Return & Refund
Return & Refund
This policy governs the process of returns and refunds for online deliveries conducted by Pure Medisciences (M) Sdn Bhd.
If there are any disparities in the delivered products and a customer wishes to initiate a return and refund, it is essential to promptly inform our Customer Service via email at [email protected] within a period of 3-5 working days from the receipt of the goods.
- Products are eligible for return or refund under the following conditions:
- Receipt of products in a damaged or defective state.
- Products with an expiration date of less than 6 months or products that have already expired.
- Mismatch between the delivered product and the customer’s original order.
- If the product has caused any discomfort, substantiated by a letter from a doctor/pharmacist indicating that PureMed’s product is the cause of the discomfort.
- For a return or refund to be processed, the products must be returned in their original condition. Additionally, valid proof of purchase must accompany the returned products.
- Once a Return/Refund request is confirmed, customers are expected to utilize the consignment note provided by our customer service when sending back the product.
- Please take note that purchases of special promotion or with specified expiry dates are not eligible for refunds or exchanges.
- It is important to note that products with consumption of less than 50% are not eligible for return.
Customers assume responsibility for the condition and risk of the product until it is successfully received by Pure Medisciences (M) Sdn Bhd. We emphasize that PureMed will not be held accountable for any loss or damage that may occur prior to our receipt of the returned product. To ensure protection against any potential loss or damage to the product or its original packaging, customers are advised to take proper packaging precautions.
It is important to understand that submitting a product for return does not automatically guarantee a refund. Each returned product will undergo a thorough inspection. If the conditions outlined in point no. 3 of this return and refund policy are met, a refund will be initiated. This refund will include reimbursement for the courier charges the customer incurred while sending the product back to us. Customers seeking a refund must furnish the courier payment slip.
Refunds will be processed back to the customer’s debit card or credit card within a timeframe of 14 to 30 working days. The exact duration of the refund process is subject to the refund policy of the relevant bank.
To facilitate an exchange, please get in touch with our Customer Service via email at [email protected], providing your order number and details about the affected item within 3 days of receiving your goods.
Exchanges for products can be arranged based on the following conditions:
- If the delivered products are damaged or in a defective condition.
- If the products have an expiry date of less than 6 months or have already expired.
- If the product received differs from the originally placed order.
For a product exchange to be processed, the following criteria must be met:
- The product to be exchanged must be in its original condition, quantity, and packaging, just as it was initially delivered to the customer.
- A valid proof of purchase must be provided.
Please note that the exchange of products is limited to the following conditions:
- The exchanged product must be of the same type.
- The exchanged product must be from the same brand.
- The exchanged product must be of the same quantity and volume size.
Upon reaching out to [email protected], you will be furnished with the necessary shipping details for the exchange process.
Feel free to contact us with any inquiries or to initiate the exchange process. We are here to ensure your satisfaction with our products and services.