Refund & Return Policy
Our Promise
We want you to be satisfied with your purchase. This policy explains when you can return a product, request a refund, and how the process works.
Return Eligibility & Window
You may request a return within [7 calendar days] of receiving your order, provided that:
- The product is unused, unopened, and in its original packaging with seals intact
- You have proof of purchase (order number or receipt)
- The product is not listed under Section 3 as non-returnable
Products That Cannot Be Returned
For health, safety, and hygiene reasons, the following cannot be returned or refunded once delivered:
- Any product that has been opened, used, or has had its seal broken
- Items marked as "final sale" or purchased during clearance, if applicable
- Products returned without their original packaging or proof of purchase
This does not affect your right to a replacement or refund for damaged, defective, or incorrect items as set out in Sections 4 and 5.
Damaged or Defective Products
If your product arrives damaged or defective, contact us within [48 hours] of delivery with your order number and clear photos of the item and packaging. Once verified, we will arrange a free replacement or a full refund, including any delivery charges paid.
Wrong Item Received
If you receive an item different from what you ordered, contact us within [48 hours] of delivery. We will arrange a free return of the incorrect item and send you the correct product at no additional cost, or issue a full refund if you prefer.
How to Request a Return or Refund
To start a return or refund request, contact us with your order number, the reason for your request, and (where applicable) photos of the product:
Email: kiwish.store@gmail.com
Phone: 016-779 8138
We will confirm whether your request is approved within [2–3 working days] and provide instructions for the next steps.
Refund Processing Time & Method
Once a return is approved and the product (if applicable) is received and inspected, refunds are processed within [7–14 working days] to your original payment method. Depending on your bank or payment provider, it may take a few additional days for the refund to appear in your account.
Return Shipping Costs
If a return is due to our error (damaged, defective, or wrong item), we cover the return shipping cost. For approved returns due to a change of mind, where eligible under Section 2, return shipping is borne by the customer unless stated otherwise.
Order Cancellations
You may cancel your order for a full refund any time before it has been dispatched. Once an order has been shipped, it can no longer be cancelled and the return process in Section 2 will apply instead.
Contact Us
KLCCHEALTHY SDN. BHD. (202101040297)
No. 22, Jalan Usahawan 2, Kawasan Perindustrian Setapak, 53200 Kuala Lumpur, Malaysia
Email: kiwish.store@gmail.com
Phone: 016-779 8138