Return and Refund Policy

Last updated 8 Oct

Who this policy covers

This policy applies to purchases made directly through mach2nutrition.com. Mach2 Nutrition is operated by De Cheng Food ( "we", "us" or "our"). It explains how we handle returns, replacements, order cancellations and refunds.

We accept eligible returns of unopened products when you change your mind within 14 calendar days after delivery. Separate provisions apply to damaged, defective, incorrect or undelivered orders. Nothing in this policy limits rights or remedies you have under applicable consumer law.

For purchases through Shopee, TikTok Shop or another retailer or marketplace, submit your request through the original seller or platform. Their applicable procedures and policies also apply, together with your legal rights. If we were the seller, you may also contact us for assistance.

Returns when you change your mind

To request a return because you changed your mind, contact customersupport@mach2nutrition.com within 14 calendar days after the product was delivered. The day after delivery is day one. If an order arrives in separate deliveries, the period runs separately for each product from its delivery date.

Each product you wish to return must meet all of these conditions:

The product box is completely unopened, with any original seals intact.

All 30 sachets are included, unopened and unused, in their original product box.

The product has been stored according to its label instructions and has not been exposed to conditions that compromise its quality or safety.

The original product packaging and labels are present and have not been removed or altered.

You provide an order number or other reasonable proof of purchase.

You may open the outer shipping mailer or delivery carton to inspect your order. This does not affect eligibility if the product box itself remains unopened. The outer shipping packaging does not need to be returned.

Return eligibility is assessed by product box. Individual sachets and partially used boxes are not eligible for change-of-mind returns. Where an order contains multiple boxes, you may return only the boxes that meet the conditions above.

Opened products and other exclusions

Because our products are intended for consumption, we do not accept change-of-mind returns of opened product boxes, even if all sachets remain sealed. We also do not accept change-of-mind returns of products that have been used, tampered with, damaged after delivery or improperly stored.

Personal preferences or a lack of expected fitness results do not, by themselves, make an opened product eligible for a refund. We do not provide a trial or satisfaction guarantee unless expressly stated in an offer available when you purchased.

These exclusions apply only to voluntary change-of-mind returns. They do not prevent claims about defective, unsafe, misdescribed or incorrectly supplied products, including where the issue becomes apparent only after opening or use. Damage or deterioration caused by improper storage or use does not itself establish a product defect.

How to request and send a return:

Email customersupport@mach2nutrition.com with your order number or proof of purchase, the products involved, the reason for your request and your contact details. For a quality or delivery issue, include photographs of the issue and any batch number or expiry date if available. We may request other information reasonably needed to assess the request.

An unboxing video is not required. Missing original packaging or a paper receipt does not automatically disqualify a legitimate claim if the purchase and issue can be established by other reasonable evidence.

We aim to respond within three business days. If we approve a return, we will provide the return address and packing instructions. Please contact us before sending products back; do not use an address from a shipping label or send products to the manufacturer unless we instruct you to do so.

For a change-of-mind return, dispatch the approved return within 14 calendar days after our written approval. Contact us before this deadline if you need more time. A delay caused by us will not invalidate your request.

Pack the return securely and retain your postage receipt and tracking details. We recommend a tracked service. For a change-of-mind return using your chosen courier, you are responsible for loss or damage during return transit. Where we arrange collection or provide the return service, we will handle any return-transit issue with that service.

We will inspect returned products and explain any decision to decline a refund. Our return procedures will not be used to restrict a remedy required by law.

Damaged defective or incorrect products

Inspect your order after delivery. Contact us promptly if products arrive damaged, sachets are leaking or have compromised seals, items are missing, you receive the wrong product, the product is expired on arrival, or you suspect a manufacturing or quality defect.

For issues visible on delivery, we ask you to notify us within seven calendar days where reasonably possible. For an issue discovered later, contact us promptly after discovery. These are reporting requests, not deadlines that remove your legal rights.

If you suspect a product is unsafe, stop using it and keep the remaining product and packaging if reasonably possible. Do not consume more product to demonstrate the issue. We may arrange collection or give safe disposal instructions; we will not require you to post a product that cannot safely be transported.

Once we confirm a damaged, defective or incorrectly supplied product, we will offer your choice of a replacement at no additional cost or a full refund of the affected product. For missing items, we will offer to send the missing items or refund their purchase price. If an issue affects the integrity of an entire box, the remedy will cover that box.

Opening or using a product does not automatically disqualify a valid quality claim. We will not require you to accept store credit instead of a monetary refund. Any additional remedy available under applicable law remains available.

Return postage and delivery charges

For change-of-mind returns, you pay return postage. Original delivery charges actually paid are not refundable unless required by law. We do not charge restocking, administration or payment-processing fees, and we do not deduct a delivery fee retrospectively where delivery was originally free.

For confirmed damaged, defective or incorrect products, we will arrange and pay for necessary return postage or reimburse reasonable necessary postage costs. Please contact us to arrange a suitable return method. We also cover delivery of a replacement.

