Refund policy

Last updated: 20 June 2026

Our Commitment

At ORGANO™, we stand behind every product we ship. If something is not right, we will make it right — promptly and fairly. This policy explains your rights and how to initiate a return or refund request.

Right to Refuse a Damaged Parcel at Delivery

You have the right to refuse acceptance of a delivered parcel if it is visibly damaged upon arrival. If you choose to reject the parcel, please photograph the outer packaging showing the damage before handing it back to the delivery person. Send the photos to us immediately via WhatsApp or email, and we will coordinate with the delivery company to arrange a replacement.

Incorrect Product Received

If the product you received does not match your order, please contact us within 7 days of receiving your parcel. Include your order number, a photo of the product received, and a photo of your order confirmation. We will arrange for the correct product to be sent to you or process a full refund — your choice.

Change-of-Mind Returns (7-Day Window)

We accept returns for unopened and unused products within 7 days of the date you received your parcel. The 7-day window is calculated from the day you receive the parcel — not from our fulfilment date. Practical timing: received on Day 0; refund request must be submitted before end of Day 7.

This applies to 1-Box and 2-Box orders only. 4-Box and subscription orders are not eligible for change-of-mind returns — their bundle pricing is set against committed use. Any issue caused by us — damaged, incorrect, lost, or quality-affected — is always covered on every order, including 4-Box and subscription orders.

Eligibility Conditions

To qualify for a change-of-mind return, the product must meet all of the following:

  • Unopened and unused
  • Original sealed condition, with the shrink-wrap fully intact
  • The shrink-wrap and product box must not be scratched or damaged

Return Limit

Change-of-mind returns are limited to one order per customer, account, or delivery address within any 12-month period. We reserve the right to refuse returns that show patterns of abuse. This limit never affects your rights for damaged, incorrect, lost, or quality-affected products — those are always covered, without limit.

How to Return — Contact Us First

Please contact us before shipping anything back. Reach us via WhatsApp at +60 17-604 5612 or support@myorgano.shop with your order number, and we will confirm eligibility and send you the return address and instructions. Returns shipped without prior contact may be delayed in processing.

Return Packaging Guidelines

When sending the product back to us, we strongly advise placing the product inside a thick, sturdy cardboard box as a protective outer layer, and using a reliable courier service to avoid mishandling or loss in transit. Return shipping cost for change-of-mind returns is borne by the customer, and the original delivery fee is not refunded.

Inspection on Receipt

Once we receive your returned parcel, we will inspect the product under video recording. You will be notified of the inspection outcome within 7 working days of our receiving the parcel. If the product meets all eligibility conditions, a refund will be processed to your original payment method.

When Your Refund Arrives

After we process a refund, your bank or payment provider needs time to return the money to you: online banking (FPX) typically takes 1–3 business days, credit and debit cards 5–7 business days, and e-wallets 1–2 business days. Any loyalty cash back credit issued on the returned order is reversed as part of the refund.
Note: These timelines depend on your refund channel and may occasionally take longer due to delays on the channel's side.

Products Considered Accepted

Any return request made after 7 days from the date of receipt will not be accepted. The product is considered accepted beyond this window, except where the issue is caused by us.

Issues Caused by Us

The following situations are always covered on every order — including 4-Box and subscription orders — provided you contact us promptly once the issue is discovered:

  • Parcel lost in transit — if tracking has not updated after 7 days (West Malaysia) or 14 days (East Malaysia), contact us. We will investigate and, upon confirmation of loss, arrange a replacement or full refund.
  • Product quality issue or batch recall — contact us immediately. We will arrange collection at our cost and provide a replacement or full refund.
  • Wrong product shipped — see "Incorrect Product Received" above.
  • Parcel damaged on delivery — see "Right to Refuse a Damaged Parcel" above.

Non-Eligible Refund Grounds

The following are not accepted as grounds for a return or refund:

  • Taste preference or texture dislike
  • "Did not feel any effect" — TYGRON™ is a functional food, not a medication. Individual responses vary.
  • Allergic reactions (allergen information is clearly stated on every product box and the product page)
  • Opened or used product for change-of-mind reasons
  • Return requests made after 7 days from receipt
  • Change-of-mind returns on 4-Box or subscription orders (see "Change-of-Mind Returns" above)
  • A second change-of-mind return within 12 months (see "Return Limit" above)

Subscription Orders

Subscription orders may be cancelled at least 72 hours before the next scheduled charge date. Once a subscription order has been charged and dispatched, it cannot be returned for change-of-mind reasons. Issues caused by us — including damaged parcels, wrong products, or lost shipments — remain covered under the relevant sections above.

How to Initiate a Request

Contact us via WhatsApp at +60 17-604 5612 or email us at support@myorgano.shop with your order number, reason for the request, and supporting photos. We aim to respond within 1 business day.