This Return, Refund and Exchange Policy applies to all purchases made from HOLISTIC WISE SDN. BHD. [202401043735 (1589581-T)] (“the Company”, “We”, “Us” or “Our”).
We take reasonable care to ensure that all food, snacks, chocolates, confectionery and grocery products are checked and properly packed before delivery. If there is an issue with your order, you may submit a return, refund or exchange request according to the conditions below.
Eligibility for Returns, Refunds and Exchanges
Products sold are generally not returnable, refundable or exchangeable unless:
- The Company delivered the wrong product.
- The product received does not match the specifications, description or information advertised on our website.
- The product arrived damaged, defective, spoiled or expired.
- The product’s packaging was seriously damaged or opened before delivery.
- Products or essential items were missing from the order.
- The delivery exceeded the period stated in our Shipping Policy.
All requests must be submitted within 30 days from the date of delivery. Requests received after this period may not be accepted.
Required Evidence
Customers must provide sufficient evidence to support a request, including:
- A valid order number or proof of purchase.
- Clear photographs showing the product and reported issue.
- A clear and continuous unboxing video showing the unopened parcel, shipping label, packaging and products received.
- Clear photographs showing the product’s expiry date, batch number or damaged packaging, where applicable.
- Any additional information or supporting documents reasonably requested by the Company.
Requests submitted without sufficient evidence may be rejected.
Condition of Returned Products
To qualify for a return, refund or exchange, the product must:
- Remain unopened, unused and unconsumed.
- Be returned in its original condition and packaging.
- Retain all original labels, seals, batch numbers and expiry-date information.
- Include all complimentary items or bundled products.
- Be stored appropriately after delivery.
- Not have been damaged or contaminated after delivery.
For food safety and hygiene reasons, products that have been opened, consumed or improperly stored cannot be returned unless the issue existed at the time of delivery and is supported by sufficient evidence.
Non-Eligible Products and Requests
Returns, refunds or exchanges will not be accepted for:
- Change-of-mind purchases.
- Products ordered incorrectly by the customer.
- Dislike of the product’s taste, smell, texture or personal preference.
- Products that have been opened, consumed or partially consumed.
- Products damaged through improper storage or handling.
- Products exposed to excessive heat, moisture, sunlight or unsuitable conditions after delivery.
- Products without their original packaging, labels, seals or expiry-date information.
- Minor packaging or colour differences that do not affect the safety or quality of the product.
- Products damaged after successful delivery.
- Clearance, promotional or specially ordered products, unless they arrived damaged, defective, expired or incorrect.
- Requests submitted without sufficient evidence.
Return Application Process
Before returning any product, customers must contact us at holistic-w@outlook.com and provide:
- Their full name and contact information.
- The relevant order number.
- A description of the issue.
- Clear photographs and video evidence.
- Any additional supporting information requested by the Company.
Customers must wait for our approval and return instructions before sending the product. Products returned without prior approval may not be accepted.
Inspection and Assessment
After receiving the returned product, we will inspect its condition, packaging, seals, labels, batch number and expiry date.
Submission of a request does not automatically guarantee approval. A refund or exchange will only be provided after the Company has verified that the request satisfies this Policy.
Refunds
If a refund is approved, it will be processed through the original payment method whenever possible.
The time required for the amount to appear in the customer’s account may vary depending on the bank, payment gateway or financial institution.
Administrative charges and other non-refundable fees will not be included unless the issue resulted from an error by the Company.
Exchanges
Approved exchanges are subject to product availability. If the same product is unavailable, we may offer:
- A suitable replacement product.
- An alternative product of similar value.
- Store credit.
- A refund of the approved amount.
If a customer selects a replacement product with a higher price, the customer must pay the difference.
Damaged, Spoiled or Incorrect Products
Customers should inspect all products immediately after delivery.
If a product arrives damaged, spoiled, expired, incomplete or incorrect, customers should not open or consume it. The original packaging, shipping label, product labels and all supporting evidence must be retained until the request has been reviewed.
Cancellation Policy
Orders may only be cancelled within 12 hours from the time of purchase, provided the order has not been processed, packed or shipped.
Once an order has been processed or dispatched, it cannot be cancelled. The Company may cancel an order due to product unavailability, incorrect pricing, payment verification issues, suspected fraud or other reasonable operational circumstances.
Right to Reject a Request
The Company reserves the right to reject a request if:
- It is submitted after the applicable period.
- Sufficient evidence is not provided.
- The product has been opened or consumed.
- The product was improperly stored or handled after delivery.
- The reported issue cannot be verified.
- The request is fraudulent, misleading or abusive.
- The request does not comply with this Policy.
Contact Us
For return, refund, exchange or cancellation enquiries, please contact:
HOLISTIC WISE SDN. BHD.
Registration No.: 202401043735 (1589581-T)
Email: holistic-w@outlook.com