If the entire order is refunded because of a confirmed product or fulfilment issue, we will refund the original delivery charge paid. If only part of the order is affected, we will refund the delivery charge reasonably attributable to the affected items, together with any amount required by law.

Refund amounts and processing

Refunds reflect the amount actually paid for the affected products, including applicable tax and after discounts. For a partial return, an order-wide discount or bundle discount will be allocated proportionately using the products' original prices before the discount. This allocation will not exceed the amount paid for the order.

For an approved change-of-mind return, we will initiate the refund within five business days after receiving and checking the return. For a confirmed product or fulfilment issue, we will initiate the refund within five business days after confirming the refund and completing any reasonably necessary collection or assessment. If we confirm that no return is needed, the period starts when we confirm the refund.

Refunds are made to the original payment method wherever possible. If this is technically unavailable, we will agree a secure alternative with you. Store credit will be issued only with your agreement.

Your bank or payment provider may take additional time to credit the refund, commonly five to ten business days. If it has not appeared after that period, contact us so we can trace it. Business days mean Monday to Friday, excluding Singapore public holidays.

Sale items promotions and exchanges

Discounted and promotional products have the same return eligibility and rights for defective products as full-price products. We refund the price paid, rather than the original advertised price. A later price reduction does not entitle an earlier purchase to a price-adjustment refund unless the offer expressly provides one.

For a change-of-mind exchange, return the eligible unopened product for a refund and place a new order. Prices and availability for the new order apply. Replacements for confirmed product or fulfilment issues are handled under the provisions above.

Order cancellations and amendments

Contact us as soon as possible if you wish to cancel an order or change its delivery details. If the order has not been dispatched and we can stop fulfilment, we will cancel it and refund all amounts paid, including any delivery charge, without a cancellation fee.

Once an order has been dispatched, we may be unable to cancel or amend it. You may request a change-of-mind return after delivery if it meets this policy's conditions. This does not affect any cancellation or other right provided by law.

Lost delayed or undeliverable orders

Contact us if your order has not arrived within the delivery period communicated to you, or if tracking shows delivery but you have not received it. We will investigate with the delivery provider. A tracking entry alone will not automatically determine the outcome.

If we confirm that an order was lost or not delivered, we will offer a replacement at no additional cost or a refund, including the original delivery charge paid. We will give you a reasonable investigation timeframe and updates; we will not require you to recover the payment from the courier yourself.

If delivery fails because of an incorrect address you supplied or an unsuccessful delivery attempt, we will contact you about redelivery or return of the parcel. Any reasonable additional delivery cost will be explained and agreed before redelivery. If the order is returned and you choose a refund, we will refund the products where they remain suitable for return; the original delivery charge may be retained where the failure was attributable to you. This does not apply where the issue was caused by us or our delivery provider, or where the law requires a different remedy.

Subscription orders

If you purchase a subscription, this policy applies separately to each delivery. You may cancel future renewals through any subscription-management facility we provide or by contacting customersupport@mach2nutrition.com before your next scheduled renewal charge. We do not charge a fee to cancel future renewals.

Cancelling a subscription does not automatically cancel an order already charged or dispatched. That order is handled under the cancellation and return provisions above. Cancelling future renewals does not prevent a refund claim for a previous delivery.

If we charge you after a cancellation that took effect before the scheduled charge, we will correct the charge and arrange any necessary return at our expense.

Safety concerns and product recalls

Report suspected contamination, an unusual product condition or a possible adverse reaction to customersupport@mach2nutrition.com. Individual reactions do not by themselves establish a defect, but we will review relevant safety concerns and preserve your rights regarding defective or misdescribed products.

If a product is recalled, follow the recall notice and stop using the affected product. We will communicate the remedy and any collection or disposal instructions. Reasonable costs required to carry out our recall instructions will be covered by us. A recall claim is not subject to the change-of-mind return window.

Information used to handle requests

We use information submitted with a request to verify the purchase, assess the issue, arrange a remedy and meet applicable obligations, in accordance with our Privacy Policy. Please provide only relevant information. Do not send full card details or unrelated medical records.

Your consumer rights

This policy operates alongside applicable Singapore law, including the Consumer Protection (Fair Trading) Act 2003 and the Sale of Goods Act 1979. Where the law provides greater protection or a different remedy, the law prevails.

No return condition, reporting period, approval process or exclusion in this policy waives or restricts a mandatory legal right. Our assessment does not prevent you from seeking assistance from CASE, using an applicable payment or marketplace dispute process, or pursuing an available legal remedy.

Changes to this policy

We may update this policy for future purchases. The version in effect when you placed your order applies to that order, unless a later version gives you greater protection and we agree to apply it. Changes do not reduce your accrued legal rights.

Contact details

Mach2 Nutrition
Operated by De Cheng Food
Customer support customersupport@mach2nutrition.com
Business address 15 Woodlands Loop #01-14
Website mach2nutrition.com

Return addresses are provided when we respond to your request. Please contact us before sending a parcel.