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Refund policy

  1. TERMS
    1. These terms and conditions apply to the use of this website and any pages or materials contained on this website. These terms and conditions do not apply to Cookidoo®.
    2. In using this website, you agree to be bound by these terms and conditions. If you do not agree to these terms and conditions, you must refrain from using this website.
    3. In these terms and conditions, the expressions ‘weʼ, ‘usʼ and ‘ourʼ are a reference to True Mix Sdn Bhd located at 11A & 15, Jalan PJU 3/46, Sunway Damansara Technology Park, 47810 Petaling Jaya, Selangor, Malaysia.
  2. AMENDMENTS TO TERMS AND CONDITIONS
    1. We reserve the right to amend these terms and conditions from time to time. Amendments will take immediate effect upon notification on this website. Your continued use of this website following such notification will be taken by us to represent your agreement to be bound by the terms and conditions as amended.
  3. DISCLAIMER
    1. We do not accept responsibility for any loss or damage, howsoever caused (including through negligence) which you may directly or indirectly sustain or incur in connection with or as a result of your use of this website or any linked website or reliance upon any information contained on or accessed through this website.
    2. To the extent permitted by law, condition, warranty or representation which would otherwise be implied into these terms and conditions is hereby excluded. Any liability we may have to you under legislation in respect of any non-excludable warranty or representation is limited where permitted to supplying the services again or the payment of the cost of having the services supplied again, at our option.
  4. EXCEPTION TO DISCLAIMER
    1. This disclaimer set out in these terms and conditions does not attempt or purport to exclude liability arising under statute if, and to the extent, such liability cannot be lawfully excluded.
  5. SPECIFIC WARNINGS
    1. You must ensure that your access to and use of this website is not illegal or prohibited by laws which apply to you.
    2. You must take your own precautions to ensure that the process which you employ for accessing this website does not expose you to the risk of viruses, malicious computer code or other forms of interference which may damage your own computer system. For the removal of doubt, we do not accept responsibility for any interference or damage to your own computer system which arises in connection with or as a result of your use of this website or any linked website.
    3. Whilst we have no reason to believe that any information contained on this website is inaccurate, and we use all reasonable endeavours to maintain the accuracy of information contained on this website, we do not warrant the accuracy, adequacy or completeness of such information, nor do we undertake to keep this website updated. We do not accept responsibility for any loss or damage suffered, sustained or incurred as a result of or in connection with your reliance upon the accuracy or currency of information contained on this website.
    4. We do not give you any assurances that any information contained on this website will be suitable for your purposes or that such information will be error-free. You agree that you do not rely on any such information or its availability and that any reliance you make will be on your own independent assessments with the aid of qualified independent advice.
  6. RELATIONSHIP WITH VORWERK INTERNATIONAL
    1. We are authorised by Vorwerk International Strecker & Co (Vorwerk) to use under licence the “Thermomix®” brand and intellectual property on the internet. “Thermomix®” is the trade name and the registered trademark and servicemark of Vorwerk, as are certain other trademarks and servicemarks used by us on this website under Vorwerkʼs control.
  7. INTELLECTUAL PROPERTY RIGHTS
    1. Copyright in this website (including all text, graphics, logos, icons, sound recordings and software) is owned or licensed by us from Vorwerk or a related entity of Vorwerk. Other than for the purposes of, and subject to the conditions prescribed under, the Trade Marks Act 1976 and the Trade Marks Regulations 1997 and similar legislation which applies in your location, and except as expressly authorised by these terms and conditions, you may not in any form or by any means:
      • adapt, reproduce, store, distribute, print, display, perform, publish or create any derivative works from any part of this website; or
      • commercialise any information, products or services obtained from any part of this website, without our prior written permission, which may be granted or withheld at our absolute discretion.
  8. RESTRICTED USE
    1. Unless we agree otherwise in writing, you are provided with access to this website only for your personal use. You are authorised to print a copy of any information contained on this website for your personal use (unless such printing is expressly prohibited). Without limiting the foregoing, you may not without our prior written permission (which may be granted or withheld at our absolute discretion) on sales information obtained from this website.
  9. THIRD PARTY WEBSITES
    1. This website may contain links to other websites (“third party websites”). The links are provided for convenience only and may not remain current or be maintained.
    2. We are not responsible for the content or privacy practices associated with third party websites.
    3. Our links with third party websites should not be construed as an endorsement, approval or recommendation by us of the owners or operators of the third party websites, or of any information, graphics, materials, products or services referred to or contained on the third party websites, unless and to the extent stipulated to the contrary.
  10. PRIVACY POLICY
    1. We undertake to comply with the terms of our privacy policy which is set out here.
  11. SECURITY OF INFORMATION
    1. Whilst we use our reasonable endeavours to protect the security of transmission of information over the Internet, we do not guarantee or warrant that any transmission of any data over the Internet as totally secure. Accordingly, any information which you transmit to us is transmitted at your own risk. Once we receive your transmission, we will take reasonable steps to preserve the security of such information.
  12. TERMINATION OF ACCESS
    1. We may terminate your access to our website at any time without notice. Our disclaimer will survive the termination of access.
  13. GOVERNING LAW
    1. These terms and conditions are governed by the laws in force in Malaysia.

