Return Policy

Return Policy for Malaysia

1. General Information:

  • This return policy applies to all purchases made through our website only.
  • Customers are advised to read and understand this policy before making a purchase.
  • By placing an order, the customer acknowledges acceptance of this return policy.

2. Eligibility for Returns:

  • We accept returns for products that meet the following criteria:
    • The product is damaged or defective upon receipt.
    • The product is different from what was ordered 
    • The product is unused, in its original condition, and accompanied by the original packaging, tags, and labels.
  • For hygiene and safety reasons, certain products may not be eligible for returns (e.g., personal care items, intimate apparel, etc.). Such products will be clearly stated on the product page.

3. Return Process:

  • Customers must initiate the return process within 5 days of receiving the order.
  • To initiate a return, customers can contact our customer support team via email at probiokids@gmail.com or submit a return request through their account on our website.
  • The customer support team will guide the customer through the return process and provide a return authorization number (RMA) if applicable.

4. Return Shipping:

  • For eligible returns due to damage, defects, or incorrect items, we will provide a prepaid shipping label or arrange for a courier to pick up the package at no cost to the customer.
  • For non-defective returns or exchanges (e.g., size or color change), the customer may be responsible for the return shipping fees.

5. Return Conditions:

  • The returned product must be unused, in its original condition, and with all original packaging, tags, and labels intact.
  • Products that show signs of use, damage, or tampering may not be eligible for a refund or exchange.
  • Any free promotional items or gifts received with the purchase must also be returned along with the main product.

6. Inspection and Refunds/Exchanges:

  • Once the returned product is received and inspected, we will notify the customer regarding the approval or rejection of the refund or exchange.
  • If the return is approved:
    • For refunds, the customer's original payment method will be credited within 5-10 business days.
  • If the return is rejected due to non-compliance with the return conditions, the product will be sent back to the customer, and no refund or exchange will be processed.

7. Refund Exceptions:

  • Shipping fees, if applicable, are non-refundable, except in cases where the return is due to our error.

8. Contact Information:

  • For any inquiries or assistance regarding returns, customers can contact our customer support team via whatsapp at 0123873664 or email us at probiokids@gmail.com.

9. Amendments to the Return Policy:

  • We reserve the right to amend or update this return policy at any time. Customers will be notified of any changes through our website or other communication channels.