At PETANI, we are committed to providing quality products and a reliable shopping experience. Please read our Refund, Return & Cancellation Policy carefully before placing an order through our website.
This policy applies to purchases made directly through the official PETANI website.
1. Returns and Refund Eligibility
Due to the nature of our products, including herbal preparations, traditional health medicine products, ointments and balms, we generally do not accept returns or offer refunds for change-of-mind purchases.
However, we will review refund or replacement requests in the following circumstances:
- You received an incorrect product.
- Your order arrived damaged.
- Your order was incomplete or contained missing items.
- The product has a manufacturing defect or other issue that makes it unsuitable for its intended use.
- Your order was cancelled and is eligible for a refund under this policy.
Nothing in this policy excludes or limits any consumer rights available under applicable Malaysian law.
2. Damaged, Incorrect or Missing Items
Please inspect your order upon delivery. If you receive a damaged, incorrect or incomplete order, contact us within 48 hours of receiving your parcel so that we can investigate and assist you.
Please provide the following information when submitting your request:
- Your order number.
- A description of the issue.
- Clear photographs and videos showing the product, packaging and shipping label, where applicable.
Please retain the product and its original packaging until we have reviewed your request.
Once your claim has been assessed and approved, PETANI may offer a replacement, a refund, or another appropriate resolution depending on the circumstances.
Where the issue is attributable to PETANI, we will advise you on the appropriate return or replacement arrangements.
3. Product Returns
For hygiene, product safety and quality-control reasons, products that have been opened, unsealed, used or partially consumed are generally not eligible for return due to a change of mind.
For eligible returns, the product should be:
- Unused and unopened, with its original seal intact.
- In its original packaging.
- Accompanied by the relevant order details or proof of purchase.
Please contact us for approval and return instructions before sending any product back. Unauthorised returns may delay the assessment of your request.
4. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible and provide your order number.
Cancellation requests are subject to the order’s fulfilment status:
- Before dispatch: We will review your request and confirm whether the order can be cancelled.
- After dispatch: Cancellation may no longer be possible. Please contact us for assistance.
If a cancellation is approved and payment has already been made, the eligible refund will be processed in accordance with this policy between 3 – 5 working business days.
5. Refund Processing
Once your refund request has been approved, we will notify you of the outcome and the applicable refund arrangements.
Where possible, refunds will be made to the original payment method used for the purchase. The time required for the refunded amount to appear in your account may vary depending on the payment provider, bank and payment method.
We will inform you of any additional information required to complete the refund.
6. Shipping and Delivery Charges
Original shipping and delivery charges are generally non-refundable for change-of-mind returns or cancellations after dispatch.
Where a return or refund is approved because of an incorrect, damaged or defective product, or another issue attributable to PETANI, we will advise you on the applicable shipping arrangements.
This section does not limit any shipping-cost reimbursement or other remedy required under applicable law.
7. How to Request a Refund or Return
To submit a refund, return or cancellation request, please contact us using the details below:
Email: hello@petani.com.my
Subject: Refund / Return Request – [Order Number]
Please include your order number, the reason for your request and any relevant supporting photographs or documents.
Our team will review your request and contact you regarding the next steps.
8. Policy Updates
PETANI reserves the right to update this policy from time to time. Any revised policy will be published on this page with an updated effective date.
9. Contact Us
If you have any questions about this policy or require assistance with an order, please contact us:
PETANI
Email: hello@petani.com.my
Whatsapp: +6012-9193436
Thank you for choosing PETANI — Pakar Jamu Anda.