Thermomix® – Terms and Conditions of Purchase

Full Payment

Thermomix® Malaysia | True Mix Sdn Bhd, extends various payment options to customers (Client or You). For Visa or MasterCard credit card payments, the interest-free instalment plans are subjected to final bank approvals. The payment calculations may be explained by your Thermomix® Advisor.

Cancellation & Refund Notice

In general, goods purchased are not refundable. However, Management may approve some form of refund or cancellation on selected basis. A cancellation administrative fee of RM250 is applicable to any cancellation regardless of payment modes.

Delivery

Delivery can be arranged to Malaysian local addresses within 5 working days after receipt of payment. Thermomix® Malaysia | True Mix Sdn Bhd reserves the right to charge freight on all deliveries. This fee will be made known to you at the time of placing your order. No deliveries will be made while payment is outstanding.

Your Privacy

Thermomix® Malaysia | True Mix Sdn Bhd collects, holds and uses information subject to its privacy and credit reporting policies (https://Thermomix®.com.my/privacy-policy/). Thermomix® Malaysia | True Mix Sdn Bhd may collect information from third parties (such as Independent Thermomix® Advisors). Not providing information may mean Thermomix® Malaysia | True Mix Sdn Bhd cannot provide its products and/or services. By providing information, you agree that Thermomix® Malaysia | True Mix Sdn Bhd may use the information to directly market to you (unless you opt out). Information may be disclosed to recipients in Malaysia, Switzerland, other European countries and the USA.

Becoming a Thermomix® Advisor

We know that the best customers often make the best Thermomix® Advisors! As a Thermomix® Advisor, you will receive generous commission on the sale of each machine, ongoing training support, the opportunity to meet new people and the chance to expand your culinary skills!

If you would like to share your enjoyment of cooking with the Thermomix® with others, ask your Thermomix® Advisor about starting your own Thermomix® business.

Thermomix® Warranty

Thermomix® Malaysia | True Mix Sdn Bhd provides the following warranty on the Thermomix® – The Thermomix® supplied with the Thermomix® at the time of purchase carry a 24 month warranty against faulty parts and workmanship when used in a domestic environment and a 12 month warranty against faulty parts and workmanship when used in a commercial environment. The warranty excludes normal wear and tear on mixing knife, cover plate, and other consumable parts such as Varoma, spatula, simmering basket, butterfly whisk, splash guard, blade cover, etc. The warranty commences from the date of dispatch from Thermomix® Malaysia | True Mix Sdn Bhd. Within this period, Thermomix® Malaysia | True Mix Sdn Bhd. will repair or replace, at its option, defective parts at no charge (under Warranty). This Warranty only applies if the Thermomix® is used and cared for in accordance with the guidelines set out in the manufacturer’s instruction manual provided at the time of purchase.

This Warranty is not valid if repairs had previously been undertaken by anyone other than an authorised Thermomix® Malaysia | True Mix Sdn Bhd service technician (Service Technician) or if the fault has been caused by misuse, negligence or alterations to the Thermomix® by anyone other than a Service Technician.

The instruction manual provides remedies for common malfunctions. Please consult your manual first should a minor malfunction occur. In all other situations, in the first instance please contact your independent Thermomix® Advisor or alternatively Thermomix® Malaysia | True Mix Sdn Bhd. on the hotline 603-7804 9326 or via emailing enquiry@thermomix.com.my. Your concerns will then be assessed for appropriate action to be decided by Thermomix® Malaysia | True Mix Sdn Bhd.

* Thermomix® Malaysia | True Mix Sdn Bhd reserves the right to change the price of the Thermomix® and its components and accessories without notice.

