Thank you for shopping at Grateful.my.

This Refund and Returns Policy outlines the terms and conditions under which refunds, returns, and exchanges may be granted for purchases made through https://grateful.my (the “Website”).

This policy complies with applicable Malaysian laws, including the Consumer Protection Act 1999.

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1. General Policy

We aim to ensure customer satisfaction with every purchase. However, due to the nature of our products and fulfillment process, refunds and returns are only accepted under specific conditions outlined below.

By making a purchase on our Website, you agree to this Refund and Returns Policy.

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2. Eligibility for Returns

You may request a return if:

• The item received is defective or damaged
• The item received is incorrect (wrong product)
• The item received is incomplete

You must notify us within:

7 days from the date of delivery

Requests made after 7 days may not be eligible.

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3. Conditions for Return Approval

To qualify for a return:

• The item must be unused
• The item must be in original condition
• The item must be in original packaging
• Proof of purchase must be provided
• Photos or video evidence may be required

We reserve the right to reject returns that do not meet these conditions.

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4. Non-Returnable and Non-Refundable Items

The following items are strictly non-returnable and non-refundable:

• Items that have been used
• Items damaged by customer misuse
• Items without original packaging
• Change of mind purchases
• Digital products (if applicable)
• Affiliate commissions already paid

Unless required by law, refunds will not be issued for reasons outside our control.

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5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 7 days and provide:

• Order number
• Photos of the item
• Description of the issue

We will offer one of the following solutions:

• Replacement
• Store credit
• Partial refund
• Full refund (if replacement is not available)

This decision is at our discretion.

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6. Incorrect Items

If you receive the wrong item, we will:

• Replace the item at no additional cost, or
• Provide a refund if replacement is unavailable

We will bear the shipping cost for incorrect items sent by us.

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7. Refund Process

Once your return is approved and received, refunds will be processed within:

7 to 14 business days

Refunds will be issued via:

• Original payment method, or
• Bank transfer

Processing time may vary depending on your payment provider.

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8. Return Shipping

If the return is due to our error (defective, damaged, or incorrect item):

We will cover the return shipping cost.

If the return is requested for other reasons:

Customer may be responsible for return shipping costs.

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9. Order Cancellation

Orders can only be cancelled if:

• The order has not yet been shipped

Once shipped, cancellation is no longer possible.

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10. Affiliate Orders

For purchases made through affiliate links:

• Refunds follow the same policy
• Affiliate commissions may be reversed if refunds are issued

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11. Right to Refuse Refund

We reserve the right to refuse refund or return requests if:

• The request does not meet policy requirements
• Fraudulent activity is suspected
• Abuse of refund policy is detected

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12. Contact Us

To request a return or refund, please contact:

Grateful.my
Email: bundlegrateful@gmail.com
Phone / WhatsApp: +6011-3224 7806
Website: https://grateful.my

Please include:

• Order number
• Full name
• Description of issue
• Photos (if applicable)