Return/Cancellation Policy

CANCELLATION

DoctorOnCall reserves the right to cancel any orders if the product is not available for any reasons. DoctorOnCall will notify the Customer if that is the case and return any payment that the Customer has made. Refunds will be credited into the Customer’s credit card or bank account depending on the period of time the Customer’s financial institution is required to arrange for the refund.
The Customer is not allowed to cancel the order once the order has been picked and packed by DoctorOnCall.
Orders that require a doctor/pharmacist consultation will be automatically cancelled and refunded if the customer is unreachable after 5 attempts (within 2 working days). A cancellation notification will be sent to the Customer’s email.

RETURN AND/OR EXCHANGE

Return and/ or Exchange of Products can be arranged under the following reasons:
1. If the Product was delivered in a damaged or defective condition; or
2. If the Product has expired or is nearing expiry (less than 6 months); or
3. If the product delivered is different from what was ordered
4. "Change of mind" is not allowed as a reason for return and/ or exchange
The Customer shall examine the Product(s) immediately upon receiving for any deficiencies and/or damages.
Should the Customer meet the criteria of Clause 1 of the return and/or exchange criteria stated above, the Customer will need to contact our customer service via WhatsApp +60 17-972 2669 within one (1) day of receiving the product. DoctorOnCall reserves the right to reject the request for return and/ or exchange if not notified by the Customer within one (1) day of receiving the product.
The Customer will be contacted by DoctorOnCall within one (1) day of request for return and/ or exchange to inform the Customer of the return and/ or exchange process.
Upon approval of the Return and/ or Exchange request, the Customer is to deliver the affected Product back to the address of the vendor as stated on the parcel received
The affected Products MUST be returned in its new, unused, original condition, with quantity and packaging delivered to Customer.
For rehab products, wheelchairs, electronic products, and medical devices, all products must be returned in its original packaging with cables, accessories, and documentation including manuals and warranty card intact.
Failure to return the Product as described in clause 6 and 7 will result in a cancellation of the return and/ or exchange request, and any fees incurred in delivering the package back to the Customer will be borne by the Customer
The return of a Product by a Customer does not automatically warrant for an exchange or refund. DoctorOnCall will inspect the returned Products upon receipt of the same. If the conditions in clause No. 6 and 7 of this Return and/ or Exchange Policy have been fulfilled, refunds/ exchanges will be made to the Customer, and the Customer will be reimbursed by DoctorOnCall for any courier charges incurred in returning of the Products. A courier payment slip is to be furnished to DoctorOnCall for the purpose of reimbursement.
All replacements or exchange of Products shall be effected subject to stock availability. If a Product which was ordered and invoiced is not included in the delivery, DoctorOnCall shall either refund the Customer the value of that Product, or replace the ordered Product.
If any Product which was not included in the Customer's Order is delivered to the Customer, DoctorOnCall shall collect the Product from the Customer. If a Customer is charged more than the value of a Product as displayed on the site when the Customer makes its Order, DoctorOnCall shall refund to the Customer the difference.
All refunds will be made via the same mode of payment within 2 months. Customer's receipt of the refund will depend on the period of time the selected financial institution takes to finalise the refund. DoctorOnCall shall not be liable with respect to any loss, damage, cost or expense that the Customer or any person may incur as a result of any delay in the financial institution processing of the said refund.

FAILED DELIVERY ATTEMPTS

Our delivery partners will attempt to deliver the parcel shall the first delivery be unsuccessful, but for a maximum of 3 attempts.
Failed delivery could be due to and not limited to the following reasons:-
- Unable to contact customer
- Unable to identify the customer at the delivery location
- Address provided by customer is incomplete or invalid
- Address provided by customer is inaccessible
- Other factors that cannot be controlled such as natural disasters, epidemics, riots, states of war, terrorism etc.
Failed delivery on the 3rd attempt will result in the parcel being delivered back to our fulfillment centres.
Nonetheless, if customers are successfully contacted and would like the parcels to be resent, a flat delivery fee of RM5 will be imposed on the customers.

DISPUTE ON MISSING ITEM

The customer shall examine the product(s) immediately upon receiving that all items in the orders are delivered.
If any of the product is missing from the order delivered, the customer will need to contact our customer service via WhatsApp +60179722669 within one (1) day of receiving the parcel to notify of the missing item.
The customer will need to provide photo evidence of the parcel received and all the content received in the parcel.
DoctorOnCall will investigate the missing item with the fulfilment centre and will revert to the customer within 1-3 working days on the investigation outcome together with the evidence where there is a dispute.
If the item is indeed missing from the parcel, then DoctorOnCall will arrange to ship out the missing item to the customer accordingly.
DoctorOnCall reserves the right to reject any missing item claim if the customer failed to inspect the parcel and notified us within the stipulated time frame.