Refund and Return Policy

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1. Scope and consumer rights

This Policy applies to physical products purchased from MediLink-Global through an accepted E-Market or other confirmed retail order. It does not apply to healthcare claims, membership benefits, professional services or products supplied under a separate business contract unless that contract adopts this Policy.

The E-Market and online payment gateway may be unpublished or disabled. An enquiry or automated acknowledgement is not an accepted order and does not require payment.

This Policy provides a practical process for cancellations, returns, replacements and refunds. It does not exclude, restrict or replace any guarantee, remedy or other right that cannot lawfully be excluded under Malaysian law, including the Consumer Protection Act 1999.

2. Contact us before returning an item

Submit a request through the secure Contact Us form before sending anything back. Select the appropriate enquiry type and provide the order number, product, quantity, date received, reason for the request and the remedy requested.

For a missing, incorrect, damaged or defective item, include clear photographs of the item, packaging, shipping label and visible damage where reasonably possible. Keep the item, accessories, packaging and delivery documents until we provide instructions.

Do not return an item until Customer Service acknowledges the request and gives a return reference and instructions. An unauthorised parcel may be delayed, refused or returned to the sender where lawful.

3. Damaged incorrect defective or unsafe items

Inspect the order promptly after delivery. For faster investigation, notify us within 7 calendar days if an item is missing, incorrect, damaged in transit, defective, unsafe or materially different from its description. A failure to report within this service period does not remove a right that Malaysian law does not permit us to exclude.

We may ask for reasonable evidence and may arrange collection, inspection or diagnostic assessment. Do not use an item that appears unsafe. Follow any product recall or safety instruction immediately.

Where a failure can be remedied and is not substantial, we may offer repair, replacement or another lawful remedy within a reasonable time. Where the failure is substantial or the law otherwise permits rejection, the customer may be entitled to choose a replacement or refund, subject to applicable law and the circumstances.

MediLink-Global will bear reasonable return or collection costs for an item confirmed as incorrect, damaged on delivery, defective or otherwise non-compliant, unless the problem resulted from misuse, unauthorised modification, improper storage or customer-caused damage.

4. Change of mind returns

As a commercial goodwill arrangement, an eligible change of mind return may be requested within 7 calendar days after delivery. Approval is not automatic and is subject to this section.

The item must be unused, unopened where sealed for health, hygiene or safety, complete, saleable and returned with its original packaging, labels, instructions, accessories, gifts and proof of purchase.

The customer is responsible for the return shipment, adequate packaging, tracking and reasonable return cost for an approved change of mind return. Original delivery charges are not refundable unless required by law or expressly agreed.

We may deduct a reasonable amount for damage, missing components or reduction in value caused by handling beyond what was reasonably necessary to inspect the item, where permitted by law.

5. Items not eligible for change of mind return

For health, hygiene, safety and practical reasons, the following are not normally returnable merely because the customer changed their mind:

• opened, used or unsealed medicines, supplements, consumables, personal care, hygiene or intimate-use products;
• temperature-sensitive, perishable or short-dated products;
• customised, personalised, specially ordered or made-to-specification items;
• digital content, activated licences, downloaded material or services already supplied;
• items marked final clearance or non-returnable before purchase, where that restriction is lawful; and
• items damaged through misuse, accident, unauthorised repair, failure to follow instructions, improper installation or improper storage after delivery.

These exclusions do not remove a remedy for an item that is defective, unsafe, misdescribed or otherwise covered by a non-excludable legal guarantee.

6. Return authorisation and shipping

If the request is accepted for assessment, Customer Service will provide a return reference, return method and the applicable address. Unless otherwise instructed, returns must be sent to MediLinkGlobal (M) Sdn. Bhd., Suite C-16-3, Wisma Goshen, Plaza Pantai, No. 5, Persiaran Pantai Baru, Off Jalan Pantai Baru, 59200 Kuala Lumpur, Malaysia.

Package the product securely and display the return reference as instructed. Remove or cover unrelated personal information on reused packaging. Keep the courier receipt and tracking record until the matter is completed.