Thermomix® Malaysia | True Mix Sdn Bhd

Purchase Terms and Conditions

These are the terms and conditions that apply when you purchase products from Thermomix® Malaysia | True Mix Sdn Bhd.

“Thermomix® Malaysia” (“we”, “us” or “our”) from our online shop.

For information relating to the cancellation of transactions entered into through an ‘in-home Cooking Experience please click here or contact the independent Advisor specified in your Order Form and Tax Invoice

  1. MALAYSIA SALES ONLY
    1. We only sell and ship products within Malaysia
  2. PRICING
    1. Our displayed product prices are in Malaysia Ringgit and include GST, unless otherwise indicated.
    2. Our displayed prices exclude freight and handling charges which will be added to the total price for your order.
    3. Our displayed prices may change from time to time.
  3. PRODUCT DESCRIPTIONS
    1. We update our online shop regularly. We will do our best to ensure, but cannot promise, that the information displayed on our online shop will always be correct.
    2. Our online shop includes images for illustrative purposes, but we cannot promise that any image will always reflect or portray the full design or options relating to that product.
  4. PLACING YOUR ORDER
    1. You must be at least twenty-one years of age to place an order on this online shop.
    2. You may place your order by clicking on the ‘Add to Cartʼ button alongside the products of your choosing on this online shop. Once your selected products are in your virtual ‘shopping cartʼ, click on the ‘Check Outʼ link and follow the on-screen prompts to complete your purchase. When you place your order and payment is received, we will issue you with an email confirmation of your order details. A valid email address is required when ordering through our online shop.
    3. By placing an order, you make an order to us to purchase the products you have selected based on these terms.
    4. We will notify you that your order is being processed by sending you an ‘Order Confirmationʼ or ‘Tax Invoiceʼ indicating that the products have been fully paid by email. However, we do not formally accept your order until your order has cleared the payment gateways and banks.
    5. If we cannot process or accept your order after payment is received we will contact you by email or telephone.
  5. PAYMENT METHODS AND PROCESSING
    1. We currently accept Visa, Mastercard, and full credit card payment
    2. We process credit card payments after you place an order in accordance with clause 4.
    3. For security reasons we reserve the right to decline any credit cards issued by banks outside of Malaysia
  6. DELIVERY
    1. Delivery costs will be displayed either as you proceed to add products or after you have entered your postcode at the checkout.
    2. Delivery prices may change from time to time. Delivery costs are influenced by the size and weight of the products and your location. Delivery times are estimated to be processed within 7 business days.
    3. We will endeavour to process all orders on this online shop within seven working days, however due to circumstances out of our control this may not occur. If there are any unforeseen delays, you will be contacted.
    4. Orders will be shipped to you by our local delivery partners
    5. All risk of loss or damage to the goods passes to you when we dispatch the products.
  7. CONSUMER WARRANTY
    1. Our products come with 2 year consumer use warranty and 1 year commercial use warranty. Please ensure that you open your parcel and check all products are included and are undamaged. If you believe that the products were damaged in transit or are faulty, please contact us as soon as possible. We do not offer refunds if you simply change your mind. The consumer warranty may not apply if the products are damaged by abnormal use.
  8. PRIVACY POLICY
    1. We undertake to comply with the terms of our privacy policy which is set out here.
  9. SECURITY OF INFORMATION
    1. Whilst we use our reasonable endeavours to protect the security of transmission of information over the Internet, we do not guarantee or warrant that any transmission of any data over the Internet as totally secure. Accordingly, any information which you transmit to us is transmitted at your own risk. Once we receive your transmission, we will take reasonable steps to preserve the security of such information.
  10. 10 GENERAL
    1. If any part of these terms are found to be void, unlawful, or unenforceable then that part will be deemed to be severable from the balance of the terms and the severed part will not affect the validity and enforceability of any remaining provisions.
    2. These terms will be governed by and interpreted in accordance with the laws of Malaysia.
    3. You agree to the jurisdiction of the courts of Malaysia to determine any dispute arising out of these terms.
  11. 11 REGISTRATION FOR SHOPPING REQUIRED
    1. Registration is required prior to submitting an order through this online shop. Registration is not completed until you have submitted the registration form and we have confirmed registration by confirming your login information with you. All information supplied by you upon registration must be true, complete and accurate information (“User Data”). You must maintain and promptly update your User Data as appropriate from time to time.
    2. We will use your email address as your user name and therefore when registering as a user, you must provide a genuine email address. You must not impersonate another living person or Registered User.
    3. We may refuse your registration where we consider your suggested user name or passwords to be inappropriate. Grounds for refusal may include, but are not limited to, offensive content, obscenity, abuse, defamatory content, contempt, incitement, copyright infringement, brand names or registered trademarks, company or organisation names, names of high-profile or public figures or names promoting political, religious, social or economic groups or issues.
    4. Registered Users may not use membership for business or commercial purposes.
    5. We reserve the right to refuse suggested usernames at our sole discretion and do not have to provide any reasons for such refusal.
    6. Without limiting any other provision of these terms, if you provide any information that is untrue, inaccurate, or incomplete, or we have reasonable grounds to suspect that such is the case, we reserve the right to suspend or terminate your user account and to refuse any and all current or future use of this online shop (or any portion thereof).
    7. You agree not to assign, transfer or sublicense your rights as a Registered User of this online shop. You further agree not to register more than one account, create an account on behalf of someone else, or create a false or misleading identity on this online shop.
    8. You agree to keep the User Data confidential. You understand and agree that you are fully responsible for all actions and submissions made from your account. If you become aware of any unauthorised use of your account, you should notify us immediately (Email:[enquiry@thermomix .com.my]).

