Refund policy

SECTION 1 : APPLICABILITY

1.1 All Goods sold through our site, www.dermally.com.my (“Website”), are on a strictly non-refundable basis, save and except for instances of non-delivery through no fault caused directly or indirectly attributable to you.

1.2 For the avoidance of doubt, we may refund to you the full amount paid for the Goods you purchased (inclusive of any applicable taxes levied thereon) should the Goods be unable to be delivered to you through no fault caused directly or indirectly attributable to you or any other reason at our sole discretion.

1.3 The delivery charges or any other fees or charges incurred (other than the price of Goods and any applicable taxes levied thereon) shall strictly be non-refundable.

SECTION 2 : NON-DELIVERY

Non-Delivery

2.1 Eltean shall strictly not be responsible for any liability arising from a non-delivery of Goods purchased unless the non-delivery is not caused directly or indirectly attributable to you.

2.2 If you have provided incorrect or incomplete details that are required or in connection with the purpose of successfully effecting delivery to your delivery address, you may contact us directly to request for a change of delivery address, contact number, recipient name, or any such relevant details which we will try to accommodate wherever possible.

2.3 In the case of your purchased Goods being returned to us as a result of a non-delivery incident: –

a) you shall be required to pay an additional charge for a re-delivery according to our Shipping Policy;

or b) your Order shall be treated as cancelled and void and Paragraphs 2 and 3 of the Refund Policy above shall apply.

SECTION 3 : EXCHANGE POLICY

3.1 You are required to check, inspect and examine the Goods you have received upon delivery to ensure that:

a) the Goods are received in good condition;

and b) the quantity(ies) and type of Goods received are accurate as per the Order placed.

3.2 Subject to our evaluation and approval, we may allow an exchange of Goods that were delivered in a damaged/defective condition or if Goods received did not exactly match the Order placed.

3.3 In the event you have received Goods purchased from our Website: –

a) in a damaged or defective condition;

or b) that does not exactly match the quantity or type of Goods which you have placed in your Order; please inform us immediately, in any event, no later than seven (7) calendar days from the date of receipt of your Order by emailing us at dermally@eltean.com with your Request for Exchange.

3.4 Kindly note that you must include the following details in your Request for Exchange e-mail for our further action: -

a) Order No. / ID;
b) Name;
c) If Goods received in damage or defective condition, please describe the damage or defective condition;
d) If Goods did not match exactly the quantity or type of Goods which you have placed and paid for in your Order, please state the original quantity and/or type of Goods which you ordered and paid for, and the received quantity and/or type of Goods;
e) Sufficient photographic evidence to depict the circumstances giving rise to your Request for Exchange in (c), (d) or both;
and f) Contact details (if different from the contact details you have provided when placing your Order).

3.5 If we do not receive your Request for Exchange e-mail within five (5) calendar days from the date of receipt of your Order, it shall be deemed that you have received your purchased Goods in good, satisfactory condition. No requests for exchange will be entertained if such Request for Exchange e-mail is received after the stipulated period above.

3.6 Upon receipt of your duly filled Request for Exchange Form, we will investigate your complaint and our friendly personnel will be in touch with you to understand your issue further and assist with the exchange procedure (if applicable).

3.7 The result of your Request for Exchange is final and will be communicated to you in writing.

3.8 Any Goods which are eligible for an exchange are required to be returned to us in its original condition at the time of receipt, at your own cost unless agreed otherwise, to our address below:

E-Commerce Department (Return for Exchange)
Eltean Incorporated Sdn. Berhad 18 – 24, Medan Istana,
Bandar Ipoh Raya,
30000 Ipoh, Perak, Malaysia

3.9 All proof of dispatch of Goods being returned for exchange must be e-mailed to us at marketing@eltean.com for verification and our records.

3.10 Upon the approval of your Request for Exchange, we will ship out the replacement or exchanged Goods within 1 to 3 working days from the date of our receipt of your returned Goods to us.

The terms and conditions contained in this Refund & Exchange Policy are subject to amendment, modification or change at any time at our sole discretion. The latest, updated Refund & Exchange Policy is uploaded on our Website at all material times. Kindly refer to the current, in force Refund & Exchange Policy prior to making any purchase on our Website.