THE H TRADER SDN. BHD. is committed to supplying snacks, dried fruits, cookies, soft drinks and other food products that match the descriptions and order information displayed on our website.
Due to health, hygiene and food safety considerations, products sold through our website are generally not returnable, refundable or exchangeable. Customers should review the product type, flavour, quantity, packaging and other available information carefully before placing an order.
Exceptions may be considered only when the order is affected by an eligible issue stated in this Policy and the customer provides the required evidence within the specified period.
Eligible Reasons for a Claim
A customer may submit a return, refund or exchange request if:
- The merchant sent the wrong product, flavour, size, quantity or variation.
- The purchased item received does not match the specifications, description, features, ingredients, packaging information or other details advertised on the website.
- The product was spoiled, damaged, defective, leaking, unsealed or otherwise unsuitable upon delivery.
- The delivery exceeded the timeline stated in the Company’s Shipping Policy.
The Company will assess whether the reported issue existed at the time of delivery based on the customer’s unboxing video, photographs, order information and other supporting materials.
Food Preferences and Product Characteristics
A product will not normally qualify for a return, refund or exchange solely because the customer:
- Does not like its taste, flavour, texture or aroma.
- Selected an incorrect product or variation.
- Changed their mind after receiving the order.
- Failed to review the listed ingredients or product information.
- Stored or handled the product incorrectly after delivery.
Natural food products, including dried fruits, may have reasonable differences in colour, size, shape and texture. These ordinary product characteristics will not necessarily be considered defects.
Customers should check the listed ingredients and product information before purchasing, particularly when they have food allergies, dietary restrictions or sensitivities.
Inspection Upon Arrival
Customers should inspect the parcel immediately after delivery. Before opening the package, the customer must begin recording a clear and continuous unboxing video.
The recording should show:
- The unopened parcel.
- The complete shipping label.
- The external condition of the package.
- The process of opening the parcel.
- The internal packaging.
- Every product received.
- Any visible damage, leakage, broken seal or incorrect item.
If a product appears spoiled, damaged, leaking or defective, the customer should stop consuming or using it. The item, product packaging, shipping label and parcel materials should be retained until the Company has completed its assessment.
Supporting Evidence Required
All return, refund or exchange requests must include:
- A clear and uninterrupted unboxing video showing the unopened parcel, shipping label, packaging and item received.
- A clear video showing the first opening or use of the product, where applicable.
- Clear photographs showing the product condition, damaged packaging, leakage, broken seal, incorrect item or difference from the advertised information.
- The relevant order number and customer information.
- A clear written explanation describing the problem.
- Photographs of the product label, batch information or other packaging details where requested.
- Any additional documents, photographs or videos requested by THE H TRADER SDN. BHD.
The unboxing video must be recorded continuously without pauses, cuts or edited sections. Evidence that does not clearly show the unopened condition of the parcel and the products upon receipt may not be sufficient for verification.
Twenty-Four-Hour Reporting Requirement
All return, refund and exchange requests must be emailed to the_h_trader@outlook.com within 24 hours of receiving the item.
Customers should submit their complete order details and all supporting evidence within this period. Requests made after 24 hours will not be accepted.
Claims submitted without the required continuous unboxing video, first-use video where applicable, photographs, order details or supporting documents requested by the Company will also be rejected.
Review of Submitted Claims
After receiving a complete request, THE H TRADER SDN. BHD. will review:
- The customer’s confirmed order.
- The product information displayed on the website.
- The condition of the parcel and product shown in the evidence.
- The nature of the reported issue.
- Any other relevant delivery or transaction information.
Submitting a claim does not guarantee that a return, refund or exchange will be approved. The Company may request additional information if the initial evidence is insufficient to verify the issue.
Approved Resolution
If a request is verified and approved, the Company will inform the customer of the appropriate resolution. Depending on the circumstances, the resolution may involve a product replacement, exchange, return or refund.
Customers must not send food, drinks or other products back without first receiving written approval and return instructions from the Company. Unauthorised returns may not be received or processed.
THE H TRADER SDN. BHD.
Registration No.: 201401005111 (1081190-H)
Website: https://thehtrd.com/
Email: the_h_trader@outlook.com