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Exchange, Return & Refund Policy

1. If you wish to request for an exchange, return and refund, please launch your report within seven (7) days upon receiving your parcel at http://tiny.cc/shinerequest. We will reply to your enquiry within 48 working hours via email.

2. If you wish to cancel your order and request for a refund, please launch your report on the same day at http://tiny.cc/shinerequest. We will reply to your enquiry within 48 working hours via email.  

3. Please read the terms and conditions below before you request.

 

Understand before you request:

1. Products shall be exchanged or returned in its original condition as it is delivered to you. If these conditions are not fulfilled, we will not accept your request.

2. Products exchange is only allowed within seven (7) days upon receiving the products.

3. Please note that certain products are non-returnable and non-exchangeable, include:

· Sterile products

· Eye drops

· Devices

· Test strips

· Rehab products

· Masks

· Nasal care products

· Cold chain / fridge products

4. Products purchased during promotion campaigns, hot deals and special offers are not eligible for exchange, return and refund.

5. You should ship the products back to us via a reliable courier company to our SHiNE Pharmacy HQ at the following address:

 

SUBLOT 13, GROUND FLOOR, SONG PLAZA,

JALAN TUN JUGAH,

93350 KUCHING, SARAWAK

 

6. You are responsible for paying the shipping costs to return the products.

7. It will take approximately seven (7) working days to reach our store after the parcel has been delivered depending on the courier company and distance.

8. You are advised to pack safely and shall take your own risks of the return products until it reaches us. We will not be responsible for any loss or damage to the return products before it is received. 

9. Otherwise, you may bring the return products to our SHiNE Pharmacy HQ.

 

If you would like to exchange:

1. Exchange will only begin processing after we receive the return parcel and a quality check is completed to either approve or reject the exchange requested.

2. Once processing is complete, you will receive an email of the result and new tracking numbers of your parcel.

3. We will resend the parcel to the original address given. 

4. Otherwise, you may pick up the products at our SHiNE Pharmacy HQ.

5. You would pay the shipping cost if you wish to exchange the products due to your desire.

6. We would pay the shipping cost if the return products are as follows:

i. Defective / damaged.

ii. Different from the invoice.

iii. Near to expiry date (within three months and below) or expired.

7. Acceptable products exchange:

i. Exchange with the same products.

ii. Exchange with the same brand.

iii. Exchange with the same quantity & volume.

8. We may reject the product exchange if:

i. The item has been damaged during delivery back to our store.

ii. The above mentioned requirement for product exchange is not being fulfilled.

 

If you would like to return and refund:

1. Refund will only begin processing after we receive the return parcel and a quality check is completed to either approve or reject the exchange requested.

2. Once processing is complete, you will receive an email of the result and the payment slip when the refund has been initiated.

3. We will refund via the original payment method. Please allow a minimum of 14 working days for the refund process from the date we received the return parcel. 

4. Acceptable products returned:

i. Defective / damaged.

ii. Different from the invoice.

iii. Near to expiry date (within three months and below) or expired.

5. We may reject the product exchange if:

i. The item has been damaged during delivery back to our store.

ii. The above mentioned requirement for product exchange is not being fulfilled.

 

If you would like to cancel and refund:

1. You are allowed to request for an order cancellation, if

i. you accidentally bought wrong item;

ii. you accidentally bought the wrong size.

2. Cancellation will only be approved if you request on the same day as your order.

3. We will process your request within 48 hours and you will receive an email of the result. 

 

For more information and details:

Please contact our SHiNE Pharmacy E-Store Careline at 016-4169553.

We will respond to you during our service hours from 10am to 5pm during MCO.

 

SHiNE Pharmacy E-Store Careline details:

Service hours: 10am - 5pm during MCO.

Email address: getwell@shinepharmacy.com
Contact number: 016-4169553