Refund policy

Returns & Refund SOP

This SOP outlines how to request a return, replacement, or refund. We aim to resolve issues quickly and fairly.

Eligibility

  • For consumable goods (beverages), returns are generally accepted only for items that are damaged, defective, incorrect, or missing on arrival.
  • For non-consumable items (e.g., merchandise), items must be unused, in original packaging, and in resalable condition (unless they arrived damaged/defective).

Timeframe to report an issue

  • Please report damaged, defective, incorrect, or missing items within 48 hours of delivery (or the first reasonable opportunity).
  • For merchandise returns (where applicable), request within 7 days of delivery unless stated otherwise at checkout.

How to request a return/refund

  1. Contact us via the Contact page with your order number.
  2. Provide photos/videos of the issue (outer box, inner packaging, and affected items) and a short description.
  3. We will review and respond with the next step: replacement shipment, partial refund, full refund, or additional information.

Damaged or defective items

If your order arrives damaged or defective, we may offer a replacement (where stock is available) or a refund. We may request evidence and/or return of affected items depending on the situation.

Incorrect or missing items

If an item is missing or you receive the wrong item, we’ll arrange a replacement shipment, store credit, or refund depending on availability and your preference.

Non-returnable items

  • Opened consumable goods (unless defective/damaged on arrival).
  • Items damaged due to misuse, improper storage, or normal wear and tear.
  • Gift cards and digital items (if offered).

Refund method & timing

If approved, refunds are processed back to the original payment method whenever possible. Your bank/payment provider may take several business days to post the refund (commonly 5–14 business days).

Refunds relate only to the purchase made from Salaam Cola Malaysia. Billplz is the payment processor and does not decide product fulfilment outcomes. For delivery/quality issues, please contact us first so we can resolve it.