Website Policy Manual v2.2

Effective Date: 08 October 2026

Website: https://rhsbgroup.com
Email: admin@rhsbgroup.com
WhatsApp: +60 10-383 0395

This manual applies to products and services sold through RHSB Group and its associated brands unless otherwise stated.

1. Privacy Policy

We collect customer information necessary to process orders, respond to enquiries, improve our services and comply with Malaysian law. Personal data may include name, phone number, email address, billing and delivery address, purchase history and technical website information.

We do not sell personal information. Information may be shared only with payment providers, couriers, IT providers or authorities where legally required.

Customers may request access or correction of personal data subject to applicable law.

We use reasonable administrative and technical safeguards to protect customer information.

2. Terms & Conditions

By using this website or placing an order you agree to these terms.

Prices are shown in Malaysian Ringgit unless otherwise stated.

Orders are accepted only after successful payment verification.

We reserve the right to refuse suspicious or fraudulent orders, correct pricing errors, limit quantities and cancel unavailable items with an appropriate refund where required.

Nothing in these Terms excludes rights that cannot legally be excluded under Malaysian law.

3. Refund, Return & Exchange Policy

Eligible reasons include:

• Wrong item supplied
• Manufacturing defect
• Transit damage
• Significant mismatch from description

Transit damage and missing item claims should be reported within 48 hours. Wrong item and manufacturing defect claims should be reported within 7 calendar days.

Food products cannot be returned after opening unless defective, incorrect, damaged in transit or otherwise required by law.

Customised products are non-returnable after artwork approval or production begins unless there is our error or a manufacturing defect.

Evidence required:

• Order number
• Photos
• Shipping label
• Continuous unboxing video is strongly encouraged and may be required where necessary to verify the claim.

Refund Method

Approved refunds will generally be processed via the original payment method used for the purchase to facilitate accurate financial tracking, fraud prevention, and reconciliation.

Where refunding to the original payment method is not reasonably possible (for example, the payment method is no longer available or supported), RHSB Group may, at its discretion, process the refund via bank transfer or another mutually agreed method after appropriate verification.

Refunds are generally processed within 5–14 business days, depending on the payment provider or financial institution.

Identity Verification

RHSB Group reserves the right to request reasonable identity verification before processing a refund where necessary to:

• Prevent fraud;
• Prevent unauthorized transactions;
• Prevent payment disputes or chargeback abuse;
• Confirm that the refund is issued to the rightful purchaser or an authorized recipient.

Examples of verification may include confirmation of the order number, payment details, proof of identity, or other reasonable information relevant to the transaction.

4. Delivery & Shipping Policy

Processing time: normally 1–3 business days.

Estimated transit:

• West Malaysia: 1–5 working days
• East Malaysia: 3–10 working days

Customers are responsible for providing an accurate delivery address.

Returned parcels due to incorrect address, refusal without valid reason or failed collection may require payment of redelivery charges.

5. Delivery Protection & Claims Policy

Delivery Protection is an optional value-added service providing priority handling and expedited review.

Standard customers may still submit claims subject to verification.

Customers should retain:

• Outer carton
• Inner packaging
• Damaged goods until the investigation is completed.

RHSB Group may inspect packing records, warehouse photos, CCTV and courier records.

Claims may be declined where evidence is insufficient, fraudulent or the goods have been disposed of before review.

6. Cookie Policy

Cookies may be used for website functionality, analytics and performance improvement. Users may manage cookies through browser settings, although some functions may be affected.

7. Payment Policy

Orders are processed after payment is successfully received. For refund methods, processing times and identity verification, please refer to Section 3: Refund, Return & Exchange Policy.

8. Wholesale & B2B Terms

Business customers should inspect goods promptly upon delivery. Returns for change of mind or overstock are generally not accepted unless agreed in writing.

9. Product Warranty

Warranty, where applicable, covers manufacturing defects only and excludes misuse, accidents, modification and normal wear.

10. Food Safety Disclaimer

Food should be stored according to label instructions. Packaging appearance may vary between production batches. Always check the printed best-before date before consumption.

11. Promotional Terms

Promotions may have limited quantities, validity periods and specific eligibility requirements. RHSB Group may amend or withdraw promotions where necessary.

12. Acceptable Use

Users must not misuse the website, upload malicious software, scrape content or infringe intellectual property rights.

General Business Rules

• Delivery refusal without valid reason may result in deduction of actual shipping, return shipping and permitted non-refundable processing costs.
• Signature and/or OTP may be required for selected high-value, bulky, fragile or customised orders.
• RHSB Group reserves the right to investigate fraudulent or abusive claims.
• Malaysian law governs this policy manual.