RETURN & REFUND POLICY

Last Updated: 20 September 2026

This Return & Refund Policy applies to purchases made through Tayba Mart, operated by ALSHAM MARKETS SDN. BHD.

We sell a range of grocery, food, beverage, chilled, frozen and other products. Because different products have different storage and handling requirements, return and refund requests are assessed according to the type and condition of the product.

Nothing in this policy is intended to exclude or restrict any consumer rights or remedies that cannot legally be excluded or restricted under Malaysian law.

1. WHEN CAN I REQUEST A RETURN OR REFUND?

You may contact Tayba Mart if you receive a product that is:

Incorrect;
Missing;
Damaged;
Defective;
Significantly different from the product ordered;
Not in an acceptable condition upon delivery; or
Otherwise subject to a qualifying consumer remedy under applicable law.

We will review the circumstances and determine the appropriate resolution.

Depending on the circumstances, the resolution may include:

Replacement;
Exchange;
Refund;
Partial refund; or
Another appropriate solution.

2. CONTACT US PROMPTLY

Customers should contact us as soon as reasonably possible after receiving the order if there is a problem.

For food, chilled and frozen products, prompt notification is particularly important because their condition may change after delivery.

Please provide:

Order number;
Customer name;
Product name;
Description of the problem;
Photographs of the product;
Photographs of the packaging;
Photographs of the shipping label; and
Any other information reasonably requested by our customer service team.

3. DAMAGED PRODUCTS

If your product arrives damaged, please take photographs before disposing of the product or packaging where reasonably possible.

Examples include:

Broken packaging;
Crushed packaging;
Leaking product;
Broken container;
Damaged seal;
Product damaged during transportation.

We will assess the circumstances and may request additional information or evidence.

4. WRONG PRODUCT

If you receive a product different from the product you ordered, please contact us promptly.

After verification, we may arrange an appropriate solution, which may include:

Replacement with the correct product;
Collection or return of the incorrect product where appropriate; or
Refund.

5. MISSING PRODUCTS

If an item shown on your order confirmation is missing from your parcel, please contact us.

We may verify the order against our packing and dispatch records before determining the appropriate resolution.

6. CHILLED PRODUCTS

Chilled products require special handling.

If a chilled product arrives in a condition that you believe is unacceptable, please:

Take photographs immediately.
Keep the product and packaging where reasonably possible.
Contact Tayba Mart promptly.
Provide your order number and details of the issue.
Follow any reasonable instructions provided by our customer service team.

Because chilled products are temperature-sensitive, we may require evidence concerning the condition of the product at the time of delivery.

7. FROZEN PRODUCTS

Frozen products also require special handling.

If a frozen product appears to have been compromised upon delivery, please contact us promptly.

Please provide photographs showing:

The product;
Packaging;
Delivery parcel;
Shipping label; and
Any visible issue affecting the product.

Customers should transfer frozen products to an appropriate freezer promptly after receiving them and follow the manufacturer’s storage instructions.

8. PERISHABLE PRODUCTS

Some products may have a limited shelf life or require specific storage conditions.

For these products, customers should follow the manufacturer’s storage instructions immediately after delivery.

A return or refund request may be affected where a product has been improperly stored or handled after delivery by the customer.

This does not affect any applicable rights relating to a product that was already defective, damaged, incorrectly supplied, or otherwise non-compliant when supplied.

9. CHANGE OF MIND

For ordinary non-perishable products, a return request based solely on a change of mind may be considered at Tayba Mart’s discretion and subject to the condition of the product and applicable law.

For food, chilled, frozen, opened, or other temperature-sensitive/perishable products, returns may not be practical because of hygiene, safety, storage, and product-condition considerations.

Nothing in this section limits any mandatory consumer rights available under Malaysian law.

10. OPENED PRODUCTS

Customers should not open or consume a product if they believe it is damaged, incorrect, defective, or otherwise unsuitable.

