Refunds, returns, and exchanges

We accept returns up to 14 days after delivery date and to be eligible for a return, your item must be in the same condition that when you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

In the event that your order arrives damaged in any way, please email us as soon as possible at sales@kensapothecary.com.my with your order number and photos of the item’s condition with the consignment note. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 14 working days have passed since we’ve approved your return, please contact us at sales@kensapothecary.com.my.

If you have any further questions, please don't hesitate to contact us at sales@kensapothecary.com.my or click on chat with us button.