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.

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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:

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✅ 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.

 

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🚫 NON-RETURNABLE ITEMS

We do not accept returns or exchanges for:

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• 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:

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• 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

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• 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

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1. Contact Us:
   Email acupuncturexherbs@gmail.com or WhatsApp us at 011-1682 2025 with order details and photos (if needed).
    

2. Authorization:
   Wait for our confirmation and return instructions.
    

3. Packaging:
   Ensure items are securely packed in original packaging.
    

4. Return Shipping:
   Send items to the provided address. Return shipping is at your cost unless due to a wrong or faulty item.
    

5. Inspection:
   We will inspect the returned item(s) upon arrival.
    

6. 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
      

7. Tracking:
   Once the replacement is shipped, we will provide a new tracking number
    

 

⚠️ IMPORTANT NOTES

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• 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!