Sra Thnam’s online shop is currently being updated.

During this transition period, product enquiries and orders are handled directly through WhatsApp or another communication channel confirmed by Sra Thnam.

1. How to place an order

To order a preparation:

1. Contact us through WhatsApp.
2. Tell us which product or products you are interested in.
3. Confirm the requested quantity.
4. Provide your delivery location.
5. Wait for confirmation of availability, total price and delivery arrangements.
6. Complete payment using the payment instructions provided by Sra Thnam.

An enquiry or WhatsApp message does not by itself create a confirmed order.

The order is confirmed only after Sra Thnam has confirmed:

• product availability;
• quantity;
• total price;
• delivery charge, where applicable;
• payment arrangements.

2. Product information

We aim to provide accurate descriptions, images, sizes, ingredients and prices.

Because our preparations are produced in small batches and may contain natural ingredients:

• colour, texture or scent may vary slightly;
• packaging may be updated;
• availability may change;
• product appearance may differ slightly from website photographs.

These normal variations do not necessarily indicate a defect.

3. Availability

Products are subject to availability.

If a product is unavailable after an enquiry or payment, we will offer one of the following:

• a suitable alternative, subject to your agreement;
• a later delivery date;
• cancellation and refund of the unavailable item.

We will not substitute a product without your agreement.

4. Prices

Prices are normally shown or confirmed in US dollars.

The final amount will be confirmed before payment and may include:

• product price;
• quantity;
• delivery charge;
• any other charge clearly agreed before payment.

We may update prices at any time, but a confirmed order will not be changed unless there was an obvious pricing error or you agree to a modification.

5. Payment

During the transition period, payment is normally made separately using the ABA payment or QR instructions supplied by Sra Thnam.

Do not send payment to a QR code or bank account unless it has been provided or confirmed through an official Sra Thnam communication channel.

Your order may remain unconfirmed until payment has been received and verified.

6. Delivery

Delivery options, charges and estimated times are confirmed individually according to:

• destination;
• product availability;
• parcel size;
• delivery provider;
• other relevant circumstances.

Delivery times are estimates and may be affected by circumstances outside our control.

Please provide an accurate name, telephone number and delivery address. Sra Thnam is not responsible for delays or failed delivery caused by incorrect or incomplete information provided by the customer.

7. Cancelling an order

You may request cancellation before the order has been prepared or dispatched.

Contact us immediately through WhatsApp and include:

• your name;
• order details;
• products ordered;
• payment confirmation, where applicable.

Once an order has been dispatched, cancellation may no longer be possible.

8. Returns and exchanges

For hygiene, safety and quality reasons, opened or used personal-care, cosmetic, herbal or wellness products cannot normally be returned merely because you change your mind.

A return or replacement may be considered where:

• the wrong product was supplied;
• the product arrived damaged;
• the packaging was broken or leaking on arrival;
• the product was materially different from the confirmed order.

Please contact us within 48 hours of receiving the order and provide:

• your name and order details;
• a clear description of the issue;
• photographs of the product and packaging;
• photographs of any damage or leakage.

Please keep the product and original packaging until we have reviewed the issue.

9. Refunds

Where a refund is approved, it will normally be made using the same or another mutually agreed payment method.

Refund processing may require reasonable time depending on the bank or payment service.

Delivery charges may be non-refundable unless the order was incorrect, defective or damaged before delivery.

Return delivery costs may be the customer’s responsibility where the return is not caused by an error by Sra Thnam.

10. Allergies and suitability

Ingredients are listed where reasonably possible, but customers remain responsible for reviewing the information before use.

Please contact us before ordering if you:

• have allergies;
• have sensitive skin;
• are pregnant or breastfeeding;
• take medication;
• have a medical condition;
• are uncertain whether a preparation is suitable.

Where appropriate, carry out a small patch test before using a topical product more widely.

Stop using a product if irritation or an unexpected reaction occurs and seek professional medical advice where necessary.

11. Nature of the products

Sra Thnam preparations are offered for personal care, traditional wellness and general well-being.

Unless explicitly registered and labelled otherwise, they are not intended to:

• diagnose disease;
• replace prescribed medicine;
• replace professional medical care;
• guarantee a specific medical or cosmetic result.

Individual experiences may vary.

12. Incorrect delivery details or unclaimed parcels

Customers are responsible for providing complete and accurate delivery information.

Additional delivery charges may apply where a parcel must be resent because:

• the address was incorrect;
• the recipient could not be contacted;
• delivery was refused;
• the parcel was not collected.

13. Changes to this policy

This policy may be updated as our ordering and delivery systems change.

When the new online shop becomes operational, additional checkout, payment and delivery conditions may apply.

14. Applicable rules

This policy is subject to the applicable laws and consumer protections of Cambodia.

Nothing in this policy limits rights that cannot legally be excluded.

15. Contact us

For product enquiries, orders, cancellations or delivery concerns:

Sra Thnam
Wat Damnak area, Siem Reap, Cambodia
WhatsApp: +855 77 417 997
Email: contact (at) srathnam.com