Risk in a customer-arranged return remains with the sender until we receive it. This does not apply where we arranged and controlled collection, subject to applicable law.

Return an authorised item within 14 calendar days after receiving the return instructions unless a different period is agreed. Contact us before that period expires if collection or shipment is delayed.

7. Inspection and outcome

Receipt of a return does not itself mean the return or refund has been approved. We will inspect the item, supporting evidence, serial or batch information, accessories and proof of purchase.

We will communicate the outcome and, where applicable, offer repair, replacement, exchange, store credit or refund according to the reason, product condition, stock availability, customer choice where provided by law and applicable legal rights.

If the return is not accepted, we will explain the reason and the available next step. Where lawful, the customer may be responsible for collection or re-delivery of an item found not to be defective or eligible for return.

8. Refund method and timing

An approved refund will normally be made using the original or agreed payment method. If the original method is unavailable, we may request verified bank details or offer another secure lawful method. Never send a full card number, card security code, online banking password or one-time password.

We aim to initiate an approved refund within 14 working days after approval. The time for funds to appear may depend on the bank or payment provider and is outside our direct control.

Where an entire order is rejected because it was defective, incorrect or materially damaged on delivery, the approved refund will include the reasonable standard delivery charge where required by law. Premium, expedited or customer-requested delivery charges may be excluded to the extent permitted by law.

Refunds are based on the amount actually paid after valid discounts, credits or promotions. A promotional voucher, gift or bundle may need to be returned, cancelled or proportionately adjusted.

9. Replacements and exchanges

A replacement or exchange is subject to stock and any product or regulatory restriction. We will confirm whether an equivalent item is available and any price or delivery difference before proceeding.

A replacement item is covered by the applicable legal guarantee and any stated manufacturer or supplier warranty. A manufacturer warranty is additional to, and does not replace, a non-excludable consumer right.

10. Cancellation before dispatch

Request cancellation as soon as possible. A cancellation is effective only when confirmed by us.

If fulfilment has not started, we will normally cancel the order and return any amount received. If the order has been dispatched or specially procured, the request will be handled under the applicable return provisions and non-excludable rights.

We may cancel before dispatch for stock unavailability, an obvious pricing or product error, suspected fraud, a legal or safety restriction, or inability to deliver. Any payment received for an order we cancel will be returned through the approved method.

11. Business customers and third party warranties

Where the buyer acquires goods principally for business purposes or under a negotiated commercial agreement, that agreement may govern cancellation, acceptance, warranties, returns and liability. Mandatory law continues to apply where it cannot be excluded.

We may assist with a manufacturer or supplier warranty, but requiring reasonable diagnostic or warranty steps does not remove a remedy for which MediLink-Global is legally responsible as seller.

12. Misuse and return abuse

We may refuse a fraudulent, fabricated or abusive request, including altered proof of purchase, substituted products, false damage claims or repeated misuse of a goodwill return programme. We may preserve relevant records and refer suspected unlawful conduct to the appropriate authority.

A genuine complaint or lawful exercise of consumer rights will not be treated as abuse merely because the claim is disputed or cannot ultimately be substantiated.

13. Complaints and changes

If you disagree with an outcome, ask Customer Service to review the decision and provide any additional evidence. Consumers may also have access to the Tribunal for Consumer Claims Malaysia or another lawful remedy.

We may update this Policy by publishing a revised version and date. The version applying to an accepted order will normally be the version in force when the order was accepted, unless a later change benefits the customer or the law requires otherwise.

Contact

Secure online form: https://tools.medibridgeasia.tech/medilinkwebsite/contact

Postal address: MediLinkGlobal (M) Sdn. Bhd., Suite C-16-3, Wisma Goshen, Plaza Pantai, No. 5, Persiaran Pantai Baru, Off Jalan Pantai Baru, 59200 Kuala Lumpur, Malaysia

Do not submit passwords, one-time passwords, full payment-card details or unnecessary medical information through the general contact form.