1. If any product(s) received is damaged or defective, please contact our Customer Service within 7 calendar days from the time you receive the order. You may contact our Customer Service for assistance, Monday to Friday, 9am - 6pm. We will ask you to provide your order number, information and photos of the affected product(s), related shipping and delivery issues and more detailed inquiries. Our Customer Service contact is as stated below:
2. You can arrange a product(s) exchange with our customer service for the following reasons:
a. If the products received are in damaged or defective condition; or
b. If the product is near expiry (less than 3 months to the date) or expired; or
c. If the product received is different from the order.
*For Sea Cucumber, Bird's Nest, Cordyceps Sinensis, Porcupine Dates and other precious products will not be included in the Exchange Policy, we have repeatedly reviewed and confirmed before selling / shipment. Therefore, if we receive complaints or feedback, we will take this matter seriously and require customers to cooperate with our work process.
3. Product(s) to be exchanged shall be returned in the original condition, quantity and packaging in which they were originally delivered to the customer, together with proof of purchase.
4. Product(s) may not accept for any exchanges for the following reasons:
a. Product(s) damage or defect caused by personal factors; or
b. Clearance specials product(s) (Expiry date has been shown on the product page), giveaways item
5. Once the order has been placed, the order purchased cannot be changed or canceled due to personal factors.
6. Exchanges may not be accepted after 30 calendar days from the time you receive the order.
7. Herbal Farmer reserve the right to refuse an exchange if the product(s) being exchanged does not meet our exchange policy guidelines.
* This Exchange Policy applies to orders on the official website, all outlet purchases, other shopping platforms such as Shopee and Lazada, and third-party live streaming sales platforms.
* 30-day exchanges will be start counted when the day of the parcel status of the courier company shows successful delivery.
For more details or inquiries on exchange policy, please contact our Customer Service as stated below:
WhatsApp：+60 11 5502 1335