Refund policy

Refund, Return, and Exchange Policy

This Refund, Return, and Exchange Policy (“Policy”) governs the terms under which customers may request exchanges, returns, or refunds for products purchased from Nattome Sdn. Bhd. (“the Company”). By purchasing from the Company, all customers are deemed to have read, understood, and agreed to the following provisions. For any inquiries regarding returns or refunds, you may contact us at nattome.support@atomicgroup.asia

1. General Provisions
1.1 As Nattome Sdn. Bhd. supplies products classified as food items, strict health, safety, and hygiene standards apply.
1.2 All customers are advised to carefully review product information, including but not limited to ingredient lists, nutritional details, and allergen declarations, before confirming their purchase.
1.3 Except as expressly provided herein, all goods sold are final, non-returnable, and non-exchangeable.

2. Exchange Policy
2.1 Exchanges shall only be permitted under the following circumstances:
a) The product delivered is incorrect (not in accordance with the confirmed order).
b) The product delivered is damaged or defective at the point of delivery.
c) The product quantity delivered is less than the quantity ordered.
d) A certified medical practitioner provides a written letter confirming that a Nattome product is not suitable for your health condition.

2.2 Exchanges shall not be permitted under the following circumstances:
a) Requests based on personal preference of flavour, taste, or perception.
b) Requests arising from allergies or intolerances, where the customer did not review the ingredient list prior to purchase. 
c) Products that have been opened, consumed, tampered with, or improperly stored after delivery.

2.3 Customers are reminded that it is their sole responsibility to review the ingredient list prior to purchase to avoid potential allergic reactions or dietary conflicts. We kindly remind all customers to carefully check the listed ingredients to ensure the product is suitable for their individual dietary needs before placing an order

2.4 Except for the limited grounds stated in Clause 2.1, all goods sold are strictly non-exchangeable.

3. Return Policy
3.1 Returns shall only be accepted under the following condition:
a) The customer has not received the product within sixty (60) working days from the date payment was made.

3.2 All returned products must:
a) Remain sealed, unopened, and in their original packaging.
b) Be accompanied by the original receipt or valid proof of purchase.

3.3 Returns submitted without prior written authorization from the Company shall be automatically rejected.

4. Refund Policy
4.1 Refunds shall only be processed in cases where:
a) An exchange under Clause 2.1 is not feasible; or
b) A return under Clause 3.1 has been duly approved by the Company.

4.2 All refund requests are subject to inspection and verification by Nattome Sdn. Bhd.

4.3 Once a refund request has been formally approved, the refund amount shall be credited to the customer’s original payment method within seven (7) working days.

4.4 The following conditions apply:
a) Shipping charges are strictly non-refundable.
b) All costs associated with the return shipment shall be borne solely by the customer.
c) The Company shall not be held liable for any loss, damage, or delay of returned products during transit.

5. Non-Returnable and Non-Exchangeable Products
5.1 In compliance with food safety and hygiene requirements, the following items are strictly non-returnable and non-exchangeable:
a) Products that have been opened, partially consumed, tampered with, or otherwise not in their original condition.
b) Products that have been improperly stored, handled, or exposed to contamination after delivery.
c) Sale items and gift cards.

6. Disclaimer
6.1 Nattome Sdn. Bhd. reserves the absolute right to reject or refuse any request for an exchange, return, or refund that:
a) Does not comply with the requirements of this Policy;
b) Is deemed to be fraudulent, abusive, or made in bad faith.

6.2 The decision of Nattome Sdn. Bhd. in relation to any exchange, return, or refund request shall be final, conclusive, and binding on the customer.

7. Amendments
7.1 Nattome Sdn. Bhd. reserves the right, at its sole discretion, to amend, revise, or update this Policy from time to time without prior notice.
7.2 Customers are encouraged to review this Policy periodically to remain informed of their rights and obligations.