TERMS & CONDITIONS

Standard Delivery Guide

When will my order ship

All our products are in ready stocks hence the next working day! However, if we have some crazy promotion going on / any festive season in Malaysia, orders may take a bit longer to process. But be patient, we will still make sure all orders will be delivered within seven 7 working days after payment is received.

Once your order has been shipped, you will receive a shipping confirmation from us via email with a tracking number.

How are the shipping rates calculated

If you decided to go on with only one (1) item, we will still deliver to your doorstep with a minimum fee of  RM 9 to West Malaysia / RM 11.50 to East Malaysia (Sabah & Sarawak)

For Singapore orders, we charge will still deliver to your doorstep with a minimum charge of RM 37 shipping fee for first 1kg. The shipping fee will increase by every 0.5kg.

For Brunei orders, we charge will still deliver to your doorstep with a minimum charge of RM 43 shipping fee for first 0.5kg. The shipping fee will increase by every 0.5kg.

Refund Policy Standard Guide

Unfortunately, we do not provide any refund policy if you ordered your purchases wrongly due to  (eg: size/product/etc). All sales are final.

However, we do accept refund on products that are damaged during delivery. We are glad to refund you with the full amount of RM from the product you purchased. Refund credit will be credited back to your bank account or you may choose to have a new product replacement.

Please take note all damaged product(s) will need to deliver back to Essential Ingredients and postage fee will have to bear by customers or else we will not proceed with any credit refund. Kindly return the damaged product(s) within 7 working days  from the date of product received by the customer.

All refund process must first email to sales@essentials.my so we can arrange accordingly.

Thank you & Happy shopping! 

The website at www.essentials.my is a copyrighted site (“the Site”) belonging to Essential Ingredients (IP0533203-P), a company registered in Malaysia. Our HQ is located at 121, Jalan Dato Onn Jaafar, 30300 Ipoh, Perak, Malaysia. The Company markets, sells and delivers packaged foods directly to customers via post. Certain features of the Site may be subject to additional guidelines, terms, conditions and/or rules, which will be posted on the Site. All such additional terms, guidelines, and/or rules shall be binding on you.

By entering and using the Website you are deemed to have read and accepted these Terms of condition (On behalf of yourself or the entity that you represent). We may modify these Terms of Use from time to time. Your continued use of this Website following such change demonstrates your agreement to be bound by the modified Terms of Use.

1. “Account” means the Essentials’ Account that you will need to register for on the Site if you would like to be our existing customer;
2. “Customer” means any individual who places an Order on the Site, or individual who participated in our contest or campaign;
3. “Order” means the Order submitted by you to the Site to purchase a Product from us;
4. “You” means the Customer who places an Order or participated in our campaign.

5. Where applicable, prices are in Malaysian ringgit. Delivery costs will be charged in addition where applicable; such additional charges are clearly displayed and included in the ‘Final Total’.
6. You may order any of the product(s) offered (including without limitation, a la carte or gift) by following the directions of purchase provided on the Site.
7. You can pay using any of our payment partners listed on our homepage.
8. No amendments are allowed after payment has been processed, kindly check and ensure that your delivery details and ordered/purchased item(s) are correct before making the payment
9. For the avoidance of doubt, we shall not be held responsible/ liable for any products ordered from other channels/ methods aside from the Site.
10. Free gift that comes with your Order will be shown in the shopping cart (if any).
11. Free gift (If any) may be substituted with similar items of equal value according to stock availability without prior notice to you.
12. All free gifts (If any) are non-refundable and non-exchangeable.
13. Price for our products are subject to change without prior notice.
14. Product description is for you references, please take the material object as the standard.
15. You are required to key in the valid code, in order to activate the e-coupon/voucher.
16. Price for all products exclude delivery cost.

17. When you place an order, you should receive an acknowledgement e-mail confirming receipt of your order. 18. We only accept your order once payment has been approved and we have debited the payment card or bank account (and then the contract is made based on these terms). 19. All orders are subject to availability and confirmation of the order price. 20. Very occasionally, we may need to refuse or cancel an order or close or freeze an account (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account. If this happens to you and you think we’ve made a mistake, please don’t take offence – get in touch with Customer Care Team (sales@essentials.my) and they’ll be happy to speak to you about it.

21. It takes within 7 working days to process your Orders as most of our products are ready in stocks. We aim to deliver the Product to you at the place of delivery requested by you in your Order checkout.

22. We shall inform you once your Orders are shipped out via email along with a tracking number.

23. We shall notify you if we expect to be unable to meet our estimated delivery date, but, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.

24. All of the parcels are delivered by our courier partner(s) i.e. Pos Laju(Malaysia) and DHL E-commerce(Malaysia).

25. The delivery fees are as follows:
a. Malaysia
(a) West Malaysia:
i. For order weigh 5kg or below: RM 6.90
ii. For order weight 5.1kg – 5.5kg: RM 14
*For each additional 0.5kg, increase the delivery fee of RM 1.50.

(b) East Malaysia
i. For order weigh 0.5kg or below: RM 13.50
*For each additional 0.5kg, increase the delivery fee of RM 5.00.

b. Singapore
i. For order weigh 1kg or below: RM 37
ii. For order weigh 1.1kg – 1.5kg: RM 47
iii. For order weight 1.6kg – 2kg: RM 60
iiii. For order weigh 2.1kg – 2.5kg: RM 71
*For each additional 0.5kg, increase the delivery fee of RM 12.

c. Brunei
i. For order weigh 0.5kg or below: RM 58
*For each additional 0.5kg, increase the delivery fee of RM 17.

