Return, Refund and Replacement of Goods

Replacement Policy

  1. General Policy

If your product arrives damaged, please contact our customer service team immediately and provide clear photos of the damaged item for verification.

We offer a 1:1 replacement with free shipping if the damage is confirmed to have occurred during shipment or due to fulfillment issues.

Please note:
Our company reserves the right to reject any replacement request if the damage is found to be caused by customer mishandling, misuse, or intentional damage after delivery.

 

Return & Refund Policy

(due to change of mind , partial product usage or non-product related reasons)

 

  1. General Policy

Refunds are processed upon return or cancellation of a product, based on the original payment method used. Unless otherwise agreed, the refund amount will be credited back to the same payment method.

Please note:
Refunds will only be initiated after the returned product is received and verified to be in good condition. The corresponding refund amount will be processed within fourteen (14) working days.

 

  1. Third-Party Payment Platform Charges (e.g., GrabPay, Atome, ShopeePay,  Credit/Debit Card)
  • If a transaction is completed via a third-party payment platform, non-refundable processing, administrative, and transaction fees may be charged to the merchant (Greencom Nanotech Sdn. Bhd.). These charges may be deducted from the refund amount, unless otherwise stated.
  • In cases where a refund is requested due to change of mind, partial product usage, or non-product-related reasons, a portion of these incurred fees may be deducted from the total refund. If such deductions apply, the final refund amount will be advised to the customer individually, based on the specific fees imposed by the payment platform.
  • Transaction fees typically range from 5% to 10%, depending on the payment method selected (e.g., one-time payment vs. installment plan).
  • These fees are charged directly by the payment platform and are not refunded to the merchant, even in cases of order cancellation or return. Therefore, the merchant reserves the right to deduct these charges from the customer’s refund.
 
Please note:
For purchases made via installment plans (e.g., Atome, GrabPayLater, ShopeePay), the platform will continue deducting the scheduled installment payments from your account. However, we will manually refund the corresponding eligible amount to your bank account once the return is approved and processed.

 

  1. Opened or Used Products

Returned items that have been opened, used, or tampered with may be subject to a restocking fee of RM [xx], depending on the condition of the product (amount will be advised to the customer individually).

 

  1. Non-Refundable Items

Certain product categories may not be eligible for refund due to hygiene, perishability, or regulatory reasons. These include:

  • Opened items
  • Items past their expiry or best-before date at the time of return
  • Free gifts or promotional items

 

  1. Return Shipping Fees

Customers are responsible for return shipping costs, except in cases involving product defects or fulfillment errors on our part.

We can arrange for our logistics partner to collect the returned items from you. Pickup will be arranged at your convenience (Monday–Friday), but please inform us at least two day in advance to allow for scheduling. All returned items should be securely packed in a carton box with the provided printed consignment note attached.

 

  1. Transparency & Case-by-Case Handling

We strive to maintain transparency in all refund-related matters. As refunds may involve different payment gateways (e.g., Atome, GrabPay, credit card etc), the handling fees and processes may vary accordingly.

All platform-related fees are charged externally by the respective payment providers, and we are required to liaise with them individually for each refund request. For this reason, refund timelines and deductions may differ on a case-by-case basis.

 

If you have any questions regarding your refund, we encourage you to contact our customer service team before returning the product.

Thank you.

(Version 2.0 Updated Date: 01 January 2024)