Returns, Refunds & Exchanges Policy 

This Returns, Refunds & Exchanges Policy (“Policy”) governs all requests for return, refund, or exchange of products purchased from the KENS Apothecary website. By completing a purchase, you agree to be bound by the terms set forth herein. 

1. Eligibility for Returns 
1.1 Returns are only accepted under the following circumstances: 

• The product received is faulty or damaged; 
• The product received is incorrect; or 
• The product has caused an allergic reaction (supported with a valid medical certificate). 

1.2 To be eligible, the product must be unused, unopened, and in its original condition and packaging. All returns are subject to inspection and approval. 

2. Notification of Defects or Errors 
2.1 You must notify us of any defective, damaged, incorrect product, or allergic reaction within forty-eight (48) hours of delivery. 
2.2 Notification must be made to hello@kensapothecary.com.my with supporting evidence, including the order number, description of the issue, and photographic proof (where applicable). 
2.3 Failure to notify us within the specified timeframe may result in the claim being declined. 

3. Refunds 
3.1 Refunds shall only be granted if replacement or exchange is not possible. 
3.2 Refunds will be processed using the original method of payment within fourteen (14) working days of approval. 
3.3 Delivery fees are non-refundable, save where the returned product was defective, damaged, or incorrect. 

4. Exchanges 
4.1 Exchanges are subject to availability of stock. 
4.2 Where a replacement product is available, it will be dispatched upon receipt of the returned item. 
4.3 The exchange process typically requires fourteen (14) working days, excluding weekends and public holidays. 

5. Non-Returnable Items 
5.1 For hygiene and safety reasons, returns are not accepted for: 

• Products that have been opened or used; 
• Products not in their original condition and packaging; 
• Samples, gift cards, promotional items, and GWPs. 

6. Return Procedure 
6.1 To initiate a return or exchange, you must: 

• Contact us via hello@kensapothecary.com.my or the “Chat with Us” function; 
• Provide your order number, reason for return, and supporting evidence; and 
• Follow the instructions provided by our customer service team. 

6.2 We will arrange for collection of defective, damaged, incorrect items, or items returned due to allergic reaction, at no additional cost. 
6.3 In all other cases, customers may be responsible for return shipping costs. 

7. Store Credit 
Where replacement stock is unavailable and a refund is not feasible, store credit may be issued at our discretion. 

8. Amendments 
We reserve the right to update or amend this Policy at any time without prior notice. The version in effect at the time of purchase shall apply. 

9. Governing Law 
This Policy shall be governed by, and construed in accordance with, the laws of Malaysia. The courts of Malaysia shall have exclusive jurisdiction in respect of any dispute.