Refund & Return Policy

Last updated: 13 October 2026

1. Damaged or faulty items

If your VIVE order arrives damaged or faulty, we are sorry, and we will make it right.

  • Email snm@grusonn.com or WhatsApp +60 13-488 4191 within 7 days of receiving your parcel.
  • Please include your order number and clear photos or a short video of the item and the outer packaging.
  • After we confirm the issue, we will contact you to arrange a replacement. If you cannot accept a replacement, we will contact you for your details and arrange a refund.
  • If we ask you to send the item back, return it by courier to the address in section 8. We pay the return shipping for damaged or faulty items, and we also bear the delivery cost of the replacement.

2. Change-of-mind returns

For food safety and hygiene, we are unable to accept returns or exchanges of chocolate and food products because you changed your mind. This does not affect your legal rights under Malaysian consumer law for faulty goods.

3. Sale and discounted items

Sale and discounted items are not eligible for change-of-mind exchange, return or refund. Damaged or faulty sale items are still covered under section 1.

4. Cancelling an order

You may cancel your order for a full refund if you contact us before it is dispatched. Please message us on WhatsApp or email with your order number. Once your parcel has been handed to the courier, we cannot cancel it.

5. If an item is unavailable

If a product is out of stock or discontinued after you place your order, we will let you know and refund the amount in full.

6. How refunds are paid

Refunds are normally made by bank transfer. We will contact you to collect the details we need. Once the refund is approved, we process it within 14 days.

7. Delivery and delays

We arrange delivery through EasyParcel, and you choose your preferred courier service at checkout. Delivery time and cost depend on the courier you select and your address. Courier delays are outside our control. See our FAQ for delivery details.

8. Contact us

Grusonn Wellness Sdn. Bhd., G01, Sky-Pod Square, Persiaran Puchong Jaya Selatan, Bandar Puchong Jaya, 47100 Puchong, Selangor
Email: snm@grusonn.com | WhatsApp: +60 13-488 4191

退换货政策

最后更新：2026年10月13日

1. 商品损坏或有瑕疵

如您收到的 VIVE 商品受损或有瑕疵，我们深感抱歉，并会妥善处理。

  • 请在收货后 7 天内，通过 snm@grusonn.com 或 WhatsApp +60 13-488 4191 联系我们。
  • 请提供订单号，以及商品和外包装的清晰照片或短视频。
  • 确认问题后，我们会联系您安排更换。如您无法接受更换，我们会联系您索取所需资料并安排退款。
  • 如需您寄回商品，请通过快递寄至第8条所列地址。商品受损或有瑕疵时，退回运费由我们承担，更换商品的运费也由我们承担。

2. 无理由退换

基于食品安全与卫生，我们无法接受因改变主意而提出的巧克力及食品退换。这不影响您依马来西亚消费者法律就瑕疵商品所享有的权利。

3. 特价及折扣商品

特价及折扣商品不适用无理由退换或退款；但如有损坏或瑕疵，仍按第1条处理。

4. 取消订单

如您在订单发出之前联系我们，可取消订单并获全额退款。请通过 WhatsApp 或电邮告知订单号。包裹一旦交给快递公司，我们便无法取消。

5. 商品缺货

如下单后商品缺货或停售，我们会通知您并全额退款。

6. 退款方式

退款一般以银行转账方式进行。我们会联系您收集所需资料。退款一经批准，我们将在 14 天内处理。

7. 配送与延误

我们通过 EasyParcel 安排配送，您可在结账时选择喜欢的快递服务。配送时间和运费取决于您所选的快递及送货地址。快递延误不在我们控制范围内。详情请见常见问题。

8. 联系我们

Grusonn Wellness Sdn. Bhd.，G01, Sky-Pod Square, Persiaran Puchong Jaya Selatan, Bandar Puchong Jaya, 47100 Puchong, Selangor
电邮：snm@grusonn.com | WhatsApp：+60 13-488 4191