Shipping, Cancellation, and Refund Policy

SHIPPING, CANCELLATION, AND REFUND POLICY

在发货之前取消订单

如果您在我们的仓库发货之前取消订单，您将不会被收取任何额外费用。买家只需要通过向 support@hocheemeng.com.my 发送电子邮件提交取消请求。

一旦收到取消请求，我们将启动全额退款程序。我们建议您在提交订单后的12小时内提出取消请求，以便在商品发货之前进行取消。

Cancellation Prior to Shipment

If you cancel your order(s) before it ships from our warehouse, you will not be charged any additional fees. We require a cancellation request to be submitted by emailing us at support@hocheemeng.com.my

Once the cancellation request is received, a full refund will be initiated. We would advise a cancellation request within 12 hours upon your order submission in order for a cancellation prior to goods shipment

退货政策

以下是在商品发货/收货后申请退货的政策：

所有出售的商品均不予退款，除非出现以下情况：（i）未成功送达；（ii）错送货物；（iii）货物在运输途中受损。
只有通过https://www.hocheemeng.com.my在线商店直接购买的商品才有资格退货。
通过其他零售商购买的何济明传统中药制造商产品不适用于此政策，必须遵守各自零售商的退货和退款政策。
如果符合以下条件，则商品有资格退货：

不正确的：
商品不是您订购的商品。商品与订单摘要中所示的不同，或包装内有遗漏物品。
受损的：
在收到货物时发现商品已受损。商品已被篡改/重新加工或修改。客户需承担所有退货运费。退货仅适用于完整的https://www.hocheemeng.com.my在线商店产品。
退回的商品必须满足以下要求：
商品必须在收到货物后7个工作日内发回我们手中（由邮政或快递公司的收据证明）。
您必须提供购买证明（订单发票号码和收据）。
商品必须处于全新状态，并在其原始包装和随附的免费赠品中退回。所有包装必须是未使用、未标记和未损坏的。
商品必须在原始盒子中退回（或至少配有适当的包装），以保护产品在退回途中免受损坏。

一旦付款确认，将不允许更改订单或取消订单。任何因改变主意而取消的订单都将不被接受。
我们保留拒绝任何不适当或不合理的取消和退款的权利。

Return Policy

The following are the policies to be eligible for return requests after shipment/ receipt of goods:

All goods sold are non-refundable except (i) Failed Delivery (ii) Wrong Delivery and (iii) Damaged good during delivery.
Only items that have been purchased directly from https://www.hocheemeng.com.my Online Store can be eligible for a return.
Any Ho Chee Meng TCM Manufacturer product purchased through other retailers is not eligible for this policy and must be in accordance to the respective retailers’ returns and refunds policy.
Goods are eligible for a return if the following are applied:

Incorrect:
The item is not the item you ordered. The product name is different from what is indicated on the order summary, or there are missing items inside the packaging.
Damaged:
The items is found to be damaged upon receipt. Items has been tampered/refurbished or modified. Customers will be responsible for all shipping charges to return goods. Returns are applicable only for a complete https://www.hocheemeng.com.my Online Store product.
Returned items must meet the following requirements:
The item must be shipped back to us within 7 working days upon receipt. (as proved by the postal or courier receipt).
You have proof of purchase (order invoice number and receipt).
Item must be in new condition and returned in its original packaging and free gifts received with it. All packaging must be unused, unmarked and not defaced in any manner.
Item must be returned in the original box (or with, at least, suitable packaging) to protect the Product from damage during return delivery.

Change of order and cancellation of order will not be permitted once payment has been confirmed. Any cancellations due to a change of mind will not be accepted.
We reserve the right to reject any cancellation, refund that deemed unfit or unreasonable.

退款政策

在我们收到并检查退回的商品后，将发出全额退款。一旦退回的商品符合我们的退货政策，将启动全额退款。退款的方法将根据您的原始付款方式进行处理：

在线银行转账，全额退款将通过在线银行转账方式存入您的银行账户中，应在3-5个工作日内到账。
信用卡退款服务，退款将发送到发卡银行。

请与您的发卡银行联系以了解信用退款的持续时间。

REFUND POLICY

Your full refund will be issued once we have received and examined the returned goods at our return center. Once the returned goods fulfil our return policy, the full refund will be initiated. The method of refund will be processed depending on your original payment method:

Online Bank Transfer, full refunds will be credited into your bank account via online bank transfer, which should be posted within 3-5 working days.
Credit card refunds services, refunds will be sent to the card-issuing bank.

Kindly contact your card-issuing bank with regards to the duration of the credit refunds.

运输政策

运输地址

我们只会发货到您在购买时提供的账单地址或发货地址。

请确保在完成订单时提供正确的地址和可联系到的电话号码。我们不会将商品发送到邮政信箱（P.O.Box），只发送到有效的合法运输地址。

如果提供的运输地址不正确并导致商品退回给我们，我们将不承担任何责任。

所有重新发货给您的商品都将收取关联的运输费用，这些费用将在第二次交付尝试请求时披露。

更改运输地址

如果您有更改运输地址的请求，请在订单提交后的12小时内发送电子邮件至support@hocheemeng.com.my。

如果在订单确认后24小时内请求更改运输地址，则客户将负责任何相关的运输费用。

运输时间

商品通常需要2-5个工作日（周一至周五）才能到达您的目的地。发货将在工作日上午9:00至下午5:00之间交付。

追踪号码

一旦我们的运输合作伙伴接收到商品，包裹的跟踪ID将可用。所有通信将通过电子邮件/移动应用程序/短信进行。

对于非有形产品或服务，订单和收据的确认将通过电子邮件/移动应用程序/短信进行。购买证明、发票或交货单将可用。

如果认为必要，我们保留随时修改此政策的权利，无需事先通知或得到客户的批准。

SHIPPING POLICY

Shipping Address

We will only ship to addresses provided in the billing address or shipment address provided during your purchase.

Please ensure correct addresses and reachable phone number are provided when completing your order. We do not ship to P.O Boxes (Post-Office Box) and only to valid legitimate shipping addresses.

We will not be liable in the event of an incorrect shipping address is provided and goods are returned to us.

All re-delivery of goods to you will be charged for a associated shipping charges which will be disclosed upon request for a second delivery attempt.

Change In Shipping Address

If you have any request for change of shipping address, please email us at support@hocheemeng.com.my within 12 hours upon your order submission.

If request of change in shipping address is made after 24 hours upon order confirmation, customers will be responsible for any associated shipping charges.

Shipping Time

It typically takes between 2-5 working days (Monday to Friday) for goods to arrive at your destination. The shipment will be delivered during office hours between 9:00 am to 5:00 pm weekdays only.

Tracking Number

Once goods is picked up by our shipping partner, the tracking ID for the package will be available. Any communication is to be via email/mobile app/sms.

For non-tangible products or services, confirmation of order and receipt will be communicated via email/mobile app/sms. Proof of purchase, invoice or delivery order will be available.

We reserve the right to amend this policy from time to time if deemed necessary, in which no prior notification or approval from the customer is required.