Returns and Refunds
Draft for review: please confirm or replace every highlighted item. This is not legal advice.
We want you to be happy with your Pharmacian order. Skincare is a personal-care product, so for hygiene reasons we can only accept some returns. This page explains when you can return an item and how refunds work.
What we can accept
- Damaged, faulty or wrong items: tell us within 3 days of receiving them, with photos. Once we have received and checked the item, we will send a replacement. If a replacement is not available, or the law requires a refund, we will provide another suitable remedy.
- Change of mind: you can return an item within 7 days of delivery if it is sealed, unopened, unused and in its original condition.
We cannot accept change-of-mind returns of opened or used products. This does not apply to items that are faulty, or where you have a right to a remedy under Malaysian law.
How to request a return
- Contact us on WhatsApp (+60 11-2417 5856) or by email ([email protected]) within the time limit above.
- Include your order number, the item and the reason, with photos if the item is damaged or wrong.
- We will reply with the next steps and the return address if a return is needed. Please do not send items back before we confirm.
Return shipping
- Change of mind: you pay the original delivery fee and the cost of sending the item back.
- Damaged, faulty or wrong items: we pay the shipping costs.
Refunds
Once we have received and checked the returned item, we will confirm your refund. Refunds are made to your original payment method. We aim to process approved refunds within 3–5 working days; your bank or card issuer may take longer to show the amount. For change-of-mind returns, the original delivery fee is not refunded. If the problem was ours, or the law requires it, we refund it too.
Exchanges
We don’t offer exchanges for a change of preference. We replace items that arrive damaged, faulty or incorrect.
Your rights
This policy does not affect your rights under Malaysian consumer law, including the Consumer Protection Act 1999. [Wording for Harry’s legal adviser to confirm.]