Refund Policy – Glenn&Marie

Effective Date: 6th August 2025

At Glenn&Marie , we take pride in delivering freshly baked, high-quality cookies to our customers. Customer satisfaction is our top priority, and we strive to ensure that all orders are fulfilled correctly and arrive in excellent condition. However, in the rare event that an issue arises with your order, we have outlined our refund policy below.

1. Eligibility for Refunds

Refunds will only be considered under the following circumstances:

  • The product received is incorrect (e.g., wrong flavour, quantity, or item).

  • The product is damaged upon delivery.

  • The product is spoiled or expired upon arrival.

  • The product has not been delivered within the estimated delivery timeframe and is deemed lost.

To be eligible for a refund:

  • The issue must be reported within 24 hours of receiving the order.

  • Proof of issue (e.g., photo or video evidence) must be provided.

  • The product must not have been consumed (partially or fully).

2. Non-Refundable Circumstances

We do not offer refunds under the following conditions:

  • Change of mind after purchase.

  • Delays caused by incorrect delivery address provided by the customer.

  • Products that have been tampered with, opened, or consumed.

  • Minor damage to packaging that does not affect the quality or safety of the product.

3. How to Request a Refund

If you meet the criteria above, please email us at info.alliance@msdss.my with the following details:

  • Order number

  • Full name and contact information

  • Description of the issue

  • Supporting photo(s) or video(s)

Our customer service team will review your request and respond within 2-3 working days. If your refund is approved, it will be processed via the original payment method within 7-14 business days.

4. Replacements or Store Credit

In some cases, we may offer a replacement product or store credit as an alternative to a refund. This will be discussed with the customer based on the nature of the complaint.

5. Delivery Disputes

Glenn&Marie engages third-party courier services for deliveries. While we are not liable for delays caused by the courier, we will assist you in tracking your order and resolving delivery issues wherever possible.

6. Contact Us

For any questions or assistance regarding this Refund Policy, please contact our support team:

📧 Email: info.alliance@msdss.my