Refund policy

1. Any return and exchange issue must be reported to our customer hotline within 24 hours and returns and exchange of products must be made within 7 days of the delivery date. 

2. Any return and exchange of products must only be due to damaged caused during delivery or by company. The damaged items must come in its original box or plastics.

3. Exchange is only allowed with the product of the same price and type. 

4. If duplicate transaction of the payment occurs, the customer need to contact us and provide us the proof of payment duplication and we will transfer back via online transaction within 2-3 working days.

5. Company will not be responsible for any damages to the products that are caused by natural disasters such as floods, fire, earthquakes and et cetera.

6. Any damaged items that are caused by resellers are not allowed to be returned to the headquarters. That will fall under the responsibility of resellers.

7. All purchasing documents must be presented & approved by the company for the process of return and exchange to be done. Proof of damaged items must be returned as well.

8. Any unsold items will not be accepted by headquarters and it will fall under the responsibility of the reseller to sell or consume the stocks bought.

ONLINE RETURN STEPS

1. Report must be done as per Return and Exchange Policy. Any product purchased online must be returned as follows:

• Any online purchase can be returned via online or our retail shop located at Denai Alam, Selangor.
• Shipping costs associated with the return of the product varies as per the cases below:
1. Faulty, damaged, wrong or missing products – shipping costs will be borne by Natural Prebiotic Co. (must be reported within 24 hours and the return must be made within 7 days). 
2. Return due to change of products – shipping costs will be borne by the customer (must be reported within 24 hours and the product must be unused, no damage & not opened prior to return within 7 days). 

To return, please follow the steps below: 

1. Contact our customer service hotline within office hours via email: enquiry@naturalprebiotic.com.my or via mobile phone at +6012 – 5233 278 (Ms Huda Khalil). Customers are advised to contact via WhatsApp application for fast response. Please follow report guideline as per below:

Name :

Order Number :

Purchased Product :

Reason For Return :

***Please attach picture of the faulty or damaged item.

1. Pack the returned item in any Natural Prebiotic Co. box and return the products to: 

Natural Prebiotic (M) Sdn. Bhd. 

No. 2 Jalan Elektron U16/E, Seksyen U16, 

Denai Alam, 40160, Shah Alam, Selangor.

ATT: +6012 – 5233 278 (Ms Huda Khalil)

OFFLINE RETURN STEPS

1. Report must be done based on Return and Exchange Policy. Any product purchased at retail store must be returned at the retail store only. 

2. Customer must bring purchase product with proof of purchase (Receipt/Invoice) to our retail shop located at Denai Alam, Selangor.

3. Look for our staff for assistance. Return and exchange can be done on the spot with all proof of transaction.