Return & Refund Policy

Last Updated: 17 August 2026

At ZS Vital, we are committed to providing products in good condition and ensuring that orders are fulfilled accurately.

This Return & Refund Policy explains the circumstances in which customers may request a return, replacement, exchange or refund for products purchased through www.zsvital.com.

This Policy should be read together with our Terms & Conditions and Privacy Policy.

For the purposes of this Policy, “ZS Vital”, “we”, “us” and “our” refer to [FULL REGISTERED COMPANY NAME], while “you” and “your” refer to the customer.

1. General Return Policy

Due to the nature of nutraceutical and health-support products, we generally do not accept returns of products that have been opened, used, consumed, tampered with or have had their safety seal broken, except where the product is defective, damaged, incorrect or where a remedy is required under applicable Malaysian law.

All return requests are subject to review and approval.

2. Eligible Return or Refund Cases

A return, replacement or refund may be considered if:

you received the wrong product;
the product received is materially different from the product ordered;
the product arrived damaged;
the product packaging or safety seal was damaged before delivery;
the product has a confirmed manufacturing defect;
items are missing from your order;
the quantity received does not match the quantity ordered; or
another remedy is required under applicable Malaysian consumer protection law.

3. Non-Returnable Items

Unless otherwise required by law, we generally do not accept returns for:

products that have been opened;
products that have been used or consumed;
products with broken or removed seals;
products damaged after delivery due to improper storage or handling;
products returned without their original packaging;
products purchased from an unauthorised seller;
products returned solely due to personal preference after opening or use;
products returned because the customer did not achieve an expected personal health outcome; or
products where the issue results from use contrary to the product instructions.

Individual responses to nutraceutical products may vary and do not, by themselves, constitute a product defect.

4. Change of Mind

We generally do not provide refunds for change-of-mind purchases once an order has been processed, shipped or delivered.

Where a product remains completely unopened, unused, undamaged and in its original saleable condition, we may consider a return request at our discretion.

Any approved change-of-mind return may be subject to:

verification of product condition;
return shipping costs;
applicable payment processing charges where permitted;
administrative or handling costs where applicable; and
other reasonable conditions disclosed to the customer.

Nothing in this section limits any rights available under applicable Malaysian consumer protection law.

5. Timeframe for Reporting an Issue

Customers should inspect their order as soon as reasonably possible after delivery.

If you receive a damaged, defective, incorrect or incomplete order, please notify us within [NUMBER] days from the date of delivery.

Requests submitted after this period may still be reviewed on a case-by-case basis, particularly where the issue concerns a manufacturing defect or statutory consumer right.

6. How to Request a Return or Refund

To request a return, replacement or refund, contact us at:

Email: [CUSTOMER SERVICE EMAIL]
Telephone / WhatsApp: [CONTACT NUMBER]

Please provide:

your full name;
order number;
product name;
date of purchase;
description of the issue;
photographs or videos showing the condition of the product;
photographs of the packaging where relevant; and
any other reasonable information requested for verification.

Submitting a request does not automatically guarantee approval.

7. Proof of Purchase

A valid proof of purchase may be required before a return, replacement or refund can be processed.

Accepted proof may include:

order confirmation;
invoice;
receipt;
payment confirmation; or
other verifiable transaction records.

8. Product Condition for Return

Where a physical return is required, the product should be returned in the condition in which it was received, unless the issue itself prevents this.

Where reasonably possible, the returned product should include:

original packaging;
labels;
inserts;
accessories, if any;
promotional items supplied with the order; and
all items included in the original package.

Customers should pack returned products securely to prevent further damage during transit.

9. Return Authorisation

Customers should not return products without first contacting us and receiving return instructions.

Unauthorised returns may experience delays in processing and may not be accepted if we are unable to verify the relevant order or return request.

Where a return is approved, we will provide the appropriate return instructions.

10. Incorrect Products

If you receive a product that is different from what you ordered, please contact us promptly.

Once verified, we may arrange:

delivery of the correct product;
collection or return of the incorrect product; or
a refund where replacement is not reasonably available.

Where the error is caused by us, reasonable return and replacement shipping costs will be borne by ZS Vital.

11. Damaged Products

If a product arrives damaged, please retain:

the product;
original packaging;
courier packaging;
shipping label; and
any other relevant materials.

We may request photographs or videos showing:

the outer packaging;
the shipping label;
the product;
the damaged area; and
the condition of the safety seal.

This information may be required for our internal assessment or courier claim.

12. Defective Products

If you believe a product has a manufacturing defect, please contact us with details of the issue.

We may request that the product be returned for inspection.

Following verification, an appropriate remedy may include:

replacement;
exchange;
refund; or
another remedy required under applicable law.

13. Missing Items

If items are missing from your order, contact us promptly with your order details.

We may verify the issue against:

order records;
packing records;
fulfilment records;
shipping information; or
other available records.

Once verified, we may arrange for the missing item to be delivered or provide another appropriate remedy.

14. Refund Approval

Refunds will only be processed after the relevant request has been reviewed and approved.

We may need to:

verify the order;
inspect returned products;
review photographs or videos;
confirm payment information; or
investigate the circumstances of the request.

Customers will be informed of the outcome once the review is completed.

