Shipping and Return Policy

At De Acupuncture X Herbs Centre, we strive to process and deliver your orders efficiently.

Please review our shipping and return policy below:

📦 SHIPPING POLICY

Shipping Destinations:
We currently ship within West Malaysia only.

Shipping Fees:
Shipping fees are calculated based on the courier service selected at checkout. The exact shipping cost will be displayed before you finalize your purchase.
🚫 We currently do not offer free shipping.

Processing Time:
Orders are usually processed and handed to the courier within 2–3 business days after order confirmation.
During public holidays or peak seasons, processing may take up to 5 business days.

Delivery Time:
Delivery time begins once your parcel is picked up by the courier. Actual delivery time may vary based on the courier's schedule and destination.

*Note: We are not responsible for delays caused by the courier.

Order Tracking:
You will receive an email notification with a tracking number once your parcel is shipped.

Multiple Item Orders:
Items may be shipped separately to ensure quicker delivery. You may receive multiple tracking numbers.

🔁 RETURN POLICY

Returns & Exchanges

All goods sold are non-refundable, but exchanges are allowed within 3 days of receiving your order, provided the following conditions are met:

✅ Report the issue (e.g., damage, wrong item) within 3 days of receiving your order.
✅ Provide clear photos of the issue, if applicable.
✅ Items must be unused, in original packaging, and in the same condition as received.
✅ Items must be returned within 7 days of receipt.
✅ Return shipping costs are borne by the buyer.
✅ Proof of purchase (order number or receipt) is required.
✅ Contact us for authorization before sending any returns.

🚫 NON-RETURNABLE ITEMS

We do not accept returns or exchanges for:

Items reported after 3 days of receipt
Items damaged or broken due to misuse
Items with missing parts due to user action
Orders with incorrect shipping addresses
Delays due to courier issues or customs
Cases of change of mind (unless otherwise approved)

❌ WRONG PRODUCT RECEIVED

If you received the wrong item:

Contact us within 3 days of receipt
We will arrange a reshipment or refund
Return item must be unused and in original condition
Shipping costs are non-refundable. Any additional return costs will be deducted from the refund.

⚠️ DAMAGED / FAULTY ITEMS

Check your items immediately upon delivery
Contact us within 3 days if the item is faulty
Provide photo evidence
We may request the item to be returned for inspection
If valid, we will offer a replacement or exchange (subject to stock availability)

🔄 RETURN PROCESS

Contact Us:
Email acupuncturexherbs@gmail.com or WhatsApp us at 011-1682 2025 with order details and photos (if needed).
Authorization:
Wait for our confirmation and return instructions.
Packaging:
Ensure items are securely packed in original packaging.
Return Shipping:
Send items to the provided address. Return shipping is at your cost unless due to a wrong or faulty item.
Inspection:
We will inspect the returned item(s) upon arrival.
Resolution:
- If approved, we will send a replacement (if available)
- If the replacement is out of stock, you may choose an item of equal or higher value (price difference & shipping fees apply)
- No refunds for lower-value replacements
- Refunds (for wrong/faulty items) will be made within 14 business days to your original payment method
Tracking:
Once the replacement is shipped, we will provide a new tracking number

⚠️ IMPORTANT NOTES

You are responsible for the item until it reaches our centre
Use a trackable courier to avoid lost parcels
We reserve the right to refuse any return that does not meet policy requirements
Always contact us first before sending items back

💬 Questions?
Feel free to contact us for any clarification. We're here to help!