Return, Refund & Exchange Policy

Order Cancellation

• By DoctorOnCall: If a product becomes unavailable or cannot be fulfilled, we will notify you via email and provide a full refund to your original payment method.
• By You: Once an order has been picked and packed for shipment, we are unable to cancel it.
• Orders with Teleconsult: If a consultation is required and we are unable to reach you after 3 attempts over 2 business days, we will automatically cancel the order and issue a refund. You will be notified via email.
• Consultation Fees: Consultation fees are for professional services and are non-refundable once the teleconsultation has been initiated or completed, regardless of whether a prescription is subsequently issued.

When Returns & Exchanges Are Accepted

We are happy to assist with a return or exchange if:

• The product arrived damaged or defective.
• The product is expired or has less than 6 months of shelf-life remaining.
• The incorrect item was delivered.

Note: For hygiene and safety, we cannot accept returns for “change of mind” once a product seal is broken or the packaging has been opened.

How to Initiate a Request

To help us resolve things quickly, please inspect your items immediately upon delivery.

• Get in touch: Contact our support team via +601141146477 within 2 days of receiving your parcel.
• Details needed: Please include your Order ID and the reason for your request. Claims submitted after this window may be more difficult to process.

Returning Your Item

Approved returns must be in their original, unused condition with all packaging intact.

• Medical Devices: Please ensure all accessories, manuals, and warranty cards are included.
• Please Note: If a return doesn’t meet these conditions, we may be unable to accept it. Additional delivery costs for rejected returns are the responsibility of the customer.

Refunds & Replacements

• Inspection: Once we receive your item, our team will verify its condition to process your refund or replacement.
• Timeline: Approved refunds are credited back to your original payment method. Please allow up to 14 days for this to reflect in your account, depending on your bank.
• Shipping: If your return is approved, we may be able to reimburse your return shipping costs, just be sure to provide proof of payment.
• Stock Availability: If an item is out of stock, we will offer a suitable replacement or a full refund.

Missing Items

If you believe an item is missing from your parcel, please contact us via+601141146477 within 2 days of delivery with:

• Photos of the outer packaging.
• Photos of all items received.

We will investigate with our fulfillment team and get back to you within 1–3 business days.

Failed Deliveries

Our delivery partners will attempt delivery up to 3 times. If all attempts are unsuccessful, the parcel will be returned to us. Should you request a redelivery, a flat RM10 fee will apply.