Q I developed allergy from a product. Can I exchange the particular product for other new product?
A Sure, we will glad to exchange other new product for you!
Q Do I have to pay for return shipping? And, what is your exchange policy?
A Our FREE EXCHANGE policy remains for 30 days from the date you receive your order and it is ONLY applicable to defective product (including expired product) delivered to you, missing of any item or delivery of the wrong or different item. We will bear your return shipping cost and free re-delivery service provided by us will be available to your original delivery address too!
Furthermore, you can ask for product exchange when you change your mind within 30 days from the date you receive your order! And, we charge “0” administration fee! What you need to do is simply inform us what product you wish to exchange and then proceed to return us the old product.
Good news! We will now even accept your exchange request for other new product if any beauty product caused SKIN ALLERGY on your face. Just simply return us the used beauty product for exchange.
* In the event that you change your mind, please note that we will not be liable to your return shipping when you wish to exchange for other product. Free re-delivery service provided by us to your requested address will be subjected to the minimum order of the site.
* Please note that we will not be liable to your return shipping when you return a product for exchange due to skin allergy issue. Free re-delivery service provided by us to your requested address will be subjected to the minimum order of the site. We are happy to exchange any same value product with you. However, you may be required to top up the outstanding amount if the value of a new product is more expensive. And, there will be no refund for a lower value new product.
* We will not accept any exchange request within our 30 days limited period of time if:
- packaging of the product itself is opened by you and caused the product not resalable; or
- a product has been used but did not cause skin allergy.
Q How do I return a product?
A If you are entitled for free return shipping as per our terms & conditions abovementioned, please contact us and we will arrange Poslaju parcel pick up service for you at your place/office located at every corner of Malaysia. And, the cost will be on us. Yes, it is as simple as that!
You are not required to fill up any form for your return parcel. However, please ensure that your parcel is properly packed and sealed as its original condition before passing it to Poslaju staff. Poslaju reserves the right to refuse the collection of parcel if it is not packed in good condition.
Q When can I receive my exchange product?
A You are able to receive your new product after 5 to 10 business days from the date you return your old product to us for exchange. If you do not receive your new product within 10 business days, please contact our Customer Experience Agent on +6017 756 9880, Monday to Friday, 9am to 6pm. Or simply email us at firstname.lastname@example.org for inquiry.
Q The product is not as effective as I thought. Can I request to exchange after using it?
A We regret to inform you that no exchange will be accepted once a product has been opened or used, and when it does not lead to skin problem.
Q The product’s shelf life is shorter than I expected. Can I exchange?
A Many beauty products have a shelf life of 3 years from the manufacturing date, and are not considered unusable until past the expiry date. So, we will not accept any exchange request for this reason.
At Gembira, we completely understand your concern on expiring product. We strive not to send you any product with expiry date less than 6 months. So, why should you worry about shopping with us?
Q The product is damaged when delivery. Can I exchange for a new one?
A Sure, we will be liable to exchange if the product is damaged when delivery. We will bear your return shipping cost and re-delivery service to your delivery address will be free too. What a free-risk e-commerce site!