Orders and Cancellation Policy
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, please contact us through WhatsApp, tell us which product you are interested in, confirm the quantity, and provide your delivery location.
Your order is confirmed only after Sra Thnam has confirmed availability, total price, delivery arrangements and payment instructions.
2. Product information
We aim to provide accurate product descriptions, images, sizes, ingredients and prices.
Because our preparations are made in small batches with natural ingredients, colour, texture, scent, packaging or appearance may vary slightly. 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 may offer a suitable alternative, a later delivery date, or a refund for the unavailable item.
We will not substitute a product without your agreement.
4. Prices and payment
Prices are normally shown or confirmed in US dollars. The final amount, including any delivery charge, will be confirmed before 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.
5. Delivery
Delivery options, charges and estimated times are confirmed individually according to destination, product availability, parcel size and delivery provider.
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 customer information.
6. Cancelling an order
You may request cancellation before the order has been prepared or dispatched. Once an order has been dispatched, cancellation may no longer be possible.
7. Returns and exchanges
For hygiene, safety and quality reasons, opened or used personal-care, cosmetic, herbal or wellness products cannot normally be returned simply because you change your mind.
A return or replacement may be considered if the wrong product was supplied, the product arrived damaged, the packaging was broken or leaking on arrival, or the product was materially different from the confirmed order.
Please contact us within 48 hours of receiving the order and provide your name, order details, a clear description of the issue, and photographs of the product and packaging.
8. Refunds
Where a refund is approved, it will normally be made using the same or another mutually agreed payment method.
Delivery charges may be non-refundable unless the order was incorrect, defective or damaged before delivery.
9. Allergies and suitability
Please contact us before ordering if you have allergies, sensitive skin, are pregnant or breastfeeding, take medication, have a medical condition, or are unsure 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.
10. 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, or guarantee a specific medical or cosmetic result.
Individual experiences may vary.
11. 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.
12. 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.
13. Contact us
Sra Thnam
Wat Damnak area, Siem Reap, Cambodia
WhatsApp: +855 77 417 997
Email: contact (at) srathnam.com