Effective for all orders placed on this website.
Overview
At Hua San, we want you to be happy with your purchase. This policy describes how refunds, returns, exchanges, and related processes work for purchases made through our website. By shopping with us, you agree to comply with the terms below.
Refunds
Refunds are only considered if the item is defective, damaged during transit, incorrect, or significantly different from the product description. Refund requests must be submitted within 7 calendar days of receiving the item, together with proof of purchase (order number or receipt).
Once we receive and inspect the returned item, we will notify you by email that we have received it and inform you whether your refund is approved or rejected. If approved, the refund will be processed and credited to your original payment method within 14 working days. Shipping fees are non-refundable, unless the return is due to our error (such as a wrong or damaged item).
Late or missing refunds
If you have not received your refund after it has been processed:
• Please check with your bank or payment provider, as processing times may vary.
• If the refund still does not appear after 14 working days, please contact us at chemitree8893@gmail.com
Sale items
Items marked as sale, promotional, bundle/campaign sets, or flash deals are not eligible for refund due to change of mind. Only regular priced items may be refunded. Refunds for sale or promotional items will only be considered if the product has a clear manufacturing defect or if the wrong item was delivered.
Exchanges
Exchanges are only available if the item is defective, damaged, or incorrect. Requests must be made within 7 calendar days of delivery by emailing chemitree8893@gmail.com with your order number and photos of the issue. If approved, we will replace the item with the same product (subject to stock availability). If the item is unavailable, you may choose a product of equal value or a refund to your original payment method.
Free gifts
• Free gifts are promotion items only and cannot be refunded or replaced on their own.
• Eligibility depends on the promotion active at the time of purchase.
• If the main product is returned, the free gift must also be returned in original condition, or its value may be deducted from the refund.
Shipping returns
• To return a product, mail it to {physical address}. Customers are responsible for return shipping costs, which are non-refundable. The cost may be deducted from your refund if applicable.
• If the item is defective or incorrect, we will provide instructions and may cover return shipping.
• Delivery time for exchanges may vary. For expensive items, consider trackable shipping or insurance. We cannot guarantee receipt of untracked returns.
Need help?
For any questions or to initiate a return/exchange/refund request, please contact:
📧 Email: chemitree8893@gmail.com
📞 Phone (Customer Service): +60 13-333 5318
📍 Office Hours: Monday–Friday, 9:00AM–6:00PM (Malaysian Timing)