Refund Policy

This Refund Policy covers orders of 0spike placed through our online store. Orders in Malaysia are sold by A1C SDN. BHD. [202501051906 (1653313-T)], of A-3-3, Plaza Bukit Jalil (Aurora Place), No.1, Persiaran Jalil 1, Bandar Bukit Jalil, 57000 Kuala Lumpur, Malaysia; orders in Indonesia are sold or fulfilled by PT Metabolik Sehat Indonesia ("0spike", "we", "us").

1. The short version

Cancel a pre-order any time before it ships and get all your money back. After delivery, you have 14 days to return unopened boxes, and on your first founding-batch order, 28 days to tell us the taste is not for you. To refund a pack that came with founding bonuses, the CGM sensor must still be sealed and the A1C Insights code unredeemed. We update you on production at least every two weeks, and if we have not delivered within six months of your payment you can ask for all your money back. Damaged or wrong items are replaced or refunded at our cost. Refunds go back to your original payment method within 14 business days.

2. Cancelling a pre-order

You can cancel a pre-order at any time before it ships for a full refund of everything you paid, including shipping. Email care@0spike.com with your order number. Once an order has shipped, it can no longer be cancelled, but the returns and guarantee terms below apply.

3. 28-day taste guarantee (founding batch)

If your first founding-batch order does not taste right to you, tell us within 28 days of delivery and we will refund one box, even if you have opened and used it. This guarantee applies once per customer, to the first box of your first order.

4. Refunds on the founding bonuses

The Founding Member and Household packs include a complimentary A1C CGM sensor and a period of A1C Insights. If you ask for a refund on one of those packs, the bonuses must still be unused. In practice that means:

• the CGM sensor is still sealed in its unopened packaging, shown to us in a photo; and
• the A1C Insights code has not been redeemed.

If a bonus has been used, we refund the pack minus the value of what was used, at the values shown on the product page. 0spike boxes themselves are covered by the taste guarantee and the returns section below.

5. Keeping you posted, and what happens if we cannot deliver

While the founding batch is in production we email every pre-order customer a progress update at least once every two weeks, so you always know where your order stands.

If we have not delivered your founding order within six months of your payment, you can ask for a full refund of everything you paid, and we will pay it without requiring a reason. You are free to keep waiting instead if you prefer; the choice is yours.

6. What can and cannot be returned

The CGM sensor can be returned while it is sealed and unused, under the returns terms below.

0spike boxes and A1C Insights cannot be returned. 0spike is a food, so an opened box cannot be resold, and A1C Insights is delivered as a code that is redeemed on activation. Both are still covered by the taste guarantee in section 3 and by the damaged, wrong, or missing items terms in section 8.

Unopened 0spike boxes carry a shelf life of two years from filling, and the date is printed on every box.

7. Returns after delivery

Beyond the taste guarantee, you may return boxes within 14 days of delivery if they are unopened, sealed, and in resalable condition, with proof of purchase. 0spike is a food product, so opened boxes cannot be returned except under the taste guarantee or when the product arrived damaged or wrong.

8. Damaged, wrong, or missing items

If your order arrives damaged, incorrect, or incomplete, email us within 7 days of delivery with your order number and photos of what you received. We will replace the item or refund it, including any shipping you paid, at our cost.

9. How to request a cancellation, return, or refund

Email care@0spike.com with your order number and, for returns or damage claims, photos where relevant. We respond within 2 business days. For returns, we will confirm the return address before you send anything; please do not ship a return unannounced.

10. Refund method and timing

Approved refunds go to the original payment method within 14 business days of approval. Your bank or card issuer may take additional time to post the credit. Refunds are made in the currency you were charged; we are not responsible for exchange-rate differences or bank fees outside our control.

11. Return shipping

For change-of-mind returns under section 7, you pay the return shipping. When the return is our fault (damaged, wrong, or missing items), we pay it.

12. Your statutory rights

Nothing in this Policy limits rights you have under applicable consumer-protection law, including Malaysia's Consumer Protection Act 1999 and the consumer laws of Indonesia and Singapore. Where those laws give you more than this Policy does, the law wins.

13. Changes to this policy

We may update this Refund Policy from time to time. The "last updated" date above shows when it last changed. The version in force when you placed your order applies to that order.

14. Contact

Questions about an order or this Policy? Email us at care@0spike.com.