1. Definitions
For the purposes of this Return & Refund Policy:
- “Company” (referred to as either “the Company”, “We”, “Us” or “Our” in this Return & Refund Policy) refers to Gourment Galley.
- “Goods” refers to the items offered for sale on the Service.
- “Orders” means a request by You to purchase Goods from Us.
- “Service” refers to Gourment Galley, accessible from https://gourmentgalley.com/
- “You” means the individual accessing the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
- “Request” means a request by You for a return, exchange or refund of Goods under this policy.
- “Delivery” means the date and time the Courier records Your Order as delivered to Your shipping address.
2. Overview
All Goods sold by Gourment Galley are not exchangeable nor refundable, except in the specific cases set out in Section 3. Every Request must be made within 24 hours of Delivery and must include the evidence listed in Section 5.
Please read this policy carefully before placing an Order. By placing an Order, You agree to this Return & Refund Policy, which forms part of Our Terms and Conditions.
3. When You Are Eligible for an Exchange or Refund
Items sold are not exchangeable nor refundable unless:
- Wrong item sent. The Company sent You an item different from the one You ordered, such as a different model, size, capacity, material or colour.
- Item does not match the listing. The item received does not match the specifications, description, features or information advertised on the website, such as stated size, material, or stove-top or induction compatibility.
- Spoiled, damaged or defective on delivery. The item is damaged, faulty or defective when delivered. For kitchenware, this includes chipped, cracked or broken ceramics and glassware, dented or warped cookware, peeling or scratched non-stick coating, loose or broken handles, blunt or damaged blades, missing lids or parts, and electrical appliances that do not power on or function.
- Delivery timeline exceeded. Your Order was delivered after the delivery timeline stated in Our Shipping Policy (within 7 Working Days of payment confirmation).
If Your Request meets one of these conditions and includes the required evidence, We will offer a replacement, exchange or refund as described in Section 7.
4. What Is Not Covered
We do not accept returns, exchanges or refunds for:
- Change of mind, including no longer wanting the item or finding it cheaper elsewhere.
- Wrong size, model, colour or quantity selected by You at checkout.
- Items that are not compatible with Your stove, oven or kitchen setup, where compatibility was correctly stated on the product page.
- Items that have been used, washed, seasoned or have come into contact with food, unless they were defective on delivery. This is for hygiene and food-safety reasons.
- Natural variations in handmade, wooden, cast iron, stone or ceramic items, such as grain, colour, texture or glaze differences.
- Minor variations in colour due to screen settings or photography lighting.
- Damage caused after Delivery, including misuse, overheating, dropping, use on an incompatible heat source, use of metal utensils on non-stick surfaces, or improper cleaning.
- Normal wear and tear from use.
- Items purchased on clearance or marked as final sale, unless they fall under Section 3.
- Gift cards and e-vouchers.
- Requests made after the 24-hour period or without the required evidence.
5. Required Evidence
For a refund, the customer is required to provide:
- A clear and continuous unboxing video showing the unopened parcel, the shipping label, the packaging and the item received. The video must:
- Start before the parcel is opened, with the shipping label clearly readable.
- Run continuously without cuts, pauses or edits.
- Show the item and any issue clearly, including chips, cracks, dents or missing parts.
- A clear video showing the first use of the item, where applicable. For example, powering on an electrical appliance, heating a pan on a compatible stove, or testing a lid, lock, hinge or mechanism.
- Relevant photographs, order details or other supporting documents requested by the Company, such as close-up photos of the defect, the order number and proof of payment.
We strongly recommend recording an unboxing video for every Order, especially for fragile items such as glassware and ceramics. Without it, We cannot verify the condition of the parcel and item on arrival.
6. Time Limit and How to Submit a Request
All return and refund requests must be sent to the Company at gourmentgalley@outlook.com within 24 hours of receiving the item. The 24-hour period starts from the Delivery time recorded by the Courier.
Your email should include:
- Your full name and order number.
- The reason for Your Request, referring to one of the conditions in Section 3.
- All evidence listed in Section 5, attached or shared as a download link.
- Whether You prefer a replacement, exchange or refund.
Any Requests submitted after the 24-hour period, or without the required evidence mentioned above, will not be accepted.
Please do not send any item back to Us before receiving Our written approval and return instructions. Items sent without approval may be refused or returned to You at Your cost.
7. Review, Returns, Refunds and Replacements
Review: We will review Your Request and reply within [3] Working Days. We may ask for more information or evidence. Our decision will be based on the evidence provided.
Returning the item: If Your Request is approved and a return is needed, We will send You return instructions. Return shipping is free for approved Requests. Please pack the item securely, especially fragile and sharp items, and include all original packaging, accessories, manuals and parts.
Inspection: Once We receive the returned item, We will inspect it to confirm the issue. If the inspection does not support the Request, for example because the damage happened after Delivery, We will send the item back to You and no refund will be issued.
Remedy: For approved Requests, We will, at Your choice where stock allows:
- Send a replacement of the same item;
- Exchange it for another item of equal value; or
- Issue a refund.
For a late delivery under Section 3(4), You may keep the item unused and request a refund. We will then arrange collection of the item.
Refund method and timing: Approved refunds are made to the original payment method within [14] Working Days after We approve the refund or receive the returned item, whichever is later. Your bank or payment provider may take extra time to show the refund in Your account.
Partial refunds: Where only part of an Order or set is affected, the refund will cover only the affected item, unless the set cannot reasonably be used without it.
8. Governing Law
This Return & Refund Policy is governed by the laws of Malaysia. Nothing in this policy excludes or limits any right You have under the Consumer Protection Act 1999 or other laws that cannot lawfully be excluded.
9. Changes to This Policy
We may update this Return & Refund Policy from time to time. Changes take effect when posted on this page with a revised “Last updated” date. Orders placed before a change are handled under the policy in force when they were placed.
10. Contact Us
If You have any questions about this Return & Refund Policy, You can contact Us:
- By email: gourmentgalley@outlook.com
- By phone: 011-2075 7049
- By visiting Our website: https://gourmentgalley.com/