Return and Refund Policy

The policy is only applicable for home delivery shopping via Kalbe Malaysia Sdn Bhd.

  1. In what scenarios can I request for a refund or replacement?
    Refund or exchange of products can be arranged under the following reasons:
    • If any Product has been delivered in a damaged or defective condition; or
    • if the Product is out of date or expired; or
    • if the wrong Product which is different from the Order is delivered.
  2. How can I request a refund or replacement for my purchases?
    Kalbe Online Store shall use its best efforts to ensure that orders are correctly fulfilled. Should there be any discrepancy of products delivered and the customer wishes for return and refund, please notify us by sending an email to our official email address kalbemalaysia2022@gmail.com and complete below details for our customer service team to react quickly to the return issue:
    • Full Name
    • Purchase Receipt
    • Email Address
    • Contact Number
    • Home Address
  3. Please be notified that our customer service team will contact the customer as soon as possible to ensure customer excellent experiences shopping with us.
  4. What if the order which I have received is incomplete/ inaccurate?
    • If a Product which was ordered and invoiced is not included in the delivery, Kalbe Online Store shall either refund the customer the value of that Product, or replace the Product.
    • If the customer has been charged for a Product which has not been delivered, Kalbe Online Store shall refund the customer the value of the product as originally charged to the customer.
  5. In some rare cases, there may be minor differences or defects on the product packaging. In the case where the differences or defect does not affect product usage, refund will not be possible.
  6. What if I have been charged more than the value of the product as displayed on the site?
    If a customer is charged more than the value of a product as displayed on the site when the customer makes its order, Kalbe Online Store shall refund to the customer the difference.
    All refunds will be made via the same mode of payment within 2 months and depending on the appointed bank refund policy in which your receipt of the refund will depend on the period of time your financial institution takes to finalize the refund. Kalbe Online Store shall not be liable with respect to any loss, damage, cost or expense that you or any person may incur as a result of any delay in your financial institution processing the said refund.