Shipping policy

PAYMENT & SHIPPING POLICY

1. INTRODUCTION

1.1 This policy governs on the payment of all purchase of AEMIS products, namely Relazz and Probiome on Wellous’s AEMIS e-store platform (the "Site”) developed by Wellous Sdn. Bhd. [Company Registration No.: 201601035931 (1206872-W)] (“WELLOUS”, “we”, “our” or “is”). By accessing, registering and/or using WELLOUS’s services on the Site, you (the “buyer”, “user” or “customer”) agree to be bound by the terms and conditions of this payment policy (“Policy”), and you shall be aware that each of the terms and provisions of this Policy may be modified from time to time. IF YOU DO NOT AGREE TO THE TERMS AND CONDITIONS HEREIN, YOU SHALL NOT USE OR ACCESS THE SERVICES AND YOUR UNAUTHORISED USE SHALL BE AT YOUR OWN RISKS AND WE WILL NOT BE HELD LIABLE THEREIN.

1.2 This Policy applies to your use of our payment processing services and/or any related services.

2. GENERAL

2.1 This Policy applies when you open and/or register account with Wellous on the Site and using the Site’s online payment system.

2.2 WELLOUS engages third party payment system provider for payment collection, and we reserve the right to delay or reject a transaction from any user or otherwise suspend an account if we suspect the transaction or an account is being used without authorization, fraudulently, suspiciously or is otherwise unusual based on prior transaction activity and application of our internal fraud controls.

3. TERMS AND CONDITIONS OF PAYMENT

3.1 USER

General:

Payment Methods:

Our Site accepts the following payment methods: -

    • Credit Card/Debit Card (“Cards”)
    • Instalment Purchase Plan
    • FPX
    • Cash-On-Delivery

i) Such list of payment methods may be modified by us from time to time. We may restrict the available payment method to manage risk or based on the type of transaction. User may be required to verify that you control or has ownership of the Cards or Bank Accounts.

ii) User should understand that use of the services may result in charges to user for the services or goods you receive from a third-party provider (“Charges”). After user have received services or goods obtained through user’s use of the WELLOUS’S services, WELLOUS will facilitate user payment of the applicable Charges on behalf of the third-party provider as such third-party provider’s limited payment collection agent. Payment of the Charges in such manner shall be considered the same as payment made directly by user to the third-party provider. Charges will be inclusive of applicable taxes where required by laws in Malaysia. Charges paid by user are final and non-refundable, unless and otherwise determined by WELLOUS.

iii) All Charges are due immediately and payment will be facilitated by WELLOUS using the preferred payment method designated in user’s account once user confirmed and placed the order via our Site. WELLOUS will send user a receipt by email. If user primary account payment method is determined to be expired, invalid or otherwise not able to be charged, user agree that WELLOUS may, as the third-party provider’s limited payment collection agent, use a secondary payment method in user’s account (if any).

iv) In the event that user is unable to honor any order and/or purchase, user may cancel reservation before the order is confirmed. We advise and/or urge that user’s cancellation be done in a timely manner.

v) If user decide to cancel order and/or purchase after the order is confirmed, and/or prepared, all payments made are non-refundable and user hereby agree that you has no rights to claim and/or demand for any losses and/or expenses arising out of or in connection with user use of our services.

4. SHIPPING

Upon successful payment made by the user and/or customer, our warehouse will arrange the shipment and the packaging of the product(s). Once the product(s) purchased is packed and we will proceed to drop off the same product(s) at our designated courier partners for delivery purpose. We will notify you of the status of shipment arrangement by sending you an email provided by you with a tracking number.

You shall check with your purchase order before making any and/or all payment, and you shall request to amend your purchase order before the product(s) is shipped out which will be updated via the tracking number that we will provide to you.  Any and/or all requests for amendment of your purchase order after the product(s) is being shipped out will not be allowed or entertained by us. 

Delivery lead time:

The time required for the delivery of product(s) to your designated address may vary and depends on the distance and the location of your designated destination. We will provide you the estimated delivery time given by our courier partners via the tracking number for the update of the delivery status. 

5. REFUND, RETURN AND COMPENSATION

a) User and/or customer shall check the quality of items received, if any defect, user and/or customer shall make report and/or complaint to WELLOUS within fourteen (14) days from the time of receipt but once the user and/or customer click “confirm” button which shall have signifies that the user and/or customer accept the item without any issues, WELLOUS shall not be liable for any subsequent complaint and/or any item defect.

b) User may entitled to replacement or return of item, exchange of product and/or compensation only in the case of defective product or wrong product delivered subject to the determination at WELLOUS’s sole discretion after investigation of the report and/or complaint made by the user, if any of the following events happen:-

i) Allergies or other effect that is harmful to your health caused by the products ordered from our Site; 

ii) Products are not in merchantable quality or not suitable for consumption; OR

iii) Products delivered are not the products as ordered and paid.                                            

