Refund & returns

SUCCESS NATURAL FARMHOUSE RESOURCES SDN. BHD. · Company No. 202401030161 (1576010-X)
Last updated 20 July 2026

Eggs are fresh food, so this policy is not the same as one for a T-shirt. Here is exactly what happens if something is wrong with your order.

Short version

• Eggs broken in transit? Send us a photo within 24 hours and we will replace the broken ones.
• Changed your mind before we ship? Cancel or change the address free of charge.
• Because eggs are perishable, we cannot accept change-of-mind returns once an order has been despatched.

1. Damaged or broken eggs

We pack in shockproof cartons and we choose couriers who handle them properly, but a parcel occasionally takes a knock. If eggs arrive broken:

1. Take a photo of the broken eggs, in the box, as you found them.
2. Send it to us on WhatsApp at 014-717 2292, with your order number, within 24 hours of delivery.
3. We replace the broken eggs. We will arrange with you on WhatsApp how to get them to you.

The 24-hour window matters, and it is not us being difficult: after a day it is no longer possible to tell whether a break happened in transit or in the kitchen. Report it the day it arrives and we will sort it out.

2. Wrong, missing or unsatisfactory items

If you received the wrong product, or something is missing from your order, tell us on WhatsApp within 24 hours of delivery and we will put it right — by sending the correct item or refunding it, whichever you prefer.

3. Cancelling before despatch

You can cancel your order, or change the delivery address, free of charge at any time before it is despatched. Message us on WhatsApp with your order number.

If you had already paid, you get the full amount back including delivery.

4. After despatch

Once a parcel is with the courier we cannot cancel it, recall it or redirect it. Because eggs are a perishable food product, we do not accept change-of-mind returns after despatch — this is a food safety limit, not a commercial one: we cannot resell food that has left our control.

This does not affect your rights if the eggs arrive damaged, wrong, or not as described.

5. Failed deliveries

If a delivery fails because the address given to us was incomplete or incorrect, or because nobody was available to receive it after the courier's attempts, a redelivery may be chargeable at the same delivery rate. If a delivery fails through our error or the courier's, it is on us.

6. How refunds are paid

Where a refund is due, it goes back the way you paid, to the same account. We process approved refunds within 7 working days of agreeing the claim with you. How long it then takes to appear depends on your bank.

7. Questions

If any of this is unclear, or you think your situation is not covered, message us on WhatsApp. We would much rather talk it through than have you go away unhappy.

See also our Terms & conditions and Shipping & delivery policy.