NAYU 退換貨政策

退換貨政策 Return & Exchange Policy

NAYU by Sixven Sdn. Bhd.

一

到貨驗收與申訴期限Inspection & Claim Period

申訴期限自顧客拆開外層包裝箱之當下起算為 Day 1，共 7 天（含例假日）內可提出申訴，第 8 天起恕不受理。此期限為申訴窗口，非試用期。 The claim period starts the moment the customer opens the outer shipping box, which counts as Day 1, for a total of 7 days (including public holidays). Claims are no longer accepted from Day 8 onward. This window is for filing a claim — not a trial period.

拆封期限上限 Deadline to Unbox：顧客最遲須於到貨後 7 天內拆封。若逾期仍未拆封，將自到貨日第 7 天之隔一天（即第 8 天）起，視為已拆封，自動起算 7 天申訴期。 Customers must open the box within 7 days of delivery at the latest. If the box remains unopened past this deadline, it will be deemed opened on the day immediately following Day 7 (i.e., Day 8), and the 7-day claim period will begin automatically from that date.

範例 Example

若顧客於 2000/1/1 下午 5 點拆開包裝箱 → 該日即為 Day 1；Day 7 為 1/7；1/8 起不再受理申訴。 If the customer opens the box at 5PM on 2000/1/1 → that day counts as Day 1; Day 7 falls on 1/7; claims are no longer accepted from 1/8 onward.

若商品於 2000/1/1 到貨、顧客一直未拆封 → 到貨後第 7 天為 1/7；隔一天 1/8 視為拆封日（Day 1），申訴期順延至 1/14，1/15 起不再受理。 If delivered on 2000/1/1 and never opened → Day 7 from delivery is 1/7; the following day 1/8 is deemed the unboxing date (Day 1), extending the claim period to 1/14, with claims no longer accepted from 1/15 onward.

二

退換貨適用準則Eligible Cases

僅針對以下「商品本身問題」提供退換貨： We only accept returns/exchanges for the following product-related issues:

運送／包裝損壞Shipping / Packaging Damage
外箱嚴重擠壓變形、內袋破損、脹氣或漏氣（可能為密封失效，屬食安疑慮）。 Severely crushed outer box, torn inner pouch, or bloating/air leakage (possible seal failure — a food-safety concern).
品質瑕疵Quality Defects
內容物變質（異味、異常變色、受潮軟化、走味）、封口未確實密封。 Spoiled contents (odor, discoloration, moisture damage, flavor degradation) or an improperly sealed pouch.
效期不符Insufficient Remaining Shelf Life
到貨時商品剩餘保存期限低於總保存期限之 2/3（如標示不清或明顯逼近效期）。 Product delivered with less than two-thirds of total shelf life remaining.
品項／數量錯誤Wrong Item / Quantity
寄達口味、規格或數量與訂單不符。 Flavor, spec, or quantity received does not match the order.
三

拆封錄影要求Unboxing Video Requirement

開箱時請全程錄影。如商品有瑕疵、損壞或品項錯誤，請於拆箱日（Day 1）起 7 天內附上完整開箱影片申訴；無法提供影片證明拆封前即有問題者，恕不受理。 Please record a complete unboxing video. Claims for defects, damage, or wrong items must be submitted with the full unboxing video within 7 days of the unboxing date (Day 1). Claims without video evidence proving the issue existed before opening will not be accepted.

四

不受理退換貨之情況Non-Returnable Cases

基於食品安全與衛生規範，以下情況恕不接受退換： For food safety and hygiene reasons, the following are not eligible for return or exchange:

  • 已拆封／已食用 Opened or Consumed：封口已拆開之商品，無論是否食用完畢，基於食安考量無法重新販售，恕不接受退換。 Once a pouch's seal is broken, the item cannot be resold regardless of how much was consumed, and is not eligible for return.
  • 個人口味因素 Personal Taste：因不喜歡口味、鹹度、脆度等主觀偏好要求退換。 Subjective dissatisfaction with taste, saltiness, or texture is not grounds for return.
  • 過敏原 Allergens：本商品含堅果（腰果）成分，並依規定於外包裝標示過敏原資訊。請於購買前自行確認成分標示；食用後之個人過敏反應不屬於商品瑕疵範疇。 This product contains tree nuts (cashew), and allergen information is declared on the packaging per regulation. Please review the label before purchase. Individual allergic reactions after consumption are not considered a product defect.
  • 逾期告知 Late Reporting：自拆箱日（Day 1）起超過 7 天才提出申訴者。 Claims submitted more than 7 days after the unboxing date (Day 1).
五

辦理流程How to File a Claim

  1. 即時聯繫 Contact Us Promptly：透過 WhatsApp 客服 聯繫，並附上訂單編號與完整開箱影片。 Contact us via WhatsApp 客服 with your order number and full unboxing video.
  2. 審核確認 Review & Confirmation：確認商品確實存在瑕疵、錯誤或效期問題後，安排更換或退款。 Once confirmed, we will arrange a replacement or refund.
  3. 原樣退回（如需要）Return in Original Condition：未拆封商品需連同包裝一併退回。 Unopened items must be returned with original packaging intact.
六

運費負擔Shipping Costs

經確認為商品損壞、瑕疵、效期不符或寄送錯誤之案件，來回運費由本公司全額負擔。 For confirmed cases of damage, defects, insufficient shelf life, or shipping errors, return shipping is fully covered by the company.

七

退款方式Refund Method

  • 退款管道：退回原付款方式與原帳戶，恕不接受變更收款帳戶。 Refunds are issued to the original payment method/account only.
  • 處理時程：審核通過後 7 個工作天內處理，實際入帳時間依金流業者與銀行作業時間而定。 Processed within 7 business days of approval; actual posting time depends on the payment gateway and bank.
  • 手續費扣除：金流業者已收取且不可退還之手續費將自退款金額中扣除。 Non-refundable payment gateway fees will be deducted from the refund.
  • 稅務憑證：依馬來西亞稅務法規，退款將同步開立 e-Invoice 貸項通知單。 An e-Invoice Credit Note will be issued alongside the refund per Malaysian tax regulations.
八

第三方平台訂單Third-Party Platform Orders

透過 Shopee、TikTok Shop 等平台下單者，依該平台之退換貨保障機制辦理；本政策適用於官網及 WhatsApp 直購訂單。 Orders placed via Shopee, TikTok Shop, or other platforms are subject to that platform's own return & refund guarantee. This policy applies to direct website / WhatsApp orders.