退款政策

At Kireina International, we want our customers to have confidence when purchasing our products.

This Return Policy explains the conditions and procedures for returning products purchased from https://kireinainternational.com.

By placing an order with Kireina International, you acknowledge and agree to the terms set out in this Return Policy.

 

1. Return Period

Customers may request a return within 7 calendar days from the date the order is delivered.

The return request must be submitted to Kireina International within the 7-day return period.

Returns requested after the 7-day period will generally not be accepted, except where otherwise required by applicable law.

 

2. Return Conditions

To be eligible for a return, the product must meet all of the following conditions:

  • The return request is made within 7 calendar days from the date of delivery;
  • The product is completely unopened;
  • The product has not been unsealed;
  • The product has not been used or consumed;
  • The original packaging, seal and labels remain intact; and
  • Proof of purchase or order details can be provided.

Important

Products that have been opened, unsealed, used or partially consumed are not eligible for return.

For hygiene, safety and product quality reasons, Kireina International does not accept returns for products that have been opened or used.

 

3. Return Due to Medical Advice

Customers may request a return if they have been advised by a qualified medical professional not to consume the product.

However, the product must still meet all standard return conditions.

In particular:

  • The return request must be made within 7 calendar days from the date of delivery;
  • The product must remain completely unopened and unused;
  • The original seal, packaging and labels must remain intact; and
  • The customer may be required to provide reasonable supporting documentation or evidence of the medical advice.

Supporting documentation may include a doctor’s letter, medical advice or other relevant documentation issued by a qualified medical professional.

Medical advice does not waive the unopened-product requirement. Products that have been opened, unsealed, used or partially consumed are not eligible for return, including returns requested due to medical advice.

Kireina International reserves the right to review the supporting documentation and determine whether the return request meets the requirements of this Policy.

 

4. How to Request a Return

To request a return, please contact us within 7 calendar days from the date of delivery.

Please provide the following information:

  • Order number;
  • Customer name;
  • Contact number;
  • Email address;
  • Product name;
  • Reason for the return; and
  • Photographs of the product and packaging, where applicable.

For returns based on medical advice, supporting medical documentation may also be required.

Please do not send the product back to us before receiving return instructions or approval from Kireina International.

 

5. Return Approval

All return requests are subject to review and approval by Kireina International.

Once your request has been reviewed, we will inform you whether the return is approved and provide further instructions where applicable.

If the return request is approved, the customer must follow the return instructions provided by Kireina International.

Failure to follow the return instructions may result in the return being rejected.

 

6. Return Shipping Costs

Unless otherwise agreed by Kireina International, the customer is responsible for the return shipping costs for an approved return.

Where the return is due to an error attributable to Kireina International, such as:

  • Incorrect product sent;
  • Missing product; or
  • Other confirmed fulfilment errors,

Kireina International may arrange or bear the applicable return shipping cost.

Return shipping arrangements will be communicated to the customer when the return request is approved.

 

7. No Refunds

Kireina International does not provide refunds for returned products.

Where a return is approved, the applicable remedy will be determined by Kireina International in accordance with the circumstances of the return and applicable laws.

Customers should carefully review their order and product information before completing a purchase.

 

8. Non-Returnable Products

Returns will generally not be accepted for products that:

  • Have been opened;
  • Have been unsealed;
  • Have been used or consumed;
  • Have been partially consumed;
  • Have damaged or removed seals;
  • Are missing their original packaging;
  • Are damaged due to improper handling by the customer;
  • Are returned after the 7-day return period; or
  • Do not meet the conditions stated in this Policy.

 

9. Damaged or Incorrect Products

If you receive a product that is damaged, defective, incorrect or different from the product you ordered, please contact us as soon as possible after receiving your order.

Please provide:

  • Order number;
  • Photographs of the product;
  • Photographs of the packaging;
  • Photographs of the shipping label; and
  • A description of the issue.

We may request additional information or evidence to investigate the matter.

If the issue is confirmed to be attributable to Kireina International, we may provide an appropriate remedy, which may include a replacement or other solution in accordance with applicable law.

 

10. Inspection of Returned Products

All returned products may be inspected upon receipt.

Kireina International reserves the right to reject a return if the returned product:

  • Has been opened or used;
  • Does not match the product originally purchased;
  • Has been damaged after delivery due to customer handling;
  • Is missing its original packaging or seal; or
  • Otherwise fails to meet the return conditions stated in this Policy.

If a return is rejected, we will inform the customer accordingly.

 

11. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing the order.

We will make reasonable efforts to accommodate cancellation requests before the order has been processed or dispatched.

However, once an order has been processed or dispatched, cancellation may no longer be possible.

 

12. Consumer Rights

Nothing in this Return Policy is intended to exclude, restrict or limit any rights or remedies that cannot lawfully be excluded, restricted or limited under applicable Malaysian consumer protection laws.

Where applicable law provides a customer with rights or remedies beyond those stated in this Policy, those statutory rights will continue to apply.