Refund Policy
1. General Questions
Last Updated: [DD August 2026]
At Gyoen we take pride in the quality and freshness of our matcha and tea. Every order is carefully checked and packed before it leaves our facility.
As our products are consumable food products, we have specific guidelines regarding returns, refunds and exchanges. Please read the following policy carefully before placing your order.
Order Cancellation
Orders are processed promptly to ensure that your matcha and tea reach you as soon as possible.
If you wish to cancel or amend an order, please contact us at hellogyoen@gmail.com as soon as possible after placing your order.
We will do our best to accommodate your request, but cancellation cannot be guaranteed once an order has been processed, packed or dispatched.
Once an order has been dispatched, it cannot be cancelled through our website.
Change of Mind
Tea is a natural agricultural product whose characteristics, flavor profile, and quality may naturally vary based on harvest season, cultivar, growing conditions, processing methods, and storage.
Due to the inherent perishability of tea and the potential for these environmental factors to affect product quality once outside of our direct control, all sales are final. We do not accept returns, exchanges, or change-of-mind requests once an order has been shipped.
This includes, but is not limited to:
- Ordering the wrong product or size
- No longer wanting the product
- Changing your preference after purchase
- Purchasing the wrong quantity
- Disliking the natural taste, aroma, colour or texture of the tea
- Expecting a different flavour profile based on personal preference
We encourage customers to carefully review the product description, size, origin, tasting notes and preparation recommendations before placing an order.
Damaged, Incorrect or Defective Products
If your order arrives:
- Damaged
- Incorrect
- Incomplete
- Tampered with
- Contaminated
- Leaking or otherwise compromised
- Significantly different from the product described on our website
Please contact us within 72 hours / 3 days of delivery.
To help us investigate the issue, please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging and shipping parcel
- Photographs of the shipping label
- Any other information reasonably requested by our customer service team
For damaged parcels, please retain the original packaging until the matter has been resolved, as it may be required for investigation with the courier.
Where we confirm that the incorrect item was sent due to an error on our part, we will arrange an appropriate resolution, which may include:
- Replacement with the correct product; or
- Refund of the affected product
Where applicable, we will provide instructions for returning the incorrect item.
While we carefully package every order, damage may occasionally occur during transit.
If your parcel arrives visibly damaged, please photograph the parcel and product before opening or immediately upon discovering the damage.
If the product itself has been damaged during delivery, please contact us within 72 hours / 3 days of receipt with photographs and your order details.
We will assess the claim and, where appropriate, arrange a replacement or refund.
Original shipping fees may also be non-refundable where the order was correctly fulfilled.
Quality Concerns
We take product quality seriously.
If you believe that your matcha or tea has a genuine quality issue, please contact us within 72 hours / 3 days of delivery.
Examples may include:
- Product arriving in an unsuitable condition
- Unusual contamination or foreign material
- Packaging being improperly sealed
- Product received with an apparent manufacturing or packing defect
- Product that does not correspond with the description provided on our website
Each case will be assessed individually.
Please note that natural variations in colour, aroma, flavour and texture are not necessarily considered product defects. Tea is an agricultural product, and characteristics may naturally vary according to harvest, cultivar, growing conditions, processing and storage.
Opened or Used Products
For food safety and hygiene reasons, we do not accept returns of opened, used or partially consumed matcha and tea products.
However, this does not affect your statutory rights under applicable Malaysian consumer protection laws. Where a product is genuinely defective, damaged, unsafe or otherwise does not meet applicable legal requirements, please contact us so that we can assess the matter and provide an appropriate remedy.
Refund Eligibility
A refund may be considered where:
- The wrong product was sent;
- The product is confirmed to be defective;
- The product arrives damaged and cannot reasonably be used;
- The product is materially different from its description;
- The order cannot be fulfilled by us; or
- Another circumstance arises where a refund is required under applicable Malaysian law.
We reserve the right to assess each case based on the circumstances and supporting information provided.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under Malaysian law.
Refund Process
Once your refund has been approved, we will notify you by email or through the contact details provided with your order.
Approved refunds will generally be processed to the original payment method used for the purchase.
The time taken for the funds to appear in your account may vary depending on your payment provider, bank or card issuer.
Gyoen Official is not responsible for delays caused by banks, payment gateways or third-party payment providers after the refund has been successfully processed by us.
How to Submit a Refund Request
To submit a refund or product issue request, please contact:
Email: hellogyoen@gmail.com
WhatsApp: +60 14-395 1838
Operating Hours: 7 days a week, 9am-6pm
Please include:
Order Number:
Name:
Product:
Date Received:
Reason for Request:
Supporting Photos/Videos:
Our team may request additional information where necessary to assess the request.
Assessment & Resolution
Once we receive your request and supporting information, our team will review the circumstances and may contact you for additional information.
We aim to respond to refund and product-quality enquiries within 2–3 business days.
Where a remedy is approved, we will communicate the next steps, including whether the product needs to be returned and the applicable refund or replacement process.
Consumer Rights
This Refund & Returns Policy is intended to provide clear and transparent guidelines for purchases made through Gyoen Official.
It does not limit, exclude or override any rights, guarantees, remedies or protections available to consumers under applicable Malaysian laws, including the Consumer Protection Act 1999 (Act 599).
Where a consumer has a statutory right to a remedy, Gyoen Official will assess and address the matter in accordance with the applicable requirements.
Policy Updates
We may update this Refund & Returns Policy from time to time to reflect changes to our business practices, products, services or applicable legal requirements.
The latest version will always be published on this page, together with the date of the most recent update.