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Return & Refund Policy

This policy sets out the shipping policy that applies to customers that make a purchase at htmpharmacy.my. If you have any questions, please contact our customer service team on +60 14-365 8011 or email us at [email protected].

Customer service is currently available from 9am-6pm (Monday – Saturday).

Shipping Options & Delivery Costs

We offer the following shipping options:
- Self Pick Up (Pick one of the outlets during checkout, the parcel will be dispatched to the particular outlet according to our driver schedule. This option is not recommended if you need an urgent delivery)
- Grab Express (Within Ipoh area only)
- Courier Delivery (Poslaju/Citylink - West Malaysia; ABX – East Malaysia)
FREE Delivery for orders above RM120 (within 10kg), limited to West Malaysia addresses only.

Order Processing Time

All orders placed before 2pm from Monday to Friday are processed and dispatched the same day whereas the orders placed after 2pm will be dispatched on the next day. All orders placed during the weekend or on a public holiday will be sent out from our warehouse on the next working day. Please note that this may take longer during special sales period eg. CNY sales, double eleven, etc.

Delivery Address

Please note that we are unable to modify the delivery address once you have placed your order. Your order will be processed and dispatched from our warehouse.

International Orders

Your package may be subject to import duties and taxes. You, as the customer, are responsible for paying those fees. We recommend that you check with your local customs office before placing an order on our website as these fees can sometimes be significant and we are unable to calculate these for you.

Tracking Your Order

Once your order has been dispatched, we will send you a confirmation email with tracking information. You will be able to track your package directly on the carrier’s website.

Returns, Refunds, and Exchanges

We want you to be completely happy with your purchase - please read our return & refund policy for detailed information about our processes.

 

Return & Refund Policy
We encourage our customers to try the product on the same day of received. If our products arrived damaged, rotten or contaminated in any way, please contact us right away and we will be happy to send a replacement regardless of its expiration date.  If you have any additional questions or would like to request a refund or return, feel free to contact us.
1. For damaged items upon received, please return it to the following address:
    3, Persiaran Kilang, Kawasan Perindustrian Jelapang, 30100 Ipoh, Perak.
2. Exchange of Products can be arranged under the following reasons:
    a. If the products delivered is in damaged or defective condition; or
    b. If the products is near expiry or expired; or
    c. If the product is different from the Order delivered.
    Products for exchange shall be returned in its original condition, quantity and packaging as it first delivered to customer together with proof of purchase.
3. Exchange of Products can only be for the following:
    a. Products have to be exchange with the same product.
    b. Products have to be of the same brand.
    c. Products have to be of the same quantity & volume size.
4. The following situations will not provide any Returns & Refund guarantee by sellers:
    - An item you claim is not as described, but the seller can prove that it is.
    - Items are as described, but you no longer want them.
    - Goods which have been taken out of their original packaging cannot be sold again by the seller and can therefore not be returned.
    - Goods not returned in the exact same packaging as in which they were received, including accessories, manuals, invoices, tags, etc.
    - Goods which show signs of being used, customized, carved, changed, washed, worn, damaged or had tags removed from, will not be accepted for returns.
    - Goods that have been used, customized, carved, changed, washed, worn, damaged or had tags removed from, will not be taken back by the seller.
    - Goods that have been damaged due to mishandling or opening the parcel by using scissors, penknife and dirt from dirty hand.
    - Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
    - Your order did not arrive due to exceptional circumstances outside the seller’s control (i.e. not cleared by customs, delayed by a natural disaster)
    - Other exceptional circumstances outside the control of Seller

 

Order Cancellation

HTM Pharmacy reserves any right to cancel the order/s if the product is not available for any reasons. We will notify shopper if that is the case and return any payment that shopper have made. Refund will be credited into your shopper credit card or bank account depending on the period of time shopper financial institution required to arrange for the refund.

 

Shoppers are not allowed to cancel the order once an order confirmation email is issued and/or the parcel has been collected by courier rider. 

 

For more, kindly contact our customer service at +60103708011.
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