15. Refund Method

Approved refunds will generally be made using the same payment method used for the original purchase, where technically and commercially possible.

Where this is not possible, we may arrange another reasonable refund method with the customer.

Refunds will be made only to the original purchaser or payment account unless otherwise required by law.

16. Refund Processing Time

Once a refund has been approved and submitted for processing, the time taken for the funds to appear in your account may depend on:

the payment gateway;
bank;
card issuer;
e-wallet provider; or
other financial service provider involved.

ZS Vital does not control third-party banking or payment processing times.

17. Shipping Charges

Original shipping charges may be refunded where:

the product was defective;
the wrong product was supplied;
the order was materially incorrect; or
a refund of shipping charges is otherwise required by applicable law.

Original shipping charges are generally non-refundable for approved change-of-mind returns.

18. Return Shipping Costs

Where the return is required due to an error by ZS Vital, including an incorrect, defective or damaged product, we will bear reasonable return shipping costs where appropriate.

Where a discretionary return is approved for reasons not caused by us, the customer may be responsible for return shipping costs.

19. Order Cancellation Before Shipment

If you wish to cancel an order, please contact us as soon as possible.

Cancellation may be available if the order has not yet been:

processed;
packed;
fulfilled;
dispatched; or
handed to the courier.

If the order has already entered the fulfilment or shipping process, cancellation may no longer be possible.

20. Order Cancellation After Shipment

Once an order has been shipped, it generally cannot be cancelled.

Customers may need to receive the order first and follow the applicable return process.

Any return will remain subject to the eligibility conditions in this Policy.

21. Refused or Unclaimed Deliveries

If a shipment is refused, unclaimed or returned to us due to reasons attributable to the customer, including:

incorrect address;
incomplete address;
failure to receive delivery;
failure to collect the parcel; or
refusal of delivery without valid grounds,

additional shipping or handling charges may apply before the order is re-delivered or refunded.

Any refund may exclude reasonable delivery costs already incurred, where permitted by law.

22. Incorrect Delivery Information

Customers are responsible for providing complete and accurate delivery information during checkout.

If an order is delivered to an incorrect address because inaccurate information was supplied by the customer, ZS Vital may not be able to provide a refund or replacement.

We will nevertheless make reasonable efforts to assist where possible.

23. Promotions, Bundles and Free Gifts

For products purchased as part of a promotion, bundle or package, the entire promotional arrangement may need to be returned before a refund is processed.

Where a free gift was provided as part of a qualifying purchase, the free gift may also need to be returned in unused condition.

If the free gift is not returned, its reasonable value may be deducted from the refund where permitted.

24. Discounted Products

Products purchased at a discounted or promotional price are generally subject to the same return rights as regular-priced products where they are damaged, defective, incorrect or otherwise subject to a statutory remedy.

Promotional pricing alone does not remove applicable consumer rights.

25. Products Purchased From Other Sellers

This Policy applies only to purchases made directly through www.zsvital.com.

If you purchased a ZS Vital product from:

a marketplace;
pharmacy;
retailer;
reseller;
distributor; or
another third-party seller,

your return or refund request should generally be submitted to the seller from whom the product was purchased.

Their respective return and refund policies may apply.

26. Health Outcomes and Product Expectations

Nutraceutical products may affect individuals differently.

Results may vary depending on factors including:

individual physiology;
lifestyle;
health condition;
diet;
medication;
duration of use; and
other personal factors.

A lack of expected personal results does not automatically mean that a product is defective and does not by itself qualify for a refund.

Nothing in this section limits any statutory right relating to defective, unsafe or misrepresented products.

27. Adverse Reactions

If you experience an adverse or unexpected reaction after using a product, discontinue use and seek appropriate medical advice where necessary.

Please contact us to report the issue at:

Email: [CUSTOMER SERVICE EMAIL]
Telephone / WhatsApp: [CONTACT NUMBER]

Depending on the circumstances, we may request product information, batch details, photographs or other relevant information for investigation.

A reported adverse reaction does not automatically establish that a product is defective, but we will review relevant complaints appropriately.

28. Suspected Fraud or Abuse

We reserve the right to reject or investigate return or refund requests where we reasonably suspect:

fraud;
abuse of this Policy;
altered evidence;
repeated unreasonable claims;
product tampering;
false transaction information; or
misuse of promotional arrangements.

This does not affect any consumer right that cannot lawfully be excluded.

29. Consumer Rights

Nothing in this Policy is intended to exclude, restrict or modify any right or remedy available to consumers under applicable Malaysian law.

Where any provision of this Policy conflicts with a mandatory consumer protection requirement, the applicable law will prevail.

30. Amendments to This Policy

ZS Vital may update this Return & Refund Policy from time to time to reflect changes in:

business operations;
products;
shipping arrangements;
payment methods;
Website functionality; or
applicable laws and regulations.

The latest version will be published on www.zsvital.com together with the relevant updated date.

31. Contact Us

For return, replacement, cancellation or refund enquiries, please contact:

[FULL REGISTERED COMPANY NAME]
[BUSINESS ADDRESS]

Email: [CUSTOMER SERVICE EMAIL]
Telephone / WhatsApp: [CONTACT NUMBER]
Website: www.zsvital.com