Refund and Returns Policy

Overview

At YYGRAND SDN BHD, we are committed to delivering quality freeze-dried fruits and premium nuts to our customers. We understand that sometimes a purchase may not meet expectations. This Return & Refund Policy outlines your rights and responsibilities regarding returns, refunds, and cancellations when shopping with us.

1. Definitions

For the purposes of this Return & Refund Policy:

  • “Company”, “we”, “us”, or “our” refers to YYGRAND SDN BHD.
  • “Customer”, “you”, or “your” refers to the individual purchasing from our website or any affiliated platforms.
  • “Goods” means the freeze-dried fruits, nuts, or related products offered by the Company for sale.
  • “Order” means a request by you to purchase Goods from us.

2. Cancellation Policy

We understand that plans can change. If you wish to cancel your order, please adhere to the following:

  • Cancellation Window: You may cancel your order within 12 hours of purchase.
  • Cancellation Process: To cancel, please email us at yy-grand@outlook.com with your Order Number and the reason for cancellation.
  • Refund for Cancellation: Orders canceled within the 12-hour window will be fully refunded to your original payment method.
  • Order Status: If the order has already been packed or shipped, it cannot be canceled, and our return policy will apply instead.

3. Return Policy

We offer a 30-day return window from the date of delivery for eligible items.

Eligibility for Returns:

To be eligible for a return:

  • The item must be unused, unopened, and in its original packaging.
  • The item must be in the same condition as when you received it.
  • A valid proof of purchase (order confirmation email or receipt) must be provided.

Items Not Eligible for Return:

  • Products that have been opened, tampered with, or consumed.
  • Items returned without original packaging or in a condition unsuitable for resale.

How to Initiate a Return:

To initiate a return:

  1. Email us at yy-grand@outlook.com within 30 days of receiving your order.
  2. Include your Order Number, details of the item(s) you wish to return, and reason for return.
  3. Once your request is reviewed and approved, we will provide you with return instructions.

4. Refund Process

Once we receive and inspect your returned item(s), you will be notified via email regarding the status of your refund.

Approved Refunds:

  • If the return is approved, a refund will be processed to your original method of payment.
  • Please allow 7 to 14 business days for the refund to reflect, depending on your bank or payment provider.

Partial Refunds:

In certain cases, only partial refunds may be granted:

  • Any item not in its original condition, damaged, or missing parts due to reasons not caused by us.
  • Returns requested beyond the 30-day return period.

5. Exchanges

At this time, we do not offer direct product exchanges. If you require a different item, we recommend returning the original item (if eligible) and placing a new order.

6. Damaged or Incorrect Items

If you receive a defective, damaged, or incorrect item:

  1. Contact us at yy-grand@outlook.com within 3 days of receiving the item.
  2. Attach clear photos of the product and the packaging.
  3. Upon verification, we will arrange for a replacement or issue a full refund based on your preference.

7. Contact Us

If you have any questions or need assistance regarding your return or refund, please contact us at:

Email: yy-grand@outlook.com
Address: NO. L1-2, BLOK 1, JALAN TK 1/11, TAMAN KINRARA, SEKSYEN 1, BATU 7 1/2, JALAN PUCHONG, 58200 KUALA LUMPUR, W.P. KUALA LUMPUR, MALAYSIA