Refund policy
Thank you for shopping with Pentavite Malaysia.
We want you to be satisfied with your purchase. As we sell vitamins, dietary supplements, and health-related products, all returns and refunds are subject to product safety, hygiene, and quality control requirements. Please read the policy below before submitting a return, refund, exchange, or replacement request.
1. Return Eligibility
You may request a return within 15 days after receiving your order, provided that:
-The product is unopened, unused, and in its original packaging
-The product is in the same condition as received
-The product has not been damaged, opened, consumed, or improperly stored after delivery
-Proof of purchase is provided
-The return request has been reviewed and approved by our customer service team
For safety and hygiene reasons, opened or used products cannot be returned for change of mind or non-quality-related reasons.
2. Non-Returnable Items
The following items are not eligible for return, refund, or exchange, unless required by law or approved by our customer service team:
-Opened, used, or partially consumed products
-Products with damaged or missing original packaging caused after delivery Products that have been improperly stored after delivery
-Products returned without prior approval
-Products purchased from unauthorized channels
-Products affected by customer misuse, mishandling, or failure to follow storage instructions
-Clearance, free gift, sample, or promotional items, unless defective or incorrectly supplied
3. Wrong Item, Missing Item, or Incorrect Order
If you receive the wrong item or your order is missing any item, please contact us as soon as possible after receiving your parcel.
To help us verify the issue, please provide:
-Order number
-Order screenshot or order confirmation
-Clear photos of the parcel, shipping label, product(s), and packaging
-Unboxing video or multiple unboxing photos, where available A brief description of the issue
After verification, we may arrange one of the following solutions:
-Replacement
-Missing item reshipment
-Exchange
-Refund, where applicable
If the issue is verified to be caused by our warehouse or fulfilment process, the related replacement or re-delivery cost will be borne by us.
4. Damaged Product or Parcel If your product or parcel is damaged upon delivery, please contact us within 7 days from the date of delivery.
Please provide:
-Order number
-Clear photos or videos of the damaged product
-Photos of the outer parcel, inner packaging, shipping label, and product condition Description of the issue
We will review the case and may coordinate with the warehouse or courier for investigation. Depending on the result, we may offer a replacement, reshipment, refund, or other suitable solution.
5. Product Quality Concern
If you believe there is a product quality issue, please stop using the product and contact us with:
-Order number
-Product name
-Batch number / expiry date, if available
-Photos or videos of the product condition
-Description of the concern
Our team will review the case and may request additional information before confirming the next steps. Opened products are generally not eligible for return unless the issue is verified as a product quality concern.
6. Return Approval Required
Please contact our customer service team before returning any item. Returns sent without prior approval may not be accepted or processed.
Please do not send any return parcel by cash-on-delivery or freight collect. Parcels sent by cash-on-delivery may be rejected.
Once your return request is approved, our customer service team will advise the return method, pickup arrangement, or return address where applicable.
7. Return Shipping Fee
For approved returns, exchanges, or replacements, our customer service team will advise whether return shipping or pickup will be arranged.
If the return is due to a verified wrong item, missing item, damaged parcel, or fulfilment error, the related shipping or replacement cost will be borne by us.
For other approved return cases, the return method and shipping arrangement will be confirmed by our customer service team before the item is returned.
8. Refund Process
Refunds are subject to review and approval by our customer service team.
If a refund is approved, it will usually be made to the original payment method where possible. The actual refund processing time may depend on the payment provider, bank, card issuer, or payment platform.
Shipping fees, if any, may not be refundable unless the refund is due to our error, such as wrong item, missing item, or damaged product verified upon review.
9. Exchange or Replacement
For approved wrong item, missing item, damaged item, or fulfilment-related cases, we may arrange replacement or reshipment.
Replacement or reshipment time may include warehouse processing time and courier delivery time.
10. Contact Us
For return, refund, exchange, or order-related enquiries, please contact us at:
Email: Pentavite_MY@by-health.com
Please include your order number when contacting us.
