Refund and returns policy

Payment

We accept:

• Online payments through senangPay
• Direct bank transfers for domestic orders
• Credit or debit cards for international orders, where available

All payments must be completed before an order is processed. For payment assistance, WhatsApp +60 17-331 9765 or email sales@lipidware.com.

Returns and exchanges

Returns or exchanges may be considered if:

• The wrong product was delivered
• The product has a manufacturing defect
• An item is missing from the order
• A remedy is required under applicable consumer law

Requests must be submitted within 7 business days from the date of delivery, and should include your full name, order number, a description of the issue, and clear photos or videos of the product and packaging. All requests are subject to review and approval.

Product condition

Unless the product is defective or incorrectly supplied, returned products must be unused, unopened, in the original packaging, and complete with labels, seals and accessories.

For hygiene and safety reasons, opened or used products are generally not eligible for return due to change of mind.

How to request a return

Please contact us before returning any product, by WhatsApp on +60 17-331 9765 or by email at sales@lipidware.com. Once approved, our team will provide the return instructions and return address.

Approved returns should be sent to:

Customers are advised to use a trackable courier service.

Return shipping costs

If the return is due to our error, a wrong product, or a confirmed manufacturing defect, reasonable return shipping costs may be covered or reimbursed subject to approval.

For other approved returns, return shipping costs may be borne by the customer.

Refunds and exchanges

Returned products will be inspected before a refund or exchange is approved. Where approved, we may provide a replacement, an exchange, a refund, or another appropriate remedy under applicable law.

Approved refunds are generally processed within 14 business days, and will normally be made through the original payment method where possible.

Change of mind

We generally do not provide refunds or exchanges for change-of-mind purchases. However, we may consider a request at our discretion if the order has not yet been dispatched, or if the product is unopened, unused and in its original condition.

Order cancellation

Orders may be cancelled before they are processed or dispatched. Once an order has been packed, processed or dispatched, cancellation may no longer be possible.

Delivery and damaged parcels

Processing times, delivery estimates, international orders and damaged parcels are covered by our shipping policy.

Nothing in this policy limits any rights available to consumers under applicable Malaysian law.