Last updated / 最后更新：2025 年 11 月
At RooRoo Mart, your satisfaction matters to us.
We carefully check and pack every order before shipping. Because most of our items are food, supplements, or personal-care products, our refund and return policy is designed to ensure hygiene, fairness, and safety for all customers.
在 RooRoo Mart，我们非常重视您的满意度 。
每一份订单都会经过仔细检查与包装。由于我们的商品多为食品、保健品及个人护理用品，为保障所有顾客的卫生与权益，我们制定了以下退款与退货政策。
1. No Change-of-Mind Returns / 不接受主观原因退货
For health and safety reasons, we cannot accept returns or exchanges if you simply change your mind or order the wrong product.
出于健康与安全考虑，若因个人喜好或下单错误，我们 无法接受退货或换货。
Please check your order carefully before confirming payment.
请您在付款前仔细核对订单内容。
2. Damaged, Wrong or Expired Items / 商品损坏、错误或过期
If your parcel arrives damaged, expired, or with the wrong item, please contact us within 7 days of receiving it.
若您收到的包裹损坏、过期或商品错误，请在 收到后 7 天内 与我们联系。
We’ll need:
Photos of the affected product and packaging
Your order number and name
请提供：
商品与外包装的清晰照片
订单编号与姓名
Once verified, we’ll offer one of the following:
Replacement of the affected item, or
Refund to your original payment method.
经确认后，我们将提供以下方案之一：
更换同款商品，或
退还至原付款方式。
3. Missing Items / 商品缺漏
If your order is missing an item, please contact us within 3 days after delivery.
若您的包裹缺少商品，请于 收货后 3 天内 通知我们。
We’ll check the packing records and arrange a replacement or partial refund if confirmed.
我们会核对出货记录，确认后将补发商品或部分退款。
4. Return Conditions / 退货条件
In rare cases where a return is approved:
若我们批准退货，需符合以下条件：
Product must be unused, unopened, and in its original packaging.
Returns must be posted within 7 days after approval.
Customer is responsible for the return shipping cost unless it’s our mistake.
商品需保持未开封、未使用及原包装；
获批后请在 7 天内 寄回；
若非因我们失误导致退货，运费需由顾客承担。
5. Refund Timeline / 退款时间
Refunds are processed within 7–14 working days after we receive and inspect the returned items.
退款将在我们收到并检查退回商品后 7–14 个工作日内 处理。
The refund will appear via your original payment method (FPX, GrabPay, Touch ’n Go, Stripe, etc.).
退款将退回至您的原付款方式（FPX、GrabPay、Touch ’n Go、Stripe 等）。
6. Non-Refundable Items / 不可退换商品
The following items cannot be returned or refunded:
以下商品 不接受退货或退款：
- Opened or used products
- Clearance or promotional items
- Gift cards or vouchers
- Items not purchased directly from RooRoo Mart
- 已开封或使用的商品
- 促销或清仓商品
- 礼品卡或代金券
- 非 RooRoo Mart 官方购买商品
7. Late or Missing Refunds / 延迟或未收到退款
If you haven’t received your refund after 14 business days, please check with your bank or e-wallet provider first.
若您在 14 个工作日后仍未收到退款，请先联系您的银行或电子钱包服务商。
If the issue continues, contact us at support@rooroomart.com and we’ll assist you.
如仍有问题，请电邮至 support@rooroomart.com 与我们联系。
8. Contact Us / 联系我们
We’re here to help 💬
If you have questions about your order or refund, please contact us:
我们乐意为您服务 💬
若您对订单或退款有任何疑问，请联络：
📧 support@rooroomart.com