Returns & Refund

Returns & Refund Policy

At Gerd Gastrik Malaysia, we want every customer to receive the correct NZIM Plus order in good condition. This Returns & Refund Policy explains how we handle damaged, incorrect, incomplete, cancelled, and return-related requests.

Please read this page before placing an order. By completing a purchase, you agree to the terms stated below, subject to your rights under applicable law.

1. Consumable Product Policy

NZIM Plus is a consumable product. For hygiene, food safety, storage, and product integrity reasons, we generally cannot accept returns for products that have been opened, used, damaged after delivery, or handled outside appropriate storage conditions.

Please choose your package carefully and review your order details before checkout. We recommend checking the product label and ingredients before use, especially if you have allergies, are pregnant, breastfeeding, have an existing medical condition, or are taking medication.

2. Eligible Return or Refund Situations

We may review return, replacement, or refund requests in situations such as:

  • You received the wrong product or wrong package.
  • Your order is incomplete due to an error during packing.
  • The parcel or product arrives significantly damaged.
  • The product received is materially different from what was ordered.
  • A paid order cannot be fulfilled due to stock or operational issues.

Each case is reviewed individually. Approval is not automatic and may depend on the order record, product condition, photos or videos, courier evidence, and whether the issue was reported within a reasonable time.

3. Reporting an Issue

If there is a problem with your order, please contact our support team as soon as possible after delivery. Include:

  • Your full name and order number.
  • The phone number used during checkout.
  • A clear explanation of the issue.
  • Photos or videos of the outer parcel, shipping label, packaging, and affected product.
  • Any relevant courier tracking information.

Please do not throw away the parcel, shipping label, packaging, or affected product before we have reviewed your request. These items may be required for verification or a courier claim.

4. Incorrect or Damaged Orders

If we confirm that an incorrect, incomplete, or damaged item was sent due to our packing or fulfilment error, we may offer a replacement, store credit, partial refund, or full refund depending on the situation and stock availability.

If a replacement is approved, we will provide instructions on whether the item must be returned. Do not return any item without receiving instructions from our support team first.

5. Change of Mind

Orders cancelled because of a change of mind, accidental purchase, preference change, or failure to read product information may not be eligible for return or refund once the order has been processed or shipped.

If you need to cancel an order, contact us immediately. We will try to assist if the parcel has not yet been packed or handed over to the courier. Once an order has been shipped, cancellation may no longer be possible.

6. Cash on Delivery Orders

For COD orders, customers are expected to receive and pay for parcels that have been genuinely ordered. Refusing a parcel after dispatch, providing false information, or repeatedly failing to receive COD deliveries may result in future COD restrictions.

We reserve the right to require prepaid payment for future orders where there is a record of repeated unsuccessful COD deliveries, rejected parcels, or suspected fraudulent activity.

7. Refund Method and Timing

If a refund is approved, it will normally be processed through the original payment method where possible, or through another reasonable method agreed with the customer. Refund processing time may vary depending on the payment provider, bank, platform, and verification requirements.

We may require proof of payment, bank details, or additional identity verification before processing a refund. This is done to protect customers from unauthorised refund requests.

8. Non-Eligible Requests

Returns or refunds may not be approved for:

  • Opened, used, or partially consumed products without a verified product issue.
  • Products damaged due to improper storage, misuse, or customer handling after delivery.
  • Requests made without sufficient order or product evidence.
  • Delivery delays caused by incorrect addresses, unreachable phone numbers, or customer unavailability.
  • Parcels marked as delivered by the courier where the customer has not checked with household members, neighbours, reception, or building management.
  • Personal preference, taste preference, or expected results that differ from individual experience.

9. Product Results

NZIM Plus is a product intended to support a daily digestive wellness routine. Individual experiences may vary. We do not provide refunds solely because a customer’s personal experience differs from another person’s review, testimonial, or expectation.

Product information on this website is not medical advice. If you have a health concern or persistent symptoms, please consult a doctor or qualified healthcare professional.

10. Contact Us

For return or refund enquiries, please contact us through the official support channel provided on this website. Our team will review your case fairly and guide you through the next steps where applicable.