Terms of service

Last updated: 9 January 2026

Welcome to Sero.
By accessing or purchasing from our website (www.ser-o.com, the “Site”), you agree to be bound by the following Terms & Conditions. Please read them carefully before using our Site or placing an order.

1. General Information

Sero is an independent retailer of non-alcoholic wines, beverages, and related lifestyle products. We are not the manufacturer of the products we sell. Product details such as ingredients, nutrition, and origin are based on information provided by our suppliers and partners.

By using this Site, you agree to comply with all applicable laws and regulations.

2. Product Information and Accuracy

We make every effort to display accurate and up-to-date product information. However:

Descriptions, ingredients, sugar content, calorie counts, and other product details are provided by our suppliers. We cannot guarantee their absolute accuracy.
Images on the Site are for illustrative purposes only and may differ slightly from the actual product.
We reserve the right to correct any errors, inaccuracies, or omissions at any time without prior notice.

If you have allergies, dietary restrictions, or health concerns, please review all product labels carefully and consult a qualified professional before consuming.

3. Product Use & Injury Liability Clause

To reduce risk of customers claiming injury (e.g., unexpected cork opening), include a clear acknowledgment that customers assume responsibility for how they handle products:

Product Handling & Assumption of Risk
By purchasing and using our products, you acknowledge:

All products, including bottles with corks or pressurized contents, may pose inherent risks if not handled properly.
You assume full responsibility for safely opening and handling all products purchased from Sero.
Sero, its employees, agents, and affiliates are not liable for any personal injury, property damage, or other loss arising from improper or unintended handling of products, including but not limited to corks, caps, or pressurized contents.

4. Health Disclaimer

All products sold on Sero are intended for general consumption and do not claim to diagnose, treat, cure, or prevent any disease or condition.
By purchasing or consuming our products, you acknowledge and agree that:

Sero is not responsible for any health risks, reactions, or consequences resulting from the use or consumption of any products sold on the Site.
It is your responsibility to ensure that the products are suitable for your personal health condition, dietary needs, or restrictions.
You should seek professional medical advice before consuming any new food or beverage product if you have existing health conditions.

5. Pricing and Payment

All prices are displayed in Malaysian Ringgit (MYR) and include applicable taxes unless stated otherwise.
Full payment is required at checkout using the payment methods available on the Site.
We reserve the right to correct any pricing errors or inaccuracies. If a pricing error occurs after your order, we will contact you to confirm or cancel the order.
We may refuse or cancel any order at our discretion, including where payment is not authorized or information provided is inaccurate.

6. Shipping and Delivery

We currently deliver within Peninsular Malaysia only.
Orders are processed within 2–5 business days after payment confirmation.
Delivery times may vary depending on your location, courier service, and public holidays.
Sero is not responsible for delivery delays, loss, or damage caused by courier services or events beyond our control (e.g., customs delays, weather disruptions, or natural disasters).

Please ensure your shipping information is correct. Incorrect or incomplete addresses may lead to delays or additional charges.

7. Returns and Refunds

As our products are consumable, returns or refunds are accepted only in specific cases:

You received a damaged, defective, or incorrect item; and
You notify us within 3 days of receiving your order, including photos and order details.

To request a return or replacement, please contact hello@ser-o.com.

We cannot accept returns for:

Change of mind;
Opened or partially consumed products;
Items damaged due to improper storage or handling after delivery.

Approved refunds will be processed to your original payment method after the returned item has been inspected.

Damage Claims — Evidence Requirement
To be eligible for any claim due to damage, defect, or missing products:

You must notify Sero within 48 hours of delivery with clear photographic and/or video evidence.
You agree that Sero may require unedited digital proof of the delivery package and product condition at the time of opening (e.g., continuous unboxing video showing the sealed packaging, outer box, inner packaging, and product condition).
Claims that rely solely on third-party generated content (including AI-generated images or altered/misleading representations) may be automatically rejected.
Sero reserves the right to request additional information to verify the authenticity of any claim.

8. Accuracy, Completeness, and Timeliness of Information

While we strive to provide accurate and up-to-date information, we are not responsible if details on this Site are incomplete, inaccurate, or outdated.
The material on this Site is provided for general information only and should not be relied upon as the sole basis for making decisions. Reliance on the Site is at your own risk.

9. Modifications to Service and Prices

We reserve the right to modify, update, or discontinue any part of the Site, product offerings, or pricing at any time without prior notice.
We shall not be liable to you or any third party for any modification, suspension, or discontinuance of the Site or Services.

10. Prohibited Uses

You agree not to use the Site or its content:

For any unlawful purpose;
To solicit others to perform unlawful acts;
To violate any laws or third-party rights;
To transmit malware, viruses, or malicious code;
To interfere with the security features of the Site; or
To collect or misuse other users’ personal information.

We reserve the right to suspend or terminate your access if any prohibited use is detected.

11. Limitation of Liability

To the fullest extent permitted by law:

Sero and its representatives shall not be liable for any indirect, incidental, consequential, special, or punitive damages, including loss of profits, loss of use, or other economic loss arising out of any products or services provided.
Sero’s maximum liability for any claim (including any injury, property damage, or loss) shall in no event exceed the total amount paid by you for the applicable product.
Nothing in these Terms shall limit liability for death or personal injury caused by proven negligence of Sero where such limitation is not permitted by law.\

12. Indemnification

You agree to indemnify, defend, and hold harmless Sero (and its directors, employees, partners, and affiliates) from all claims, demands, damages, costs, or losses (including reasonable attorney fees) arising out of:

Any false, fraudulent, or staged claim, including but not limited to fabricated evidence, fake images, or altered materials presented as proof of damage.

Your violation of these Terms or applicable laws.

13. Termination

We may terminate or suspend your access to the Site immediately, without prior notice, for conduct that we believe violates these Terms or is harmful to Sero or other users.
Provisions that by their nature should survive termination shall continue to apply.

14. Intellectual Property

All text, images, branding, and content on this Site are the property of Sero or our content partners.
You may not reproduce, modify, or distribute any part of the Site without prior written consent.

15. Governing Law and Jurisdiction

These Terms & Conditions are governed by and construed in accordance with the laws of Malaysia.
Any dispute shall be subject to the exclusive jurisdiction of the courts of Kuala Lumpur, Malaysia.

16. Changes to These Terms

Sero reserves the right to update or modify these Terms & Conditions at any time without prior notice. The latest version will always be available on this page. Your continued use of the Site constitutes your acceptance of any updates.