SHIPPING, CANCELLATION, AND REFUND POLICY


CANCELLATION PRIOR TO SHIPMENT

If you cancel your order(s) before it ships from our warehouse, you will not be charged any additional fees. Once the order has been processed, cancellations cannot be accommodated.

To cancel your order, please contact our customer support team immediately at dm.my@herbion.com to verify the shipment status. Kindly include your order number and reason for cancellation in your message.

We reserve the right to reject any cancellation requests that are deemed unfit or unreasonable.



RETURN POLICY

To initiate a return, please contact us at dm.my@herbion.com. Please be reminded that you are responsible for the return shipping cost unless the item is defective or the return is a result of our error.

Please send returns to the following address:
Flexship Warehouse
562, Sublot 11&12, Jalan Subang 3,
Taman Perindustrian Sg Penaga,
47600, Subang Jaya,
Selangor

To be eligible for a return request after shipment/receipt of goods, please ensure the following conditions are met:
- Orders are returnable within 7 working days starting from the day the goods are delivered to you if they are incorrect, damaged or defective.
- Only items that have been purchased directly from my.herbion.com are eligible for a return.
- Any Herbion Sdn Bhd product purchased through other retailers or e-commerce platforms is not eligible for this policy and must adhere to the respective returns and refunds policies of those retailers or e-commerce platforms.
- Items sent back to us without first requesting a return will not be accepted.
- We reserve the right to reject any return requests that are deemed unfit or unreasonable.

- Goods are eligible for a return if the following conditions are met:
o Incorrect:
The item is not what you ordered, wrong size, or type different from what is indicated in the order summary, or there are missing items inside the packaging.
o Damaged:
The items are found to be damaged upon receipt. Items has been tampered/refurbished or modified. Customers will be responsible for all shipping charges to return goods. Returns are applicable only for a complete Herbion product.

- Returned items must meet the following requirements:
o The item must be shipped back to us within 7 working days upon receipt (as proven by the postal or courier receipt).
o You have proof of purchase (order invoice number and receipt).
o Item must be in new condition and returned in its original packaging, including any free gifts received with it (if any). All packaging must be unused, unmarked, and not defaced in any manner.
o Item must be returned in the original box (or with, at least, suitable packaging) to protect the product from damage during return delivery.


REFUND POLICY

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Once the returned goods fulfil our return policy, the refund process will be initiated. The method of refund will be processed depending on your original payment method:
o Online Bank Transfer: Refunds will be credited to your bank account via online bank transfer, which should be posted within 3-5 working days.
o Credit card refunds services: Refunds will be sent to the card-issuing bank. Kindly contact your card-issuing bank with regards to the duration of the credit refunds.

Please note that it may take additional time for the refund to appear in your account depending on your bank or credit card issuer.

SHIPPING POLICY

Shipping Address
We will ship to the address provided in the billing or shipment address fields during checkout.

Please ensure that the shipping address is accurate and complete, including a reachable phone number. We do not ship to P.O. Boxes (Post-Office Box) and only to valid, legitimate shipping addresses.

We are not liable for orders with incorrect shipping addresses provided. If goods are returned to us due to an incorrect address, the customer will be responsible for any associated re-delivery charges.


Change in Shipping Address
If you need to change the shipping address, please email us at dm.my@herbion.com to verify the shipment status. If the order has already been processed, customers will be responsible for any associated shipping charges.


Shipping Time
Order Processing:
• We process orders on weekdays, including Saturdays.
• We are closed on Sundays and on Public Holidays (may operate in the case of high order volume)

Cut-off Times:
• Weekdays: Orders will be processed around 12 PM - 1 PM. However, during peak sales periods or on Mondays, orders may only be fulfilled up to 10 AM - 11 AM.
• Saturdays: Orders will be processed around 10 AM.

Shipping Time:
• Our standard shipping time is typically between 2-5 working days from the date of order confirmation.


Tracking Information
Once your order leaves our warehouse and is picked up by our shipping partner, we will provide you with a tracking ID via email. Additionally, you can also track the status of your shipment through your order status page on the Site.