Customer is not allowed to cancel order once the order is confirmed (i.e., A confirmation email is sent) and/or the parcel has been collected by the appointed courier company.

AA Pharmacy E-Store reserves the right to cancel any orders if the product is not available for any reason. If this occurs, notification will be sent to the customer via WhatsApp or email, and payment will be refunded accordingly. Customer is required to fill in the Refund Request Form and the payment will be refunded accordingly. The refunded amount will be credited into customer’s bank account within 7-14 working days from the refund date.

Return(s) & exchange(s) are only allowed with the same/different product with equal value or lower value to that of the return/exchange product. Our Customer Support Team will review each customer’s application on a case-by-case basis and, at its sole discretion, determine whether the customer’s application is successful and provide instruction for the next course of action.

Exchange/Return/Refund of products can only be arranged for the following reasons:
- If the product is damaged or defective (Damage)
- If the product is near to expiry (less than 3 months) or expired (Faulty)
- Missing quantity of products from the Order placed (Incomplete)
- If the product is different from the product description upon ordering (Wrong)

Notes: Products for exchange, return and refund shall be returned in their unused, original condition, quantity and packaging as it first delivered to customer. Valid photo/video evidence is required for review/investigation by our Customer Support Team.
For more information, please refer to ourRefund Policy.

Below is the list of items and certain conditions that are NOT applicable for exchange/return/refund:
- Disposables
- Probiotics (temperature sensitive)
- Test strips
- Personal hygiene products (such as face masks, grooming products, etc.)
- Does not fit (wearable items such as face mask)
- Change of mind
- Free gifts
- Promotional items and purchases made with vouchers or discount coupons are neither refundable nor exchangeable.

Upon confirmation of the Exchange/ Return/ Refund item(s) by our Customer Support Team, the product shall be returned to us by the customer using any courier services of his/her choice. Customer shall be responsible for the risks and condition of the product to be returned until it reaches us at AA Pharmacy (Office & Warehouse). AA Pharmacy E-Store shall hold no liability for any loss or damage to the product prior to the product received by us. Customers are advised to pack the product in a Safe and Secure Manner to prevent any loss or damage to the product or its box or its original packaging.

Once the returned product is received, a quality check (QC) will be performed. If the item is received in an acceptable condition, customer is entitled to choose between an exchange of the product (This is subjected to stock availability) or for a refund to be made to you through your bank account. We will also reimburse the customer of its courier charges for returning the product(s) provided that the courier payment slip/receipt is provided to us upon seeking a refund.

Walk-ins strictly will not be entertained at any AA Pharmacy retail outlets.

RETURN ADDRESS & NOTE:
Attention to: AA Pharmacy E-Store
AA Pharmacy Healthcare Sdn Bhd (Office & Warehouse)
No. 11, Jalan Pemaju U1/15, Seksyen U1, HICOM Glenmarie Industrial Park, 40150 Shah Alam, Selangor.

Walk-ins will NOT be entertained at any AA Pharmacy retail outlets for exchange/return of item(s) bought from E-Store.

Upon approval for order refund, AA Pharmacy E-Store will take 2-3 working days to process the refund request and another 7-14 working days for the bank to process the refund.