Return, Refund & Warranty Policy

1. Introduction

This Return, Refund & Warranty Policy ("Policy") governs all return requests, exchanges, replacements, refunds, product defects, and warranty claims relating to products purchased through the Nuwell Global Health ("NGH") website and other official sales channels operated by NUWELL GLOBAL SDN. BHD. ("Company", "we", "our", or "us").

The Company is committed to maintaining customer satisfaction while ensuring product quality, product safety, hygiene standards, regulatory compliance, and product integrity.

By purchasing products through the Website, you agree to be bound by this Policy.

2. Return Eligibility

Customers may request a return, replacement, exchange, or refund where:

•        The wrong product was supplied;

•        The product was materially different from the item ordered;

•        The product was damaged during shipping;

•        The product contains a verified manufacturing defect;  The order was delivered incomplete.

Any claim must be submitted within seven (7) calendar days from the date of delivery and accompanied by proof of purchase and supporting evidence, including photographs where applicable. All requests are subject to assessment, verification, and approval by the Company.

3. Non-Returnable Products

Unless otherwise required under applicable law, the Company generally does not accept returns, refunds, or exchanges for products that:

•        Have been opened, consumed, used, or partially used;

•        Have been improperly stored after delivery;

•        Have deteriorated due to customer handling;

•        Have been damaged through misuse, negligence, accident, or unauthorized modification;

•        Were purchased during promotional, clearance, warehouse clearance, or final-sale campaigns expressly designated as non-returnable;

•        Are customised, personalised, or special-order products;

•        Are products where return may compromise product safety, hygiene, quality, or regulatory compliance.

The Company reserves sole discretion to determine whether a returned product qualifies for return, replacement, exchange, or refund.

4. Refund Processing

Where a claim is approved, the Company may provide a refund, replacement, exchange, store credit, or other reasonable remedy as determined appropriate based on the circumstances.

JOHOR.

TEL: 07-662 7692

Approved refunds will generally be processed through the original payment method.

Refund processing timelines may vary depending on banking institutions, payment gateway providers, card issuers, and administrative processing requirements.

Shipping fees and handling charges are generally non-refundable unless the issue resulted directly from an error attributable to the Company.

5. Warranty Coverage

Certain products sold through the Website may include a manufacturer's warranty, supplier warranty, distributor warranty, or warranty programme administered by the Company.

Where warranty coverage applies, the applicable warranty period, coverage scope, and warranty limitations shall be stated in the product packaging, user manual, warranty registration materials, or product listing.

Products that do not expressly state warranty coverage shall not be deemed to carry any warranty beyond those required by applicable law.

6. Warranty Claims

Customers submitting warranty claims may be required to provide:

•        Proof of purchase;

•        Product serial number (where applicable);

•        Warranty registration information (where applicable);

•        Product photographs or videos;

•        Description of the reported defect;

•        Any additional information reasonably requested by the Company.

The Company reserves the right to inspect, assess, test, or verify the product before approving any warranty claim.

7. Warranty Exclusions

Warranty coverage shall not apply to defects, failures, or damage resulting from:

•        Misuse, negligence, abuse, or accident;

•        Unauthorized repairs, alterations, or modifications;

•        Improper installation, storage, maintenance, or handling;

•        Use contrary to product instructions or warnings;

•        Exposure to unsuitable environmental conditions;

•        Normal wear and tear;

•        Consumable accessories intended for routine replacement;  Circumstances beyond the reasonable control of the Company.

8. Warranty Remedies

Where a warranty claim is approved, the Company may, at its sole discretion:

•        Repair the product;

•        Replace the product;

•        Replace defective components;

JOHOR.

TEL: 07-662 7692

•        Provide store credit;

•        Provide a refund;

•        Offer another reasonable remedy.

The Company's decision regarding the appropriate remedy shall be final, subject always to applicable consumer protection legislation.

9. Fraudulent or Unsupported Claims

The Company reserves the right to reject any claim that it reasonably believes to be false, misleading, unsupported by evidence, abusive, or fraudulent.

Where fraudulent activity is suspected, the Company reserves the right to take appropriate legal action and report the matter to the relevant authorities.

10. Amendments

The Company reserves the right to amend this Policy at any time. Any revised version shall become effective upon publication on the Website.

11. Governing Law

This Policy shall be governed by and construed in accordance with the laws of Malaysia.

Any dispute arising from or relating to this Policy shall be subject to the exclusive jurisdiction of the courts of Malaysia.

Last Updated: 01 August 2026