A. REFUND ELIGIBILITY

The Customer is entitled to a refund if a cancellation request is submitted within five (5) working days from the date of receipt of the parcel and is accepted by Coway. Upon acceptance and receipt of the returned Product in good condition, Coway will process the refund within thirty (30) working days, and the amount will be credited back to the original payment method used for the order.

B. NON-REFUNDABLE SITUATIONS

Coway does not accept returns or provide refunds for the following situations:

• acts of God, natural disasters, wars, or events beyond Coway’s control


• variations in taste or odour that do not affect the Product’s effectiveness


• damages caused by pets, animals, pests, or insects


• defects due to exposure to chemical substances, oil mist, excessive heat, dust, or corrosive environments


• spoilage due to improper storage or failure to follow suggested storage conditions

This above list is not exhaustive, and Coway reserves the right to determine other situations where returns or refunds may not be applicable.

C. GROUNDS FOR REFUND

The Customer is eligible for a refund under the following circumstances, subject to Coway’s verification:

D. REQUESTING A REFUND AND INFORMATION REQUIRED

1. To request a cancellation or refund, the Customer must contact their sales representative if the issue falls under Item C above. After the sales representative verifies the request, the Customer must report to Coway’s Careline at 1800-888-111 within five (5) working days from the date of receipt of the parcel for further processing.


2. When reporting to Coway’s Careline, the Customer must provide the following information and supporting documents for refund requests:
• order number


• reason for cancellation


• six (6) clear photos of the Product packaging, showing all six (6) sides


• name, bank account number, and bank statement (applicable for online payments only)

E. RETURN PROCESS AND CONFIRMATION

If the refund request is approved, the Customer will receive a confirmation email with a return consignment number. The Customer must then return the parcel to Coway’s delivery partner at any DHL hub within five (5) working days from receiving the confirmation email. Only one free return delivery is allowed per invoice.

F. CONDITION OF RETURNED PRODUCTS AND MULTIPLE PRODUCTS

The return parcel must be in its original condition. Coway reserves the right to reject returned Products that do not meet this requirement. If an invoice includes multiple products, the Customer must return all items; partial returns are not accepted.

G. ORDER CANCELLATION BY COWAY

Even after an order has been accepted and all relevant payments have been made by the Customer, Coway reserves the right to cancel any order at its discretion. This includes situations where the Product becomes unavailable after processing. The Customer will be notified via email, and a refund will be issued to the original payment method.

H. UNAUTHORISED PURCHASES

Purchases made through unauthorised platforms or sales persons are not eligible for returns or refunds.

I. POLICY COMPLIANCE

Coway reserves the right to reject any cancellation or refund request that does not comply with the conditions specified or for any other reasons deemed appropriate by Coway.

Delivery Policy

A. DELIVERY CONDITIONS

Coway or its appointed delivery partner will deliver the Product to the address specified by the Customer after:

• verification of the Customer’s information


• receipt of all relevant payments from the Customer

B. TRACKING AND SHIPPING FEES

Tracking information will be emailed to the Customer upon successful payment. Shipping fees are covered by Coway.

C. ESTIMATED DELIVERY TIMES

1. Delivery times vary based on location:



Area	Delivery Duration
West Malaysia	Approximately 4-5 working days
East Malaysia	Approximately 6-10 working days



2. The delivery timeframe is an estimate and not guaranteed. Delays may occur due to reasons beyond Coway’s control, such as courier delays, extreme weather, environmental factors, and unforeseen circumstances.

D. SHIPPING RISK

By placing an order, the Customer accepts all risks associated with shipping once the parcel is dispatched from Coway’s warehouse and handed over to the delivery partner.