Return & Refund Policy
At The Vegan, we care about your experience and want you to shop with peace of mind. We offer a 7‑day return and exchange policy, so you have 7 days after receiving your item to let us know if something isn’t right.
To qualify, your item should be in the same condition as when received: unopened, unused, with tags, and in its original packaging. Please also provide your invoice or proof of purchase so we can assist you quickly.
Starting a return or exchange is simple: just reach out to us at serviceinfo.tvg@gmail.com or WhatsApp us at +6012-8666504 Once your request is approved, we’ll guide you step‑by‑step on how and where to send your package. (Items sent back without prior approval, unfortunately, cannot be accepted.)
If you have any questions at all, our team is always happy to help — just drop us a note at serviceinfo.tvg@gmail.com
Eligibility for Returns
To be eligible for a return:
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Your item must be in the same condition that you received it, unopened, unused, with tags, and in its original packaging.
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You must provide the invoice or proof of purchase.
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Returns are only accepted if the product is defective, damaged, or not as described after investigation. Change‑of‑mind returns are not accepted for opened food products or hygiene items.
How to Start a Return
To initiate a return, contact us at serviceinfo.tvg@gmail.com or WhatsApp us at +6012-8666504. If your return is accepted, we will provide instructions on how and where to send your package. Items sent back to us without prior approval will not be accepted.
Damages & Issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item. Claims for damage must be made within 48 hours of receipt so we can evaluate the issue and resolve it promptly.
Non‑returnable Items
Certain items cannot be returned:
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Opened food products (protein powders, sachets, shaker bottles) unless defective.
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Personal care goods once packaging is opened.
Exchanges
Return & exchange requests must be made within 7 days of receiving your item. Exchanges are subject to the same conditions as returns:
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Items must be unopened, unused, and in their original packaging with invoice provided.
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If the product is defective, damaged, or wrongly shipped, we will cover the exchange shipping cost.
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If the exchange is requested due to personal reasons (e.g., wrong order, change of mind), the customer must bear the shipping fee.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund is approved.
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Bank transfer refunds: processed within 14 business days.
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Credit card refunds: processed within 14 business days (actual posting depends on your issuing bank).
If more than 15 business days have passed since your refund was approved, please contact us at serviceinfo.tvg@gmail.com
Legal Disclaimer
This policy is subject to the Consumer Protection Act 1999 (Malaysia). Disputes may be referred to the Tribunal for Consumer Claims (TTPM).