EP Plus Health Return and Exchange Policy

EP Plus Health has a 5-day return and exchange policy. Unfortunately, we cannot offer you an exchange once 5 days have passed upon the receipt of your purchase.

Return and exchange of the product will be arranged for the following reasons:

• If the products delivered are in damaged or defective condition: or

• If the product is near expiry or expired; or

• If the product is different from what was ordered; or

• If the product is missing a component

To be eligible for a return and exchange, your item must be unused and in the same condition that you received it. Please do not remove any tag or remove the product from the original packaging. Shrink-wrapped products must be unopened. We reserve the right to refuse any exchange requests if the requirement(s) is not fulfilled.

Kindly follow the following steps to kick start the return and exchange process:

1. Email us at epplushealth@epplusgroup.com with the following information:

1. Order number

2. Reason for return: Damaged product/Expired product/Incorrect item/Missing component in product

3. Product to be returned and quantity

4. Picture of product with expiry & batch number

5. Picture of delivery slip

2. If your return and exchange is accepted, we will send a notification via email and provide a consignment note for the return of the product. 

3. Please return the product within 7 working days of receiving the consignment note provided.

4. Allow 5 – 7 working days for items to be returned to us.

5. Items sent back to us without first requesting a return and exchange will not be accepted.

6. You shall be responsible for the risks and condition of the product to be returned until it is received by us. We shall hold no liability for any loss or damage to the product prior to the product received by us. You are advised to pack the product safely to prevent any loss or damage to the product or its box or its original packaging.

7. We will notify you once we’ve received and inspected your return, and inform you on the exchange status. Our Customer Service team may require you to provide further evidence whenever necessary.

8. Returned products are inspected by our Quality Assurance Department. 

9. Once the returned item has passed Quality Assurance Department checks, we will exchange the items with no charges on return fee. 

Unfortunately, we do not accept returns and exchange for the following:

• Promotion/Sale items and purchases made with discount coupons or gift cards.

• Products/Items that are classified under medical devices, disposable items, one time used items are strictly not exchangeable or returnable for hygienic purposes.

• Products obtained from a source other than www.epplushealth.com.

• Products damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.).

• We do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch with us at epplushealth@epplusgroup.com if you have questions or concerns about your specific item.

Customs procedures and regulations vary by country and may result in outcome beyond our control. Any international deliveries held by customs are not the liability of our company.

 

For any further enquiries, kindly email us at epplushealth@epplusgroup.com.

CANCELLATION

EP Plus Health reserves the rights to cancel any orders if the product is not available for any reasons. We will notify you if that is the case and return any payment that you have made. Refund will be credited into your original payment method.

You are not allowed to cancel the order once an order confirmation email is issued and/or the parcel has been collected by courier rider. 

We do not offer refunds for shipping delays. Our shipping times are listed in our "Shipping Policy". If you have still not received your order after 28 days from the order date. Please contact epplushealth@epplusgroup.com so we can track the shipment. 

RETURN FEE

West Malaysia (Peninsular) 

East Malaysia (Sabah/Sarawak) 

Weight is taken based on actual weight or volumetric weight*, whichever is higher

*Volumetric weight = Length(cm) x Width(cm) x Height(cm) / 5000

EP Plus Health reserves the right to update or change the return and exchange policy from time to time.