Shipping & Return Policy
This policy applies to products sold by ACEMILLIA PHARMACEUTICALS (M) SDN. BHD., including
innovative pharmaceuticals, supplements, surgical instruments, and advanced robotic surgical systems.
Our procedures prioritize patient safety, product integrity, and regulatory compliance.
1) Order Processing
- Processing time: 1–3 business days after payment confirmation.
- Orders placed on weekends/public holidays are processed next business day.
- Some regulated items may require license/verification or additional documentation before dispatch.
- You will be notified promptly if extra verification is required.
2) Shipping Methods & Delivery Times
- Domestic (within Malaysia): Standard 3–7 business days; Express 1–3 business days (where available).
- International: Typically 7–21 business days; actual times depend on destination and customs clearance.
- High-value medical equipment (e.g., robotic systems) ships via insured freight with scheduling and handover documentation.
3) Shipping Fees
- Calculated at checkout based on destination, weight/volumetric weight, and service level.
- Domestic orders above RM [X] may qualify for free shipping (excludes freight items).
- Freight shipments for devices/equipment are quoted separately.
4) Order Tracking
- Tracking details are emailed upon dispatch.
- For freight/equipment, we provide the carrier booking reference and delivery appointment window.
5) Customs, Duties & Taxes (International)
- Buyers are responsible for all import duties, taxes, and compliance with local regulations.
- Customs inspections may cause delays beyond our control.
6) Delivery Attempts & Risk of Loss
- Risk of loss transfers on delivery to the shipping address on file (or upon carrier handover for freight).
- Missed deliveries may incur re-delivery/storage fees (freight).
7) Return & Refund Policy
To protect patient safety and comply with healthcare regulations, returns are carefully controlled.
Please read eligibility rules below.
7.1 Eligibility Window
- Return requests must be submitted within 14 days of delivery.
- Items must be unused, unopened, and in original packaging with all seals and labels intact.
7.2 Non-Returnable Items
- Pharmaceuticals and supplements that are opened, unsealed, temperature-sensitive, or near expiry.
- Surgical instruments or equipment that show signs of use or have been sterilized/contaminated.
- Custom-made, special-order, or software-licensed items (including activation keys).
- Products damaged due to improper storage/handling after delivery.
7.3 Damaged, Defective, or Incorrect Items
- Contact us within 7 days of delivery with photos/video and order number.
- We will arrange a replacement, repair, or refund after assessment.
- For high-value devices, a technical inspection (RMA) may be required before resolution.
7.4 How to Start a Return
- Email [email protected] with order number, item(s), and reason.
- Wait for an RMA approval and return instructions (labels or freight pickup if applicable).
- Pack items securely; include all accessories, manuals, and original packaging.
7.5 Inspection & Refunds
- Refunds are issued to the original payment method within 5–10 business days after inspection.
- Original shipping fees are non-refundable unless the return is due to our error.
- A restocking fee (typically 10–20%) may apply to equipment or special orders.
7.6 Exchanges
- Eligible unopened items may be exchanged for the same product (if in stock) or equivalent value.
7.7 Warranty (Devices & Robotic Systems)
- Manufacturer or ACEMILLIA warranty terms apply; please retain proof of purchase.
- Preventive maintenance and installation must be performed by authorized technicians to keep warranty valid.
8) Temperature-Controlled & Hazard-Sensitive Goods
- Some products ship in cold-chain packaging with indicators/data loggers; these items are non-returnable once delivered unless defective on arrival.
