1 Return Policy. We accept returns of unopened, unused products in their original packaging within 14 days of receipt, subject to our Return Policy. Used or damaged products are not eligible for return unless defective or incorrect.
2 Return Process. To initiate a return, contact our Customer Service team (see clause 2.1) for instructions. You are responsible for return shipping costs unless the product is defective or incorrect.
3 Refunds. Refunds for eligible returns will be processed to the original payment method within 10 business days of receiving the returned product. If an order was purchased using a combination of cash/card and Referral Points, the refund will be pro-rated: the monetary portion will be refunded to the payment card, and the redeemed points will be credited back to your account with their original expiration date. Points cannot be refunded as cash. Refunds for defective or incorrect products will include any applicable delivery fees.
4 Promotional Offers. If a return involves products purchased as part of a promotional offer (e.g., multi-buy or free gift), we may adjust the refund to reflect the full price of retained items.
5 Final Decision. All returns and refunds are subject to GSM ALCHEMY’s final approval, in compliance with the Consumer Protection Act 1999 (Malaysia).