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Return and Refund Policy

Refunds and Return Policy

1. Application for Returns/Refunds

Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior to the expiry of the TBESB Guarantee Period.

TBESB Guarantee is a service provided by TBESB, on User’s request, to assist Users in dealing with certain conflicts which may arise during the course of a transaction. Users may communicate with each other privately to resolve their differences or approach their relevant local authorities to assist them in overcoming any dispute prior, during or after using TBESB Guarantee.

2. Application for the Return of an Item

Buyer may only apply for the refund and/or return of the Item in the following circumstances:
• The Item has not been received by Buyer;
• The Item was defective and/or damaged on delivery;
• Seller has delivered an Item that does not match the agreed specification (e.g. wrong product, colour, etc.) to Buyer;
• The Item delivered to Buyer is materially different from the description provided by TBESB in the listing of the Item; or

Buyer’s application must be submitted via the TBESB website www.tropicalbioessence.com.my

Please note that, if required by TBESB, Buyer must ship the Item to a location designated by TBESB within ten (10) calendar days after the return request is raised.

The approval of your request for refund and return will be made by TBESB in its sole discretion.  Buyer acknowledges and agrees that TBESB’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against TBESB or its affiliates in relation to such decision.

3.Where to return? 

Kindly have your returns shipped to: TROPICAL BIOESSENCE SDN BHD.

No. ST 519, Jalan Tunas Baru, Seksyen ¼, Kawasan Perindustrian Masjid Tanah, 78300 Melaka Malaysia

Tel: +606-384964, mobile: +6011 16335433

In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to TBESB to request TBESB to continue to hold the purchase monies until a formal determination is available. TBESB will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.

4. Condition of Returning Item

To enjoy a hassle-free experience when returning the Item, Buyer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Seller in the condition received by Buyer on delivery. We will recommend Buyer to take a photo of the Item upon receipt.

5. Liability of Product Return Shipping Fee

i) In the scenario of an unforeseen error from the seller’s end (i.e – damaged, faulty or wrong product delivered to the buyer), TBESB will bear buyer’s return shipping fee.
ii) In the scenario of the buyer’s change of mind, buyer shall get TBESB consent prior to the return request and buyer will bear the return shipping fee.
iii) In the scenario where both TBESB-buyer disputing the party liable for the return shipping fee, TBESB at its sole discretion will determine the party liable for the return shipping fee.

6. Refunds

Buyer will only be refunded after TBESB has received the returned Item. In the event where TBESB does not hear from buyer within a specified time, TBESB will be at liberty to refund the applicable sum to Buyer without further notice. The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.

7. Communication Between Buyer and TBESB

TBESB encourages Buyer to communicate with TBESB in the event where problem arises in a transaction.