Refund and Replacement Policy
Hello there! Thanks for purchasing our products at hk.sustenance.shop operated by Sustenance SG Pte Ltd (201706441G). Here's some useful information pertaining to our Refund and Replacement Policy.
15-day money back guarantee
If you are not satisfied with the products you purchased from us, you can get your money back, no questions asked. We offer a full 15 day money-back guarantee for all purchases of single-serving sachets made on our website. You just need to leave all the sachets we delivered to you unopened, except the one you tried. The one sachet you tried is on us, any other additional sachets you consumed are on you - we'll pro-rate the refund accordingly. We'll send our delivery person to your house, pick up the order, then issue you a refund for the entire order - both the products and the delivery. Shipping costs are fully borne by us both ways :)
This money-back guarantee is valid for 15 days from the date of delivery. After the 15-day period you will no longer be eligible and won't be able to receive a refund. We encourage our customers to try the product in the first two weeks after their purchase to ensure it fits your needs.
Please note that bulk packs do not come with this 15-day money back guarantee. So if you're just testing waters, and are unsure about our products, we suggest you get the single serving sachets on your first purchase - so you'll be covered by the money-back guarantee.
If you would like to request a refund, feel free to contact us via the contact us page! We'll initiate the refund process in 1 working day.
Missing or damaged goods
If the goods you received were missing or damaged in transit, please get in touch with us via the contact us page. We will send out a replacement parcel to you. Please do not dispose the damaged parcel, as we'll need photo evidence to initiate claims/reparations with our logistics partners. We may collect back the damaged parcel as evidence as well, so please have the parcel ready - our delivery person may collect it back from you when he/she is delivering the replacement parcel.