Refund policy

Last updated: 27 September 2026

Bird's nest is food, so for hygiene and food safety we can't take back items because you changed your mind. We do care that every order reaches you in perfect condition, though. If something is wrong, tell us and we will make it right.

When we will replace or refund

  • The item arrived damaged (a broken or leaking bottle, a crushed box, a torn dry-nest pack)
  • You received the wrong item, the wrong grade or size, or something was missing
  • A bottle has a problem before its expiry date: the lid is bulging or has popped, the seal is broken, or the contents smell sour, look cloudy or taste off
  • Dry bird's nest arrived damp, mouldy or clearly not as described

How to report a problem

  1. Contact us within 48 hours of receiving your order through our LINE Official Account or at hello@jumamabirdnest.com. Freshly stewed orders must be reported on the same day they are delivered.
  2. Send us your order number, clear photos of the item, its packaging and label (including the production/expiry date), and an unboxing video recorded without cuts from the moment you open the parcel.
  3. Please keep the item and its packaging until we reply. Don't throw away or drink a bottle you think has a problem. We may ask you to send it back so we can check it, and we will cover that shipping cost.

What we offer

Once we confirm the problem, we will offer you a replacement, a refund or store credit, depending on the case and on stock. If the problem was our fault, we pay any shipping. Refunds are made to your original payment method within 7 working days of approval. Your bank may take a few more days to show it.

By product

Ready-to-drink bottled bird's nest

Our bottles are sterilised and sealed, and keep for 18 months unopened. Store them away from heat and direct sunlight, and refrigerate after opening. We cover any bottle that is faulty before its expiry date, as long as it has been stored as directed on the label.

Dry bird's nest

Report problems with grade, weight or quality before soaking or cooking the nest. Weight is measured dry, so please check it with the pack still unopened. Bird's nest is a natural product: small differences in shape, colour and size between nests are normal and aren't a defect.

Freshly stewed bird's nest (Bangkok delivery)

Freshly stewed nest is cooked to order and can't be returned. If your order arrives wrong, spilled or damaged, tell us on the same day with photos and we will replace it or refund you. Keep it refrigerated and eat it within 3 days.

We can't accept returns or refunds for

  • Change of mind, or items bought by mistake
  • Items that have been opened, soaked, cooked or partly used, unless they have a quality problem
  • Items stored incorrectly after delivery (for example, bottles left in heat or sunlight, or dry nest kept somewhere damp)
  • Problems reported more than 48 hours after delivery, or without the photos and video we need
  • Delivery delays caused by an incorrect address or by nobody being available to receive the parcel

Cancelling an order

You can cancel for a full refund until your order has been packed and shipped. Freshly stewed orders can't be cancelled once we have started cooking.

Questions?

Message us on LINE or email hello@jumamabirdnest.com. We're happy to help.