Thermomix® Events

Terms and Conditions

By booking an Event via Thermomix® Malaysia | True Mix Sdn Bhd (referred to as ‘weʼ, ‘usʼ or ‘ourʼ) Online Store, you (‘the Participantʼ) acknowledge that you have read and accepted the following terms and conditions (‘Terms and Conditionsʼ)

  1. DEFINITIONS
    1. ‘Event’ means activities held by us including:
      • Virtual/Studio/Hands on Cooking Classes; and
      • Demonstration and Seminar Cooking Classes;
    2. Dining experience held at various locations.
  1. AGE RESTRICTIONS FOR THERMOMIX® EVENTS
    1. Due to occupational health and safety factors, our Studio/Hands on Cooking Classes are only suitable for Participants aged 18 years and over unless it is specifically stated that the class is suitable for children in the event description of the class on the website.
    2. Our Demonstration and Seminar Cooking Classes are suitable for all ages however, children under the age of 12 years must be accompanied by an adult.
  1. ACCEPTANCE OF RISK – THERMOMIX® EVENTS
    1. As a participant in one of our events, you understand and accept the inherent risks in the preparation and cooking of food at a cooking event.
    2. By attending an event, you agree, to the extent permitted by law, to release, indemnify and hold harmless Thermomix® Malaysia |True Mix Sdn Bhd, and its officers, employees, agents, Advisors, licensors, partners and affiliates from liability for any or all damage, loss, costs, expenses, harm and/or injury that may result from, or occur in connection with:
      • your use of or connection to this site;
      • your attendance and/or participation at an Event;
      • any material or information that you submit, post, transmit or otherwise make available through this site; and
      • your negligence or misconduct, breach of these Terms and Conditions or violation of any law or the rights of any person.
  1. PRICES
    1. Unless otherwise expressly stated, all amounts payable through our online store are in Malaysia Ringgit and inclusive of GST. For these purposes, the term “GST” has the meaning given to it in the Malaysia Goods and Services Tax Act.
    2. We reserve the right to change the prices for goods and services in our Online Store at any time before you place an order.
  1. ORDERS AND CONFIRMATION OF BOOKING
    1. Order constitutes offer
      1. By placing an order through the Online Store, you make an irrevocable offer to us to purchase the services that you have selected pursuant to these Terms and Conditions. Information contained in this site constitutes an invitation to treat only. No information in this site constitutes an offer by us to supply any services to you – however, we will endeavour to supply your selected services to you.
      2. We will not commence processing any order made through the Online Store unless and until:
        • payment for the order has been received by us in full; and
        • the order has passed our internal validation procedures, which are undertaken in order to verify the bona fides of each order for the purpose of preventing credit card and other fraud.
      3. We reserve the right at our discretion to:
        • at any time prior to your order being accepted in accordance with these Terms and Conditions, cancel all or part of your order; and
        • at any time:
          • – refuse to provide services to you;
          • –terminate your access to this site; and/or
          • – remove or edit any content on this site.
    2. Confirmation of Booking
      1. We will notify you of the acceptance of your order and confirmation of your booking when we send you a confirmation email.
  1. PAYMENT METHODS AND POLICY
    1. Payment for orders placed through the Online Store may be made by credit card (Visa & Mastercard) processed online.
    2. You acknowledge that, to the best of your knowledge and belief, the information provided in the Sales Order Form is correct and complete.
    3. Credit and debit card payments
      • Only VISA/MasterCard are accepted
      • Please note that we may be unable to accept credit cards issued by banks outside of Malaysia in some cases.
    4. Security
      • While our payment processing and website hosting providers employ secure technology for transactions with our customers, we will not be responsible for any damages, including consequential losses (whether direct or indirect), that may be suffered by a customer whose credit or debit card or bank account information is used in a fraudulent or unauthorised manner by any person other than us.
