate with the delivery provider and arrange an appropriate resolution.
9. Shopee and Lazada purchases
For orders placed through our official Shopee or Lazada stores, submit your request through the relevant platform within its applicable time limits. Keep correspondence and evidence within the platform where possible.
You may also contact us for assistance. Platform procedures do not remove rights available under applicable law.
10. Product recalls
If a product is recalled, stop using or consuming it and follow our recall instructions. We will explain how to identify affected batches and obtain the applicable replacement or refund.
11. Your consumer rights
Nothing in this policy excludes or limits rights or remedies available under Malaysian consumer protection law. Where this policy conflicts with applicable law, the law takes precedence.
Contact us
Borneo Asli
Operated by: CNP Resources Sdn Bhd (202401039479)
Email: cnp.resources.sb@gmail.com
WhatsApp: [Business WhatsApp number]
Business address: Setia Commercial Centre, 1st Floor, Sublot 15826, Jalan Setia Raja, 93350 Kuching, Sarawak, Malaysia.
Please obtain return instructions before sending products to this address.
Business days mean Monday to Friday, excluding public holidays observed at our Sarawak office.