For event (i) We will liaise with you for the incident, if necessary to make reasonable compensation subject to the defective products are returned to us and the result of our investigation indicate that the allergic or other effect is due to our products; Event (ii), We will request customer to return the products in issue to us in the event that the products are not consumable due to delivery process or storage condition; Event (iii), We will request purchase order from the customer and check with our warehouses and/or delivery partner and if necessary to ship the replace item immediately upon confirmation of the incident. 

c) For any complimentary or free item(s) (“Free Products”) received by you via a qualifying purchase or through any promotion package during a sales period, returns shall be handled as follows:

i) If the qualifying purchase is returned in whole or in part, this shall negate your qualification to receive the free products and all of the free products shall be returned us otherwise you shall be charged for the costs of the free products.

d) Full Refund

The full refund option is only available to Singapore’s customer, the following provisions shall apply notwithstanding anything to the contrary in this Policy:-

(a) Unless otherwise required by the applicable laws, WELLOUS will provide a full refund on the products within a period of sixty (60) days from the date of distribution of the products shipped to the customers if the products are in a resalable and unopened conditions (save as except for defective products) and you shall return such products to the address as notified by us within twelve (12) days from the date of such full refund request being made.

(b) For avoidance of doubt, WELLOUS will not be responsible for the costs of returning the products, which shall be borne by the user. The full-refund request shall cause promotions and credits (if applicable) to be adjusted accordingly.

e) Compensation

In the event that you request for compensation from us, you shall provide us the following:-

  • Proof and/or documents for the issue (e.g. medical report due to allergy);
  • Proof of purchase; and
  • Return the relevant product to us.

Once the above requirements and documents are provided and fully satisfied, our team will investigate the event, and we may request for more details and information from you should the situation demand the same.

f) Return and/or Exchange of Product(s)

The following procedures apply to all return and/or exchange:

  1. Customer who purchased the products must return the products at the location designated by us.
  2. The product(s) must be returned in its original condition, with original tags and/or packaging intact.
  3. The defective or wrong product(s) may be replaced before the defective or wrong Product(s) are returned to the us subject to review on a case-by-case basis. In the event that you do not return the defective or wrong products, you shall be charged for the costs of the replacement products.
  4. In the event that the customer request for exchange of product(s) which is higher in value than the product that you have purchased, you shall top up the difference in the purchase price. If the product exchange is lower in value than the product that you have purchased, we will issue a credit note to you for the next purchase. Any and/or all exchange of product are subject to our investigation and approval. We will notify you via email on the result of our investigation on whether that the exchange of product request is approved or rejected. If we approve your exchange of product request, we will ship the replace/exchange product within 7-10 working days to the shipping address as designated by you subject to the payment is fully settled (if any) and also the original purchased product is returned to us. In the event that you opt for Instalment Purchase Plan as your payment mode, you shall continue paying and settle your due and owing remaining instalment payment, and we shall not be responsible for any and/or all instalment payment.

In any event that the customer request to return the item, user and/or customer shall provide with all the necessary information for instance, purchase order ID, the reference for item purchased and the reason for item return, failure of which, the request for return or replacement of item will not be entertained by us. Upon satisfied all the requirements, WELLOUS will inform the user and/or customer to return the item at the designated location. We will inspect the item returned and investigate the event complained upon receipt of the item returned by the user. If the report and/or complaint is valid, WELLOUS will proceed with your request and/or replace the defective items to the user and/or customer.

User should be aware that certain delivery and/or shipping fees may incur during the return process, user shall bear the cost of shipping for the return items.

WELLOUS will redress the issue within 14 days upon receipt of the item returned provided that the customer also provides with all the necessary information for instance, purchase order ID, the reference for item purchased and the reason for item return.

WELLOUS will make the necessary compensation or refund or process the return and/or replacement of items within 14 days upon confirmation that the incident is due to our fault provided that the customer makes the report and/or complaint within fourteen (14) days from the incident. 

If the user decided to return the item, the user must ship the item to a location designated by WELLOUS within three (3) calendar days after the return request is raised.

              User may lodge any complaint or the written notice for refund, compensation sum and/or replacement or return of item by contacting the below:

i)    E-mail: acc.operation@wellous.com

ii)  Helpline:  +603 2856 3946

6. POLICIES ON ANTI MONEY LAUNDERING ACTIVITIES

Wellous has established a set of policies and procedures in an effort to counter the risk of money laundering and financing of terrorism in compliance with the provisions of Anti-Money Laundering, Anti-Terrorism Financing and Proceeds of Unlawful Activities Act 2001 (“AMLA”). The policies and procedures encompass the following:

i) Training and education on the subject matter to all employees; and

ii) Ensuring prompt reporting of suspicious transactions to Bank Negara Malaysia.