      • We may request further information from you, such as a copy of your credit card and/or other identification documentation, as part of our internal validation procedures. These procedures help protect bank and credit card account holders from online fraud. Until your order has passed our internal fraud prevention checks, your order will remain on pending status. If further information is requested and you do not provide the requested information within such time as we consider appropriate at our discretion, your order will be cancelled and, if your payment has been received, it will be refunded back to you.
  1. REFUNDS
    1. Except as otherwise expressly provided in these Terms and Conditions or as required by law, all amounts paid through this site are non-refundable.
  1. FOOD ALLERGIES AND DIETARY REQUIREMENTS
    1. Please make our staff are aware of any food allergies or dietary requirements you have at the Cooking Class or Event so we can advise you about which foods you should not consume.
  1. GENERAL TERMS AND CONDITIONS
    1. Entry into an Event
      1. To ensure entry into the Event, please:
        • bring the confirmation email to the venue as proof of purchase;
        • arrive at least 15 minutes prior to the course commencement time.
      2. Please note that Participants who arrive more than 15 minutes late may be refused entry into the Event
    2. Dress code
      • Due to occupational health and safety reasons and the comfort of Participants it is a requirement that closed flat shoes are worn to the Events.
    3. Photographs of you
      • From time to time, we may take photographs and short videos for marketing purposes. Please advise a staff member if you do not consent to the use of your image or voice for such purposes.
    4. Requests to leave
      • We reserve the right to require any Participant to leave at any time during the Cooking Class or Event if our staff believe that the Participant is intoxicated, disruptive, offensive to others, dangerous, reckless and /or harmful in any way.
    5. Loss and damage
      • To the extent permitted by law, we are not responsible for the loss or damage of personal items prior to, during or after an Event.
      • As a Participant, you may be held financially responsible for any damage to or loss of property caused by you while on the premises.
  1. VIOLATIONS OF THESE TERMS AND CONDITIONS
    1. Without limiting any other remedies available to us at law or in equity, we reserve the right to, without notice, temporarily or indefinitely refuse to provide services to you if:
      • you breach any provision of these Terms and Conditions;
      • we are unable to verify or authenticate any information that you provide to us; or
      • we believe that your actions may cause damage and/or legal liability, to us, any of our customers or suppliers or any other person.
  1. DISCLAIMER
    1. General
      1. This Online Store is provided strictly on an “as is” basis. To the maximum extent permitted by law, we and our officers, employees, agents, Advisors, licensors, partners and affiliates make no representation, warranty or guarantee as to the reliability, timeliness, quality, suitability, truth, availability, accuracy or completeness of the Online Store or any of its content, and in particular do not represent, warrant or guarantee that:
        • the use of this site will be secure, timely, uninterrupted or error-free or operate in combination with any other hardware, software, system or data;
        • this site will meet your requirements or expectations;
        • anything on this site, or on any third-party website referred or linked to in this site, is reliable, accurate, complete or up-to-date;
        • the quality of any services, information or other material purchased or obtained through this site will meet any particular requirements or expectations;
        • errors or defects will be corrected; or
        • this site or the servers that make it available are free of viruses or other harmful components.
    2. Variations to these Terms and Conditions
      1. We reserve the right to amend these Terms and Conditions and any other policy on this site at any time in our sole discretion and any such changes will, unless otherwise noted, be effective immediately.
      2. Your continued usage of this site will mean you accept those amendments. We reserve the right, without notice and at our sole discretion, to change, suspend, discontinue or impose limits on any aspect or content of this site or the services offered through this site.
      3. You may only vary or amend these Terms and Conditions by written agreement with us.

Please direct any questions regarding our terms and conditions to: Customer Service on +60 3-7804 9326 or by emailing us at enquiry@thermomix.com.my