Where a product has been opened or consumed, we may need additional information to determine whether the issue existed when the product was supplied.

This does not automatically remove any consumer rights that may apply under Malaysian law.

11. PRODUCTS WITH EXPIRED OR INCORRECT DATES

If you receive a product that appears to have an incorrect expiry or best-before date, please contact us promptly.

Please provide clear photographs of the relevant product label and date information.

We will investigate the matter and provide an appropriate resolution where applicable.

12. REFUND PROCESS

Where a refund is approved, the refund will normally be processed through the original payment method where reasonably possible.

Payments made through senangPay or another third-party payment provider may be subject to that provider’s processing procedures.

The time required for the refunded amount to appear in the customer’s account may depend on the payment provider and customer’s bank.

Tayba Mart does not control the processing time imposed by a customer’s bank or third-party payment provider.

13. RETURN SHIPPING COSTS

Where Tayba Mart determines that a product was incorrectly supplied, damaged, or otherwise qualifies for a return under applicable circumstances, Tayba Mart may arrange or reimburse reasonable return delivery costs where appropriate.

Where a return is requested for reasons attributable to the customer, such as a change of mind or incorrect information supplied by the customer, the customer may be responsible for applicable return delivery costs, subject to Malaysian law and the circumstances of the transaction.

14. RETURN CONDITIONS

Where a return is approved, customers should:

Keep the product in reasonable condition;
Keep the original packaging where reasonably possible;
Keep the order information;
Follow our return instructions; and
Return the product within the timeframe communicated by our customer service team.

For food and temperature-sensitive products, we may determine that physical return is inappropriate and instead request photographs or other evidence.

15. REFUNDS FOR UNAVAILABLE PRODUCTS

If Tayba Mart is unable to fulfil a paid order because a product is unavailable, we may contact the customer regarding available options.

Depending on the circumstances, the customer may be offered:

A replacement;
An alternative product where appropriate; or
A refund for the unavailable product.

16. PARTIAL REFUNDS

Where only part of an order is affected, Tayba Mart may issue a refund for the affected item or portion of the order rather than cancelling the entire order.

The appropriate resolution will depend on the circumstances.

17. PROMOTIONAL ITEMS AND FREE GIFTS

Where an order includes a promotional free gift, the treatment of the free gift in the event of a return or refund may depend on the terms of the applicable promotion.

If the main product is returned, Tayba Mart may require the associated promotional item to be returned where reasonably applicable.

18. REFUNDS FOR DELIVERY FEES

Where a refund is approved, treatment of delivery charges will depend on the reason for the refund and the circumstances of the order.

Where the issue resulted from a failure attributable to Tayba Mart, applicable delivery charges may be considered as part of the resolution.

19. NON-REFUNDABLE SITUATIONS

A refund may not be available where the issue was caused by circumstances attributable to the customer, such as:

Incorrect delivery address;
Failure to receive the parcel;
Failure to follow storage instructions;
Improper handling after delivery;
Damage caused after delivery by the customer;
Customer preference or change of mind where no applicable right to return exists; or
Other circumstances where the applicable product and transaction terms do not provide a refund.

This section does not override mandatory rights under Malaysian law.

20. INVESTIGATION OF CLAIMS

Tayba Mart may investigate a return or refund request before making a final decision.

The investigation may include:

Reviewing order records;
Reviewing packing records;
Checking courier tracking information;
Reviewing photographs;
Contacting the customer;
Contacting the courier;
Reviewing product information; or
Contacting the relevant supplier where necessary.

We may request reasonable evidence to help establish what happened.

21. CONSUMER RIGHTS

Nothing in this Return & Refund Policy removes or limits any rights that consumers have under applicable Malaysian law.

Under the Consumer Protection Act 1999, qualifying failures to meet statutory guarantees can give rise to remedies including replacement and, in appropriate circumstances, a refund.

The Tribunal for Consumer Claims Malaysia also provides an alternative forum for eligible consumer claims relating to goods and services.