Delivery Policy

Domestic Delivery

SHIPPING PROCESSING TIME

All orders are processed within 2-3 business days. Orders are not shipped or delivered during weekends and public holidays.

If we are experiencing a high volume of orders, shipment may be delayed for a few days. Please allow additional days for delivery. We will contact you via email or telephone if a significant delay in the shipment of your order is expected.

SHIPPING RATES

West Malaysia (including Langkawi)

  • Shipping fee: RM15 (flat rate)
  • Free shipping: Spend RM150 and above in a single transaction.
  • Only applicable for deliveries within West Malaysia.

East Malaysia (Sabah & Sarawak only)

  • Shipping fee: RM30 (1kg and below)
  • For every additional 1kg: RM15

Labuan

  • Shipping fee: RM30 (1kg and below)
  • For every additional 1kg: RM15

Singapore*

  • Shipping fee: RM45 (1kg and below)
  • For every additional 1kg: RM15

*Shipping fee does not include additional charges based on import tax and duties levied by the respective countries outside of Malaysia.

International Delivery

As an international consumer, please do your research to ensure that there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information. It is your full responsibility to verify the customs, duties charges, and procedures in your country prior to placing your order.

If customs fees and charges are refused at the time of delivery, your order will be returned and you will not receive a refund for shipment costs.

Return Policy

General

  1. Our return policy is 7 days. Unfortunately, we cannot offer you a refund or exchange once 7 days have passed upon the receival of your purchase.
  2. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  3. To complete your return, we require a receipt or proof of purchase.
  4. There are certain situations where only partial refunds are granted: (if applicable)*
  • *Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • *Any item that is returned more than 7 days after delivery.

Refunds (if applicable)

  1. Once your returned item(s) is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund.
  2. If your refund is approved, the credit will be automatically refunded to your credit card or original method of payment within 5 business days.

Late or missing refunds (if applicable)

  1. If you haven’t received a refund after a set amount of time, please check your bank account again.
  2. Then, contact your credit card company as it may take some time before your refund is officially posted.
  3. Next, contact your bank. There is often some processing time before a refund is posted.
  4. If you’ve done all of this and you still have not received your refund yet, please contact us at info@kaisarpharmacy.com.

Sale items (if applicable)

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@kaisarpharmacy.com and send your item to:

Kaisar Pharmacy Taman Dato Harun (Headquarters)
No 10-1, 11-1,
Jalan PJS 2/16A,Taman Maju Jaya,
46000 Petaling Jaya,
Selangor.

Gifts

  1. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
  2. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you at a later date, we will send a refund to the gift giver and they will be notified about your return.

Shipping

  1. To return your product, please mail your product to:
    Kaisar Pharmacy Taman Dato Harun (Headquarters)
    No 10-1, 11-1, Jalan PJS 2/16A,
    Taman Maju Jaya,
    46000 Petaling Jaya,
    Selangor.
  2. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  3. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
  4. If you are shipping an item over RM250 or USD80, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.