We are committed to providing high-quality products and excellent service. If you are not satisfied with your purchase, you can return or exchange it according to the following policy.

1. Return Policy

1.1 Return Period:

o You can request a return within 24 hours from the date of purchase. Please make sure to contact us within this time frame so we can process your return promptly.

1.2 Return Conditions:

o The product must be in its original condition, unused, and with all packaging intact. All original tags, accessories, manuals, and other attachments must be returned.

o A proof of purchase, such as a receipt or invoice, is required. Without proof of purchase, we will not be able to process your return request.

o Certain items (e.g., meat rolls, meat slices, and specially customized products) are not eligible for return. Please check the product details page before purchasing.

1.3 Return Process:

o Contact Customer Service: Please contact our customer service team within 24 hours via phone or email, providing your order number, reason for return, and proof of purchase (such as a receipt or invoice). We will respond to your request within 24 hours to confirm if it meets the return conditions.

o Prepare the Return Item: Place the item along with all accessories and original packaging into a box. Ensure the package is securely sealed to prevent damage during shipping. Improper packaging that leads to product damage may affect your refund.

o Choose a Shipping Service: You may choose any reliable shipping service to return the item to us. We recommend using a service with tracking capabilities to monitor the package status. Please keep the shipping receipt for tracking purposes.

o Return Shipping Cost: Unless the return is due to a product quality issue, return shipping costs are your responsibility. We do not cover any costs incurred during the return process.

o Confirm Receipt and Refund: We will process your refund within 7 business days after receiving and verifying the returned item. Verification criteria include the item being in its original condition, unused, and with all accessories and packaging intact. The refund will be credited back to your original payment method, and you will receive a confirmation email.

2. Exchange Policy

2.1 Exchange Period:

o You can request an exchange within 24 hours from the date of purchase. Please contact us within this period so we can process your exchange request promptly.

2.2 Exchange Conditions:

o The product must be in its original condition, unused, and with all packaging intact. All original tags, accessories, manuals, and other attachments must be returned.

o A proof of purchase, such as a receipt or invoice, is required. Without proof of purchase, we will not be able to process your exchange request.

o Exchanges are only available for the same product and same specifications (such as the same color and size). We do not offer exchanges for products in different categories.

2.3 Exchange Process:

o Contact Customer Service: Please contact our customer service team via phone or email, providing your order number and reason for exchange. We will respond to your request within 24 hours to confirm if it meets the exchange conditions and provide the exchange address and related instructions.

o Prepare the Exchange Item: Place the item along with all accessories and original packaging into a box. Ensure the package is securely sealed to prevent damage during shipping. Improper packaging that leads to product damage may affect your exchange.

o Choose a Shipping Service: You may choose any reliable shipping service to return the item to us. We recommend using a service with tracking capabilities to monitor the package status. Please keep the shipping receipt for tracking purposes.

o Exchange Shipping Cost: Unless the exchange is due to a product quality issue, exchange shipping costs are your responsibility. We do not cover any costs incurred during the exchange process.

o Confirm Receipt and Process Exchange: We will process your exchange within 7 business days after receiving and verifying the returned item. Verification criteria include the item being in its original condition, unused, and with all accessories and packaging intact. The new item will be shipped via standard delivery, and you will receive a confirmation email.

2.4 Processing Time:

o We will process your exchange within 14 working days after receiving and verifying the returned product.

o The new item will be shipped via standard delivery, and delivery times may vary depending on your shipping address.

Contact Us

Email : support@hengruida.com.my

Customer Service Phone : +603-8734 0658