Refund Policy – Doulton Healthwave
At Doulton Healthwave Sdn Bhd, we are fiercely committed to delivering transformative wellness solutions and next-level customer care. While we aim for perfection in every delivery, we understand that sometimes a refund or return becomes necessary due to unexpected circumstances. This comprehensive Refund Policy outlines when and how you can request a refund or exchange—no stress, no confusion, just clarity.
We value your trust, and our refund process is designed to be smooth, responsive, and fair. Whether you received a defective item, the wrong product, or simply changed your mind (where eligible), we’re here to support your request for a refund with prompt communication and professional service.
Eligibility for Returns
- Returns are accepted within 7 days of receiving your order, provided the product is unused, unopened, and in its original packaging.
- Items must be returned with a valid proof of purchase.
- Due to the nature of our wellness and medical-related products, some items may be non-returnable for hygiene and safety reasons. These will be clearly indicated on the product page.
Why Our Refund Policy Stands Out
Our goal is to make your experience with Doulton Healthwave not just satisfactory—but exceptional. Here’s what makes our refund policy powerful:
- Risk-free purchases – You can shop confidently, knowing that your investment is protected.
- Hassle-free process – We’ve eliminated the red tape to make your refund experience fast and frustration-free.
- Rapid resolutions – We act quickly so you’re not left waiting. Most refund approvals are resolved within days.
- Empathetic service – Our team listens, understands, and treats your request with the urgency it deserves.
- Transparent terms – No fine print surprises. Our refund criteria are clear, fair, and customer-first.
Your wellness journey should never feel like a gamble. If something doesn’t meet expectations, our refund team is here to make it right—with integrity and care.
When Can You Request a Refund or Return?
Faulty or Defective Products
Received something that doesn’t work as promised?
- Reach out within 7 days of receiving your order at experience@doultonhealthwave.com
- Attach clear photos showing the defect
- We’ll issue a 100% refund or a swift replacement, including shipping costs—no questions asked
- Your satisfaction is our priority, and faulty products will always be eligible for a full refund
Products Damaged During Shipping
We get it—things happen in transit. If your package arrives in rough shape:
- Contact us within 7 days of delivery
- Send us images of the damaged item and packaging
- We’ll handle the shipping claim and give you a refund or a new shipment, on us
- A hassle-free refund is available for all items damaged during shipping
Not What You Ordered?
If your item doesn’t match the product description:
- Let us know within 7 days of delivery
- Share proof of the discrepancy
- Choose between a full refund or an exchange—your call
- Accurate product representation is essential to us. If we fall short, your refund is guaranteed
Non-Refundable Items (For Safety & Hygiene)
Some items can’t be returned or refunded due to hygiene, safety, or shelf-life concerns:
- Perishable supplements
- Opened or used personal items (like skincare or stem cell inhalers)
- Items marked as final sale
However, if such an item is faulty or arrives damaged, you may still qualify for a refund. We uphold strict product standards and take responsibility where necessary.
What You Need to Qualify
To process any refund or return:
- A valid proof of purchase is required (order confirmation, invoice, or receipt)
- Refunds are only processed when linked to verifiable transactions
How to Request a Refund
Our refund process is simple, efficient, and transparent:
- Email us at experience@doultonhealthwave.com
- Include your order number, reason for the refund, and any relevant images
- We’ll respond with step-by-step instructions to complete your refund request
- Return the item in its original packaging, along with all accessories and inserts
- Once received and verified, your refund will be reviewed and approved accordingly
Refund Timeline
- After we receive and inspect the returned product, we’ll notify you of the outcome
- If your refund is approved, it will be processed within 30 business days
- The refund will be credited to your original payment method, and you’ll be notified via email
- Processing times may vary depending on your payment provider
We believe in accountability and keep you updated throughout the refund journey.
Need to Exchange?
- Exchanges are based on product availability
- All the same rules apply to refunds
- Email us to check availability and begin the exchange or refund process
For International Customers
- Duties, customs charges, and taxes applied by your country are not covered by Doulton Healthwave. These are the responsibility of the customer and are assessed based on your country’s import regulations.
- We do not accept returns or offer refunds if the item is delayed, held, or returned due to non-payment of applicable duties or taxes.
We encourage all international customers to familiarize themselves with their country’s import policies before purchasing.
Still Have Questions?
If you need help with a refund request, product concerns, or just want clarity, don’t hesitate to reach out: 📧 experience@doultonhealthwave.com
We’re here to ensure your experience with Doulton Healthwave feels seamless, secure, and supported—especially when it comes to refunds, returns, and making things right.