Thank you for your order and we hope you are happy with your purchase! We always aim to provide a great experience and the best way to guarantee a great experience is to review our guidelines and keep them in mind while placing your orders. 

If you experienced an issue that is not covered below, feel free to reach out to our team and we will get back to you in another business day. 

Information Accuracy 

Kindly check your addresses and details carefully. Our delivery guarantee extends only to correctly addressed orders. We cannot guarantee the condition of the package if the delivery service has to reroute. 

Unopened products

In the event you are dissatisfied with your purchase, you must contact us within 14 days from receiving your order. We only accept returns of UNUSED and UNOPENED products providing that we receive your return request within 14 days of the PURCHASE date. We reserve the right to limit refunds and replacements, and we can only offer one replacement per consumer. 

To return a product, please contact us via info@gozuherbalsoup.com.my to let us know you would like to arrange a product return. We’ll advise the best address for you to send the products to. Kindly pack and seal the item/s in their original shipping package and post them back to us. 

We will not entertain any refund or exchange if 14 days have passed by since your purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the courier.

Shipping Fee Responsibility

For return of faulty/incorrect item(s)/ incorrect parcel, all expenses of shipping fee involved in the return procedure will be covered by us.  However, for return of other reasons, return item shipping will be under buyer expenses.

Refunds (if applicable)

Once your returned items are received and inspected by us, you will then receive an email of the approval or rejection of your refund. In the event where it is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Refunds not received  (if applicable)

If you haven’t received a refund yet, please check your bank account again.  Please contact your credit card company as it may take some time before your refund is officially posted. You may contact your bank as well as there is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@gozuherbalsoup.com.my.

Sale Items (if applicable)

Sale items cannot be refunded. We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@gozuherbalsoup.com.my .

Damaged or Faulty products (if applicable)

We take extra care to pack your items so that they won’t get damaged in transit. If, for any reasons the items arrive damaged or faulty, we ask that you let us know within 7 days of receiving them in the mail. We’ll arrange for the products to be returned to us and a replacement will be sent out to you.