Shipping & Delivery Policy
These Shipping & Delivery Conditions (“Conditions”) govern all orders placed through the KENS Apothecary website. By submitting an order, you agree to be bound by these Conditions in addition to our Terms of Use. In the event of inconsistency, these Conditions shall prevail.
1. Order Processing and Acceptance
1.1 By selecting products and proceeding to checkout, you make a binding offer to purchase the selected items. This offer remains subject to our acceptance.
1.2 Acceptance of your order occurs only upon dispatch of the goods, as confirmed by a dispatch confirmation email.
1.3 We reserve the right to refuse or cancel any order in our sole discretion, including but not limited to where:
- The product is discontinued or unavailable;
- Payment authorisation is declined;
- Eligibility criteria are not met; or
- Any other lawful reason arises.
2. Processing Times
2.1 Orders are normally processed within one (1) to two (2) business days.
2.2 Processing times may vary during public holidays, weekends, or peak promotional periods.
3. Delivery Times
3.1 Standard delivery is estimated at three (3) to five (5) business days following dispatch.
3.2 Delivery timelines are indicative only and do not constitute a guarantee. We shall not be liable for delays outside our reasonable control.
4. Shipping Method
4.1 All deliveries are carried out by NinjaVan.
4.2 No alternative shipping methods are available at checkout.
4.3 Where certain items in your order are unavailable at the time of dispatch, we reserve the right to deliver available items separately.
5. Delivery Charges
5.1 Delivery charges are as follows:
- West Malaysia: RM15 flat rate
- East Malaysia: RM30 flat rate
- Complimentary delivery for orders exceeding RM450 (West Malaysia) or RM550 (East Malaysia)
5.2 Delivery charges are subject to change at any time without notice. The charges applicable at the time of order shall apply.
6. Cancellations
6.1 Orders may only be cancelled prior to dispatch.
6.2 Once dispatched, orders may not be cancelled, modified, or redirected. Customers are therefore advised to verify details prior to payment.
7. Transfer of Risk and Title
7.1 Risk of loss or damage passes to you upon delivery at the designated shipping address.
7.2 Title to the goods transfers concurrently at the point of delivery.
8. Undeliverable Orders
8.1 Orders returned to us due to an incomplete or incorrect address, or the unavailability of the recipient, may incur additional charges for redelivery.
8.2 We shall not be responsible for non-delivery resulting from inaccurate or incomplete information supplied by the customer.
9. Lost or Undelivered Parcels
9.1 Any claim for a missing or undelivered parcel must be reported to us within twenty-four (24) hours of the last tracking update.
9.2 We will liaise with NinjaVan to investigate the issue.
9.3 We shall not be held liable for delays, losses, or damages except where caused directly by our negligence.
10. Amendments
We reserve the right to amend these Conditions at any time without prior notice. The version in force at the date of order shall apply.
11. Governing Law
These Conditions 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.
