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Return Policy

At Everhydrate Sdn. Bhd., we are committed to providing our customers with high-quality products and excellent service. If you are not completely satisfied with your purchase, we are here to assist you. Please review our Return & Refund Policy carefully to understand the conditions and process for returning an item, requesting a refund, or exchanging a product.

1. Eligibility for Returns

To qualify for a return, the following conditions must be met:

  • The return request is submitted within 7 days from the date of delivery.
  • The product is unused, undamaged, and in its original packaging, including all accessories, tags, and manuals, if applicable.
  • The product is defective, damaged upon arrival, or the wrong item was delivered.

Non-Returnable Items

Certain products cannot be returned, including:

  • Products that have been used, washed, or altered in any way.
  • Items with damaged or missing packaging, tags, or accessories.
  • Products returned due to a change of mind or personal preference.
  • Items with minor cosmetic imperfections that do not affect functionality.
  • Clearance or final sale items marked as “Non-Returnable.”

If a product does not meet the return eligibility criteria, Everhydrate reserves the right to reject the return request.

2. Return Process

If your item qualifies for a return, follow these steps to initiate the process:

  1. Submit a Return Request:
    • Visit our Contact Us page and fill out the return request form.
    • Provide your order number, a clear description of the issue, and attach photos or videos of the product (if applicable).
  2. Approval & Instructions:
    • Our customer support team will review your request within 3-5 business days.
    • If approved, you will receive return instructions, including the return shipping address.
  3. Return the Product:
    • Pack the item securely in its original packaging.
    • Use a trackable shipping service to return the item.
    • Customers are responsible for return shipping costs unless the return is due to an error on our part.
  4. Inspection & Confirmation:
    • Once the returned item is received, our team will inspect it within 5-7 business days.
    • If the return is approved, we will proceed with your refund or exchange.

3. Refund Policy

Once your return is processed and approved, a refund will be issued based on the following conditions:

Refund Methods

  • Refunds can be processed via:
    • Original payment method (Credit/Debit Card, Online Banking, etc.) – Processing time: 5-10 business days.
    • Store credit – Issued within 3 business days and can be used for future purchases on our website.

Deductions & Non-Refundable Costs

  • Shipping fees are non-refundable unless the return is due to an error from our side (e.g., incorrect or defective item).
  • If the returned product is found to be used or not in its original condition, a partial refund or rejection may apply.

4. Exchanges

If you received a defective, damaged, or incorrect item, you may request an exchange instead of a refund.

  • Exchange requests must be made within 7 days of receiving the item.
  • The replacement item will be shipped only after the returned product is received and inspected.
  • If the requested exchange item is out of stock, we will offer a refund or store credit as an alternative.

5. Damaged, Missing, or Lost Packages

Damaged Items Upon Arrival

If your order arrives damaged due to shipping, please report the issue within 48 hours of receiving your package by filling out the Contact Us form with supporting photos/videos.

Missing Items in Your Order

If an item is missing from your order, please check the shipping confirmation to verify if your order was split into multiple shipments. If an item is missing from a single shipment, contact us immediately.

Lost Packages

If your tracking information shows that your package was delivered but you have not received it, please:

  • Check with your neighbors, security guards, or reception area in case it was received on your behalf.
  • Verify your shipping address to ensure accuracy.
  • Contact the courier service for more information on the package status.
  • If you are still unable to locate your package, fill out the Contact Us form, and we will assist you in resolving the issue.

6. Return Shipping Costs & Responsibility

  • Customers are responsible for return shipping costs unless the return is due to a wrong, defective, or damaged item.
  • We recommend using a trackable shipping service and keeping the receipt as proof of shipment.
  • Everhydrate is not responsible for lost return shipments that do not have tracking.

7. Refund & Return Processing Time

  • Return Request Review: 3-5 business days.
  • Item Inspection After Arrival: 5-7 business days.
  • Refund Processing:
    • Store Credit: 3 business days.
    • Original Payment Method: 5-10 business days (depending on the bank or payment provider).
  • Exchange Processing: Replacement item will be shipped within 5 business days after return approval.

8. Policy Updates

Everhydrate Sdn. Bhd. reserves the right to update or modify this Return & Refund Policy at any time without prior notice. The latest version will always be available on our website.

For any return, refund, or exchange inquiries, please visit our Contact Us page and fill out the form. Our customer support team will respond as soon as possible.