Effective date: 1st October 2025
This policy applies to purchases made directly from W Cosmetics & Wellness Sdn. Bhd. via our official Malaysian website (“MHD,” “we,” “us,” “our”). Because our products are consumable/perishable, we balance hygiene and safety with a customer-first promise.
1) Our Promise: 30-Day Satisfaction Guarantee
If you’re not satisfied for any reason, contact us within 30 days of delivery and we’ll make it right.
How it works (consumables):
- Opened items: For hygiene reasons, we do not accept returns of opened consumables. Instead, for your first purchase of a product (e.g., first time buying NutriZen or first time buying NutriCenta), we will refund 1 opened unit per product if you’re not satisfied. We may ask you to safely dispose of the opened item.
- Bundles: We will refund 1 opened unit (satisfaction guarantee) plus any unopened, re-sellable units returned to us. Unopened units must remain sealed in original packaging.
- Limit: One satisfaction refund per product, per household, per year to prevent abuse.
Requirements: proof of purchase (order number), photos (packaging/product), reason for dissatisfaction, and confirmation of safe disposal (for opened items).
2) Returns Eligibility (Unopened Only)
We can accept unopened products (factory-sealed, in original packaging) for a change of mind within 14 days of delivery.
- Items must be unused, unopened, undamaged, and re-sellable.
- We will issue a refund to the original payment method once we receive and inspect the items.
- Return shipping for change-of-mind is borne by the customer.
3) Damaged, Defective, or Wrong Item
If your order arrives damaged, defective, or incorrect:
- Notify us within 7 calendar days of delivery.
- Provide your order number and clear photos of the parcel, inner packaging, label, and affected product(s).
- We will replace the item at no cost, or refund you if replacement is not feasible.
- For safety, do not consume products that appear compromised.
4) Delivery Issues (Lost / Not Received)
If your parcel appears lost in transit:
- Contact us after the estimated window (West Malaysia: 3–5 business days; East Malaysia: 5–7 business days) has passed.
- We will liaise with the courier. If confirmed lost, we’ll replace your order or refund you.
5) Non-Returnable / Non-Refundable
- Opened consumables (except under the 30-day satisfaction guarantee above).
- Items not purchased from our official channels.
- Items past the time windows (30-day satisfaction; 14-day unopened return; 7-day damaged/defective/wrong item).
- Items improperly stored (e.g., heat, moisture, tampering).
- Items marked final sale, free gifts, or complimentary items.
6) How to Start a Return or Claim
Email [support@mhd.com.my] with:
- Subject: Return/Claim – Order #[XXXX]
- Your name, phone, delivery address
- Order number, product name(s), quantity
- Issue type (satisfaction / unopened return / damaged / wrong item / lost)
- Photos (outer carton, shipping label, inner packaging, product)
We’ll reply with next steps and, if applicable, a Return Merchandise Authorisation (RMA) and return address. Use a trackable courier and keep the receipt.
7) Refund Method & Timeline
- Refunds are issued to the original payment method.
- Processing typically takes 3–7 business days after we approve your claim (and, where required, after we receive and inspect returned goods).
- Your bank/issuer may require additional time to post the credit.
- Original shipping fees are not refundable, but note: MHD currently offers free outbound shipping for Malaysia orders.
8) Exchanges
Exchanges are available only for defective/damaged/wrong items reported within 7 days. Otherwise, please follow the refund pathways above.
9) Marketplace & Retail Purchases
If you purchased through a marketplace or retail partner, please contact that seller directly and follow their policy. We can only process orders placed on our official site.
10) Legal
This policy is intended to be consistent with Malaysian consumer protection laws. Nothing herein limits your statutory rights.
Contact
W COSMETIC & WELLNESS SDN. BHD.
Company Reg. No.: 202101040712 (1441012-T)
Registered Address: C-13-01, Pusat Perdangangan Bandar Bukit Jalil, Persiaran Jalil 7, 57000 Kuala Lumpur.
Emel: support@mhd.com.my
