Refund policy

Return & Refund Policy

Effective as of 1st January 2025

At Spectrum Health, we are committed to ensuring a positive experience for all our customers. The following Return & Refund Policy outlines the terms and conditions under which returns, refunds, and cancellations may be processed for purchases made through our website.

 

1. Eligibility for Return

Returns will be accepted only under the following conditions:

  • The item received is damaged, defective, or incorrect.
  • The return request is submitted within seven (7) working days from the date of receipt.
  • The item is in unused, unopened condition and includes all original packaging, labels, and inserts.

 

To initiate a return, you must first obtain written approval from our Customer Service team at support@spectrumhealth.com.my. Unauthorized returns will not be processed.

 

2. Conditions of Return

To facilitate processing:

  • All returned items must be accompanied by the original invoice or order confirmation.
  • Items must be packaged securely to prevent further damage during transit.
  • A valid return tracking number must be provided for all returns.

 Returns that do not comply with these conditions may be rejected at our discretion.

 

3. Return Shipping Costs

  • If the return is due to an error on our part (e.g. wrong item shipped), Spectrum Health will bear the cost of return shipping.
  • In all other approved return cases, the customer is responsible for shipping charges incurred in returning the item(s).
  • Please allow up to 14 working days for the return process to be completed.

 

4. Refunds and Replacements

  • For approved cases, refunds will be processed within 14 working days from the date the returned item is received and verified.
  • Refunds will be made via the original payment method or, at our discretion, store credit.
  • In the event of a replacement, shipping will be subject to stock availability and the same address as the original order.

 

5. Return Request Procedure

To request a return:

  1. Email support@spectrumhealth.com.my with the subject line: “Return Request – [Order Number]”.

  2. Include the following:

    • Clear photographs of the item(s) and packaging condition
    • Description of the issue
    • Order and contact details

  1. Alternatively, you may WhatsApp us: (+6019 -313 8878) for faster assistance.

 

Please allow up to 7 working days for your return request to be reviewed.

 

6. Cancellation Policy (Prior to Shipment)

Orders may only be cancelled before dispatch. Once the order has been shipped, it will be subject to the return policy. To request a cancellation, please email our customer service team promptly with your order number.

 

7. Incorrect Shipping Address & Failed Deliveries

Spectrum Health shall not be liable for failed deliveries resulting from incorrect or incomplete address information provided by the customer. In such instances:

  • The customer will bear any redelivery costs.
  • Refunds or replacements will not be issued unless the parcel is returned to us in its original condition.

 

8. Ineligible Return & Refund Scenarios

Returns or refunds will not be accepted under the following circumstances:

  • Change of mind after purchase.
  • Subjective dissatisfaction, including taste, texture, scent, or personal preference.
  • Returns of unused but correctly delivered products.
  • Promotional items, free gifts, and samples.
  • Temperature-sensitive items that were improperly stored by the customer after delivery.

 

Customers are encouraged to review product details carefully before placing an order. Our team is available to assist if you need further guidance before purchasing.

 

9. Inspection & Rejection Rights

All returned items will be subject to inspection. We reserve the right to reject any return that:

  • Does not comply with the return conditions stated above,
  • Appears to have been tampered with or used,
  • Is returned without prior authorization.

10. Limitation of Liability

Spectrum Health shall not be held liable for any indirect, incidental, or consequential damages, including but not limited to loss of use, delay, inconvenience, or dissatisfaction arising from the use of our products or the outcome of a return or refund process.

 

11. B2B & Wholesale Orders

This Return & Refund Policy is intended solely for individual consumer purchases made through our website. For bulk or B2B transactions, please refer to your Terms of Trade Agreement.

 

12. Contact Us

For any return-related inquiries:

  • Email: support@spectrumhealth.com.my
  • Phone/WhatsApp: +60 19 -313 8878

Operating hours: Monday – Friday, 9:00 AM to 6:00 PM (excluding public holidays)

Wholesale

Products