1. When We Replace or Refund

We replace or refund when:

• The jar or bottle arrives broken or leaking
• You received the wrong product or wrong quantity
• The seal is broken or the product is clearly damaged on arrival

2. What We Cannot Take Back

• Opened or used honey, ghee, oil or food items (hygiene and food safety)
• Honey that has crystallised — this is natural, not a fault
• Change-of-mind returns after the parcel is received

3. How to Claim

1. Call or WhatsApp 01774-111429 within 24 hours of delivery
2. Send clear photos or a video of the product and the parcel
3. We check and send a replacement, or refund within [3–7] working days by bKash/Nagad

If you notice a problem at the door, you may refuse the parcel and pay only the delivery charge, or nothing if the fault is ours.

4. Important Notes

• For hygiene and safety reasons, opened or used honey and food items are not returned.
• Crystallisation (thickening) of honey is a natural process and is not a defect.
• Always report any issue within 24 hours of delivery with photos or video.
• Keep the original packaging until the issue is resolved.
• Advance delivery charges are non-refundable if the parcel is refused without a valid reason.

5. Contact for Returns & Refunds

Sunam Food
Phone / WhatsApp: 01774-111429
Email: sunamfood@gmail.com
Address: Thana: Kotwali, Badamtoli, Madina Himagar, Dhaka
Hours: Open every day; online orders 24/7

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