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Refund policy

We allow return of products for refund or exchange that are damaged during transit or due to faulty manufacturing. In such cases, the damaged products have to be returned first, before we send out a replacement, chosen exchange product(s) or refund.

In the event that a returned product is not damaged after inspection by us, postage fee to redeliver the item is to be borne solely by the customer.

For damaged products, a report to our Customer Support team is to be made within 72 hours from the date of delivery. If a report is made after 72 hours, the claim will be automatically rejected by our team. Kindly have the following documentations submitted with your report and email them to wecare@eumicare.com.

  • Pick List (white A4 list that can be found on or inside the parcel)
  • Copy of courier Consignment Note
  • Clear Photos of the received damaged good and the box it came in

Please note that reports without the above proper documentations will be rejected. Do note that products that have been opened / used are non-returnable nor refundable. We’ll send out the replacement / exchange product once we received and inspected the one returned by you. 

While for refund, it’ll be estimated within 3 weeks for you to receive from the date of giving your package to the return shipper. However, you will receive your refund sooner than 3 weeks in most cases. The time period includes the transit time for us to receive the return from  the shipper (2 – 5 business days), the time it takes for us to process your return once we receive it (1 – 3 business days), and the time it takes for your bank to process our refund request (3 – 5 business days).

 

Frequently Asked Questions

Will I be charged postage for exchanging damaged products?

We will be responsible for postage incurred for returns and redelivery if the return is a result of our error (You received a defective or incorrect item)

Will i be charged if i cancel an order that i just made? 

To cancel an order, please contact us as soon as possible. If your order has not yet shipped, we will immediately refund your payment. If your item has shipped, we will refund your payment in estimated within 3 weeks (as mentioned above) as soon as we have received the item back from you and processed by our team. 

Will I be charged, if I am dissatisfied with a non-defective product and wish to exchange/return it?

For returns that are non-defective, there will be a 5% charge on total order cost for our payment gateway charges. There will be a further RM8.00 postage fee per item for West Malaysia only for return shipping. Lastly, there is also a RM2.00 fulfilment fee per unit item. These are non-negotiable.

How do I return something to you?

Contact us and provide us with your order number, purchaser name, contact name, mobile number, email, name of item and the reason for returning. Our customer service representative will be happy to assist you with the return process.

Have you received my returned items?

We will email you as soon as we receive and process your parcel.

I returned an item and it was incorrectly refunded or replaced.

We are terribly sorry for this mistake. Contact us and we will get this sorted for you immediately!