At GG’s, we take care to ensure that every order is packed safely and delivered in good condition. Because our products are food items, we are unable to accept returns or exchanges for change of mind. However, we will assist you if your order arrives damaged, defective, incorrect, or incomplete.

Eligible Refunds or Replacements

You may be eligible for a refund or replacement if:

• You received the wrong product.
• An item from your order is missing.
• The product arrived damaged, broken, or leaking.
• The product was expired when delivered.
• The product has a material quality or safety issue.

Reporting an Issue

Please contact us within 24 hours of receiving your order.

Include the following information:

• Your full name
• Your order number
• A brief description of the issue
• Clear photos or videos of the product
• Clear photos of the parcel and packaging
• A photo of the product’s batch number and best-before date, where applicable

Please keep the affected product and its original packaging until our team has reviewed your request. Do not dispose of or return the product unless instructed to do so.

Opened Products

An opened product may still be eligible for review if the issue could only reasonably be discovered after opening, such as an unexpected quality or safety concern.

Approval will be subject to our assessment of the product, supporting evidence, storage conditions, and other relevant information.

Items That Are Not Eligible

We are generally unable to offer a refund, return, or replacement for:

• Change-of-mind purchases
• Personal taste or texture preferences
• Products that have been consumed substantially
• Products damaged because of improper handling or storage
• Natural oil separation, which is normal in nut butter made without stabilisers
• Minor differences in colour, consistency, or texture between batches
• Incorrect products ordered by the customer
• Allergy or dietary concerns where the relevant ingredients and allergen information were accurately displayed
• Delivery issues caused by an incorrect or incomplete address provided during checkout
• Requests made without reasonable proof of purchase or supporting evidence

Returns

For food-safety reasons, please do not return any product without first contacting us.

If a return is required, we will provide the relevant instructions. The product should be returned in its original packaging where reasonably possible.

If the return is required because of an error by GG’s or because the product is damaged, defective, or incorrect, we will advise you regarding the return arrangements and applicable delivery costs.

Refunds and Replacements

Once we have reviewed your request, we may offer an appropriate resolution, which may include:

• A replacement product
• A refund for the affected product
• Store credit, where agreed with you
• Another appropriate remedy depending on the circumstances

If a refund is approved, it will be issued through the original payment method where possible. The time required for the refund to appear in your account may vary depending on your bank or payment provider.

Original delivery charges are generally non-refundable unless the entire order was incorrect, damaged, defective, or otherwise eligible for a refund.

Order Cancellations

If you need to cancel or amend your order, please contact us as soon as possible.

We will do our best to assist, but cancellation or amendment may not be possible once the order has been processed, packed, or handed over to the courier.

Consumer Rights

Nothing in this policy is intended to exclude or limit any rights or remedies available to you under applicable Malaysian consumer protection laws.

Contact Us

To request assistance with a refund, return, replacement, or damaged order, please contact us at:

ggbutterco@gmail.com

Please include your order number in the subject line so we can assist you more efficiently.