Return & Refund Policy

1. Eligibility for return

You may request a return within 7 calendar days of receiving your order if:

• The product was damaged, defective, or expired upon arrival
• You received the wrong item
• The product packaging was tampered with or unsealed before delivery
• The product is materially different from what was described on our website

The product must be unused, unopened, and in its original sealed packaging with all tags, labels, and receipts intact.

2. Non-returnable items

For health, safety, and hygiene reasons, the following items cannot be returned or refunded once opened or used:

• Health supplements and vitamins once the seal is broken
• Rehabilitation products that have been used (e.g. compression stockings, support braces, hot/cold therapy items)
• Personal-use items such as commodes, urinals, or bath aids that have been opened
• Promotional items, free gifts, and items purchased under "Final Sale"
• Medical equipment rentals (these follow a separate policy — see Section 7)

3. How to request a return

To start a return, please:

1. Submit a return request within 7 days of receiving your order — start one here.
2. Provide your order number; the item(s) you wish to return and the reason; clear photos of the product, packaging, and any visible defects or damage; and your contact details and preferred refund method.
3. Our team will review your request within 2 business days and respond via WhatsApp or email with next steps.
4. Once approved, ship the item back to our Kuala Terengganu warehouse using the instructions provided.

If you prefer to speak with us directly, you may also contact us via WhatsApp at +6011-6793 6386 or email lautanezbuy@gmail.com / farmasilautan@gmail.com.

4. Return shipping

If the return is due to our error (wrong item sent, damaged, defective, or expired product), L&T Pharmacy SB will cover the return shipping cost.

5. Refunds

Once we receive and inspect the returned item, we will notify you of the outcome by WhatsApp or email.

If approved:

• Refunds will be processed to your original payment method within 7–14 business days
• For online banking and FPX payments, please allow up to 14 business days for the funds to reflect
• For credit and debit card refunds, processing time depends on your bank (typically 5–10 business days)

Partial refunds may apply if:

• The item is returned with missing accessories, manuals, or free gifts
• The item shows signs of use beyond reasonable inspection
• The return falls outside the 7-day window but is accepted at our discretion

6. Exchanges

We offer exchanges for the same product if:

• You received a damaged or defective item, and a replacement is in stock
• You received the wrong item or size (e.g. wrong wheelchair size, wrong supplement variant)

If the exchange item is unavailable, we will issue a full refund instead.

7. Medical equipment rentals

Rental items (wheelchairs, hospital beds, oxygen tanks, etc.) follow a separate policy:

• Cancellations made before delivery are fully refundable
• Once the equipment has been delivered and signed for, refunds are not available
• Damaged or malfunctioning rental equipment will be replaced or repaired at no cost during the rental period

For full rental terms, please refer to the rental agreement signed at the time of equipment collection or delivery.

8. Order cancellations

No cancellations are allowed once payment is made. Once your order is paid for, it is considered final and cannot be cancelled.

If you receive a damaged, defective, expired, or wrong item, please refer to Section 1 (Eligibility for return) and submit a return request within 7 days of receiving your order.

We strongly encourage you to review your cart carefully — including product details, quantities, delivery address, and total amount — before completing your payment.

9. Promotional items and store credit

Free gifts must be returned together with the main item; otherwise, the value of the free gift will be deducted from the refund.

10. Late or missing refunds

If you have not received your refund after the stated processing time:

• Re-check your bank or card statement
• Contact your bank or card issuer — processing times vary

If you have done both and still have not received your refund, please contact us via WhatsApp at +6011-6793 6386 or email lautanezbuy@gmail.com / farmasilautan@gmail.com with your order number.

11. Damaged or expired products

We take product quality seriously. If you receive a product that is damaged or past its expiry date, please:

• Stop using the product immediately
• Take clear photos of the product, batch number, and expiry date
• Submit a return request within 48 hours of delivery

We will arrange a replacement or full refund, including shipping costs, and investigate the issue with our supply chain.

12. Contact us

For any questions about this policy or to start a return:

Lautan EzBuy (operated by Lau & Tan Pharmacy Sdn. Bhd.)

• WhatsApp: +6011-6793 6386
• Email: lautanezbuy@gmail.com (online store) / farmasilautan@gmail.com (general)
• Address: No. 20, Pusat Komersial Cabang Tiga, 21200 Kuala Terengganu, Terengganu
• Operating hours: Sunday–Thursday, 9:00 AM–9:00 PM

Farmasi Lautan reserves the right to update this policy at any time. The latest version will always be available on our website. This policy is governed by the laws of Malaysia.