A return request may be submitted within 7 calendar days from the date of delivery for the following reasons:

• Product received is damaged or defective
• Wrong product delivered (incorrect SKU or variant)
• Product packaging is compromised (leaking, broken seal)
• Product does not match the description on the Website

Returns will not be accepted for:

• Products that have been opened, used, or partially consumed (unless defective)
• Products returned after the 7-day window
• Products damaged due to improper storage or application by the customer
• Change of mind or incorrect order placement by the customer

To initiate a return, please follow these steps:

1. Contact us at [email protected] or via WhatsApp at +60 17-762 4721 within 7 days of delivery.
2. Provide your order number, a description of the issue, and photographic evidence of the defect or damage.
3. Our customer service team will review your request within 2 business days and provide a Return Merchandise Authorisation (RMA) number if approved.
4. Ship the product back to our warehouse address using a trackable courier service. Return shipping costs are borne by the customer unless the return is due to our error.
5. Upon receipt and inspection of the returned product, we will process your replacement or refund within 7 business days.

Approved refunds will be processed as follows:

• Online payments: Refunded to the original payment method within 7–14 business days, subject to the payment gateway's processing time.
• Bank transfer payments: Refunded via bank transfer to the account provided by the customer within 7 business days.
• Cash on delivery: Refunded via bank transfer upon receipt and verification of the returned product.

Where a product is confirmed defective or incorrectly delivered, we will offer a replacement of the same product at no additional cost, including shipping. If the product is out of stock, a full refund will be issued.

For bulk orders (50 kg and above) or distributor/agent purchases, return and refund terms are governed by the individual supply agreement. Please refer to your signed agreement or contact our sales team for clarification.

Martoda Biotech Sdn Bhd (Registration No. 201801043037 / 1405069-M)
No. 51-2, Jalan SR 1/9, Taman Serdang Raya, 43300 Seri Kembangan, Selangor, Malaysia
Email: [email protected]
Phone / WhatsApp: +60 17-762 4721