This policy applies to purchases made on www.homeapothec.com, operated by Home Apothecary Sdn Bhd (2024401015953 (1561803-K)). It forms part of our Terms & Conditions. Nothing in this policy limits your rights under the Consumer Protection Act 1999.
1. The Short Version
- Order not yet shipped? Contact us and we will cancel it at no charge.
- Product arrived damaged, defective, or wrong? We will send you a free replacement.
- We do not issue cash refunds on products or shipping fees under any circumstances.
- All opened and used products are non-returnable for hygiene and safety reasons.
2. Cancelling an Order
2.1 You may cancel an order before it has been shipped by contacting us via WhatsApp +601116284782 or email homeapothec@gmail.com with your order number. If payment has been collected and the order has not been dispatched, no charge will be made.
2.2 Once an order has been handed to the courier (you will receive a tracking/AWB notification), it can no longer be cancelled.
2.3 Unpaid orders are automatically cancelled 30 minutes after checkout begins if payment is not completed. No action is needed from you.
3. Damaged, Defective, or Incorrect Items
3.1 Please inspect your order on arrival. If an item arrives damaged in transit, leaking, defective, or is not what you ordered, contact us within 7 days of delivery with:
- Your order number
- Photos or a short video of the item and packaging
3.2 We will send you a free replacement of the same item. We do not issue cash refunds on products or on original shipping fees.
3.3 We may ask you to return the affected item or simply to dispose of it — we will confirm the next step when we respond to your report.
3.4 Note: because our products are made with natural botanicals through a slow infusion process, slight batch-to-batch variation in colour, scent, or texture is normal and is not a defect.
4. Skin Sensitivity & Adverse Reactions
4.1 Every skin is different. We strongly recommend a patch test before first full use: apply a small amount to the inner forearm and wait 24 hours.
4.2 If you experience irritation or an adverse reaction, stop using the product immediately and contact us within 14 days of delivery with a description and, where possible, photos. We take every report seriously — both for your care and for our product safety records.
4.3 Adverse reaction cases are reviewed individually. Where a genuine reaction is reported in good faith, we may offer a replacement with a more suitable product from our range, even if the product has been opened. We do not issue cash refunds for adverse reactions. We may ask for the product to be returned for our quality review.
4.4 If symptoms are severe or persist, please consult a medical professional. Our team can guide product choice but cannot give medical advice.
5. Bundles & Promotional Sets
5.1 Items purchased as part of a bundle (e.g. the Dry Skin Recovery Set) are treated as a single unit. Individual items from a bundle are not eligible for separate replacement claims unless the specific item arrived damaged, defective, or incorrect.
5.2 Items received free as part of a promotion are not eligible for replacement on their own.
6. Failed & Returned Deliveries
If a parcel is returned to us because of an incorrect address provided at checkout, or repeated failed delivery attempts, we will contact you to arrange redelivery. Redelivery fees apply and are borne by you. We do not issue refunds for failed deliveries caused by incorrect address information or missed delivery attempts.
7. How to Report an Issue
- WhatsApp +601116284782 or email homeapothec@gmail.com
- Include your order number, the item(s) concerned, the reason, and photos where relevant
- We will respond within 2 business days with the next steps
8. Your Statutory Rights
This policy operates in addition to, and does not replace, your rights under the Consumer Protection Act 1999, including implied guarantees of acceptable quality and fitness for purpose. Eligible disputes may also be referred to the Tribunal for Consumer Claims Malaysia (TTPM).