26. We do not provide refund if you ordered your purchase wrongly due to (i.e. size/product/etc) as all sales are finalized upon checkout and we have debited your payment card and bank account. 27. Should there be mistakes in your Order(s) due to packing errors (i.e. missing product/ wrongly packed order), kindly proceed to inform our Customer Care Team (sales@essentials.my) and provide the order number / or any proof of purchase such as original receipt / invoice within 7 days from the date of receiving your parcel. Our team will proceed to carry out remedial action after checking and verifying your claim. We will not entertain any claims which are brought to our attention after the expiry of 7 days from the date of receiving your parcel. 28. For any dissatisfaction regarding the quality of our product(s) (i.e. spoilt, past expiry date etc), kindly contact our Customer Care Team (sales@essentials.my) and provide the order number / or any proof of purchase such as original receipt / invoice within 7 days from the date of receiving your parcel. Our team will proceed to check and verify your claim and carry out remedial action. We reserve our rights not to entertain any claims which are brought to our attention after the expiry of 7 days from the date of receiving your parcel. 29. Should you receive a broken/damaged product, kindly contact our Customer Care Team(sales@essentials.my) and provide the order number / or any proof of purchase such as original receipt / invoice within 7 days upon the date of receiving your parcel. Our team will proceed to check and carry out remedial action. We will not entertain any claims which are brought to our attention after the expiry of 7 days from the date of receiving your parcel. 30. Refund will be done through your original form of payment, and it may take up to 14 working days. 31. The product and packaging must be unused and in its original condition as purchase. 32. Items are eligible for only a one-time exchange. 33. Sales / discounted items are not eligible for return.

34. Any personal information or material sent to Website is subject to our policy on privacy and protection of personal data set out in the Privacy Policy located here.

35. We make every effort to ensure that the content of the Website is accurate and up-to-date, but we do not offer any warranties (whether express implied or otherwise) as to the reliability, accuracy or completeness of the information appearing on the Website. We may remove material from the Website at its own discretion and without giving any notice.
36. The site may contain historical information and it’s provided for your reference only.

37. You acknowledge and agree that all copyright, trademarks and other intellectual property rights in the Website content, software and all HTML and other code contained in this Website, shall remain at all times vested in Essential Ingredients and/or its licensors and is protected by copyright and other laws and international treaty provisions.
38. Users may not modify, copy, distribute, transmit, display, redistribute, reproduce, publish, license, commercially exploit, create derivative works from, transfer, or sell any material which may be displayed on the Website from time to time without first obtaining permission to do so from us in writing.
39. The Website and its contents are copyright material and the copyright is owned by Essential Ingredients unless stated otherwise. Without limiting the foregoing, copying the above listed materials to any other server or location for publication, reproduction or distribution is expressly prohibited.
40. All trademarks appearing on the Website are either owned by Essential ingredients has obtained permission from the trade mark owner to use the trade mark on the Website.

41. Any non-personal communication or material you transmit to this Website by electronic mail, inquiry form or otherwise, including any data, questions, comments, suggestions or the like is, and will be treated as, non-confidential. Anything you transmit or post becomes the exclusive property of Essential Ingredients and may be used, without any restriction for any purpose, including but not limited to, reproduction, disclosure, transmission, publication, broadcast and posting. Furthermore, we are free to use for any purposes whatsoever (including but not limited to the developing, manufacturing, advertising and marketing of products) any remarks, ideas, artwork, inventions, developments, suggestions, concepts or the like contained in any communication you send to this Website. Any such use is without compensation to the party submitting information. By submitting information, you are also warranting that you own the material/content submitted, that it is not defamatory and that Essential Ingredients’ use will not violate any third party’s rights. We however, are under no obligation to use the information submitted.

42. Links on the Website may take you outside of our network and we accept no responsibility for the content, accuracy or function of these other websites. The links are provided in good faith and we cannot be held responsible for any subsequent change in other websites to which we provide a link. The inclusion of any link to other websites does not imply endorsement by us. We highly recommend that you make yourself aware of and carefully read the legal and privacy notices of all other websites that you visit.

43. Your use of this Website is exclusively at your sole risk.

44. This Website is provided to you on an “As Is” and “As Available” basis and, consequently, we give no warranties of any kind, whether express, implied, statutory or otherwise including warranties or representations that material on this Website will be complete, accurate, reliable, timely, non-infringing to third parties; that access to this Website will be uninterrupted or error-free; that this Website will be secure; that any advice or opinion obtained from us through this Website is accurate or to be relied upon and any representations or warranties thereto are expressly disclaimed. We reserve the right to restrict or terminate your access to this Website or any feature of this Website or any feature or part thereof at any time.

45. Essential Ingredients nor any other party involved in the creating, producing or delivering this site on our behalf shall have no liability or any responsibility whatsoever for any direct, incidental, consequential, indirect or punitive damages, costs, losses or liabilities whatsoever arising out of your access to, use, inability to use, change in content of this website or arising from any other website you access through a link from this website or from any actions we take or do not take as a result of any electronic mail messages you send us.
46. Essential Ingredients nor any other party involved in the creating, producing or delivering this Website shall have no responsibility to maintain the material and services made available on this Website or to supply any corrections, updates, or releases in connection therewith. Any material on this Website is subject to change without notice.
47. Furthermore, we shall have no liability or any responsibility whatsoever for any losses or damages suffered or caused by viruses that may infect your computer equipment or other property by reason of your use of, access to or downloading of any material from this Website. If you choose to download material from this Website you do so at your own risk.