This policy sets out the shipping, delivery, return, refund, and exchange terms applicable to customers who make a purchase at htmpharmacy.my.
If you have any questions, please contact our Customer Service team at: +6016-859 8011 [email protected]
Customer Service Hours: 9:00 AM – 6:00 PM (Monday to Saturday)
Delivery Costs
Free Shipping Promotion
Free shipping applies to orders with a minimum spend of RM99.
West Malaysia:
Parcels weighing 1–3kg qualify for free shipping.
Orders above 3kg will receive a RM6 deduction from the applicable delivery charges.
East Malaysia:
Orders with a minimum spend of RM99 will receive RM6 off the delivery charges.
Any remaining shipping fees are payable by the customer.
HTM Pharmacy reserves the right to amend or discontinue this promotion at any time without prior notice.
Order Processing Time
Orders placed before 3:00 PM (Monday–Saturday) will be processed and dispatched on the same day.
Orders placed after 3:00 PM will be dispatched on the next working day.
Orders placed on Sundays or public holidays will be dispatched on the next working day.
Please note that processing and delivery may take longer during peak periods or special sales events (e.g. CNY, Double 11, etc.).
Delivery Address
Please ensure that the delivery address provided is accurate and complete. Once an order has been placed, delivery addresses cannot be modified.
International Orders
International shipments may be subject to import duties, taxes, or customs fees imposed by the destination country. These charges are the responsibility of the customer.
We recommend checking with your local customs office prior to placing an order, as these fees may be significant and cannot be calculated by us in advance.
Tracking Your Order
Once your order has been dispatched, a confirmation email containing tracking information will be sent to you. You may track your parcel directly via the courier’s website.
Returns, Refunds & Exchanges
We want you to be completely satisfied with your purchase. Please read the following carefully.
Important Notes
Customers are encouraged to check and try the product on the same day of receipt.
If products arrive damaged, rotten, contaminated, or incorrect, please contact us immediately. We will arrange a replacement regardless of the product’s expiration date.
Claims for lost or damaged parcels must be reported within five (5) days from the delivery date. Claims submitted after this period will not be processed.
Approved returns must be sent back within ten (10) days from the delivery date.
For any return, exchange, or refund enquiries, please contact our Customer Service team.
1. Return Address (for Damaged Items Upon Receipt)
Please return the item(s) to the following address:
3, Persiaran Kilang Kawasan Perindustrian Jelapang 30100 Ipoh, Perak
2. Product Exchange Eligibility
Exchanges may be arranged under the following circumstances only:
a. The product delivered is damaged or defective; b. The product is near expiry or expired; or c. The product delivered is different from the order placed.
Courier Fee Responsibility
Courier fees will be borne by the company if the exchange is due to any of the reasons stated above.
Products for exchange must be returned in their original condition, quantity, and packaging, together with proof of purchase.
3. Conditions for Product Exchange
All exchanges are strictly limited to:
The same product only;
The same brand;
The same quantity and volume size.
4. Situations Not Eligible for Return, Refund, or Exchange
Returns, refunds, or exchanges will not be provided under the following circumstances:
Items claimed to be “not as described” where the seller can prove they are accurately described.
Items that are correctly delivered but are no longer wanted by the customer.
Goods that have been removed from their original packaging and cannot be resold.
Goods not returned in the original packaging, including accessories, manuals, invoices, tags, etc.
Goods showing signs of use, customization, alteration, washing, wear, damage, or missing tags.
Goods damaged due to mishandling, improper opening (e.g. scissors or penknives), or unclean handling.
Orders that fail to arrive due to customer-related errors (e.g. incorrect delivery address).
Orders delayed or undelivered due to circumstances beyond the seller’s control (e.g. customs delays, natural disasters, courier disruptions).
Any other exceptional circumstances beyond reasonable control.
Order Cancellation
HTM Pharmacy reserves the right to cancel any order if a product is unavailable for any reason. Customers will be notified, and any payment made will be refunded accordingly.
Refunds will be credited back to the customer’s original payment method (credit card or bank account), subject to the processing time required by the respective financial institution.
Once an order confirmation email has been issued and/or the parcel has been collected by the courier, order cancellation is not allowed.
This policy is subject to change without prior notice and is governed by applicable laws and regulations.
For further assistance, please contact our Customer Service team at +6016-859 8011.
