Return Policy

1. Return Policy Overview

Promedix strives to ensure that all orders are fulfilled accurately and delivered in good condition. This Return, Refund and Exchange Policy applies only to purchases made through the Promedix online platform operated by Medix Wellness Sdn. Bhd. (202201033212 / 1478909-D).

If there are any discrepancies with your order, please contact our customer service team within 7 days from the date of receiving the goods.

2. Contact for Return Requests

Customers who wish to report damaged, defective, or incorrect products may contact us through the following channels:

  • Tel: +603 4043 2699
  • Email: medix.wellness@aim-net.com.my

3. Conditions for Exchange or Return

Exchange or return requests may be accepted under the following conditions:

  • The product delivered is damaged or defective.
  • The product delivered is expired.
  • The product delivered is different from the item ordered.

All returned items must be in their original condition, unused, and in their original packaging with the complete quantity delivered.

Items purchased as part of a bundle, set, or multi-item pack must be returned as a complete set.

4. Non-Returnable Items

Certain items may not be eligible for return or exchange due to health and safety regulations related to pharmaceutical and healthcare products.

  • Opened or used healthcare or pharmaceutical products
  • Items marked as non-returnable or non-exchangeable
  • Products damaged due to misuse or improper storage

5. Return Process

Customers who wish to return products purchased online must arrange the shipment of the item to our return centre using a postal or courier service.

Customers are advised to use a shipping method that provides proof of postage or tracking information. Until the returned item reaches us, the parcel remains the responsibility of the customer.

Return shipping fees will be borne by the customer unless the returned product is verified as damaged, defective, expired, or incorrect.

6. Exchange Policy

Approved exchanges may only be made for the same product or a product of equal or lower value.

If the exchanged product is of lower value than the returned item, the price difference will not be refunded.

7. Refund Policy

If an exchange or replacement product is unavailable, customers may request a refund through one of the following methods:

  • Refund to store credit or membership account value.
  • Refund to the original payment method used during purchase.

Refunds processed through payment gateways or banks may take approximately 14 to 30 working days depending on the financial institution's processing timeline.

8. Limitation of Liability

Promedix shall not be responsible for any delays caused by financial institutions during the refund process.

We shall not be liable for any loss, damage, or expenses incurred as a result of such delays beyond our reasonable control.

9. Return Address

Returned products should be sent to the following address:

Medix Wellness Sdn. Bhd.
No.18, Jalan Balam, Off Jalan Ipoh
51100 Kuala Lumpur
Malaysia