Refund and Returns Policy

Refund and Returns Policy

Effective Date: 1 January 2024

Herbal World Global Trading (M) Sdn. Bhd. (“we,” “us,” or “our”) values your satisfaction and aims to ensure that you are pleased with your purchase. This Refund and Returns Policy explains how we handle refunds and returns for purchases made through https://shop.i.com.my (the “Site”). Please read this policy carefully to understand your rights and responsibilities when shopping with us.

1. Eligibility for Returns and Refunds

We accept returns and process refunds under the following conditions:

  • Product Condition: The item must be unopened, unused, and in its original packaging with all seals and labels intact.
  • Time Frame: Returns must be initiated within 7 days of receiving the product.
  • Proof of Purchase: A valid receipt, order confirmation, or invoice is required to process any return or refund request.

2. Non-Returnable Items

The following items are not eligible for return or refund, except as required by Malaysian law:

  • Gift Cards: All sales of gift cards are final and cannot be returned.
  • Downloadable Software Products: Software products delivered electronically cannot be returned or refunded.
  • Health and Personal Care Items: Some health and personal care items are not eligible for return due to hygiene and safety concerns.
  • Clearance or Sale Items: Items marked as clearance or final sale are not eligible for return.

3. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us:

    Include your order number, product details, and reason for the return in your message.

  2. Await Confirmation: Our team will review your request and provide further instructions, including the return address, if the return is approved.

  3. Ship the Item: Once approved, send the product to the designated return address as instructed by our team. Please note that customers are responsible for any shipping costs associated with returns, unless the return is due to our error (e.g., wrong item shipped, defective product).

4. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund:

  • Approved Refunds: If approved, your refund will be processed within 14 business days, and a credit will automatically be applied to your original payment method.
  • Partial Refunds: In certain cases, partial refunds may be granted for returned items that are not in their original condition, missing parts, or outside the 7-day return window.

5. Damaged or Defective Products

If you receive a damaged or defective product, please contact us within 7 days of receiving it via email or WhatsApp. We may request photographs or other proof of the defect to verify the claim. If verified as defective, we will arrange for a replacement or, if unavailable, issue a full refund.

6. Exchanges

We only replace items if they are defective or damaged. If you need an exchange for the same item, please contact us through the provided email or WhatsApp number, and we will assist you with the process.

7. Late or Missing Refunds

If you have not received a refund within the stated period, please check with your bank or payment provider first, as processing times may vary. If you have done this and still have not received your refund, please contact us at support@shop.i.com.my or through WhatsApp at +60197570986.

8. Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in cases where the return is due to our error (e.g., incorrect or defective item). We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.

9. Changes to This Refund and Returns Policy

We reserve the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on this page with the updated effective date. Your continued use of the Site after changes are posted constitutes your acceptance of the updated policy.

10. Contact Us

For any questions regarding this Refund and Returns Policy, please contact us:

Herbal World Global Trading (M) Sdn. Bhd.
Location: Malaysia
Website: https://shop.i.com.my
Email: support@shop.i.com.my
WhatsApp: +60197570986