Refund Policy

Effective Date: 5 August 2026

At Medic IG Biopharma Sdn. Bhd. (“Biopharma”), customer satisfaction is important to us. We strive to ensure that every product delivered meets our quality standards. This Refund Policy outlines the circumstances under which returns, refunds, replacements, and exchanges may be accepted for purchases made through Biopharma.com.my.

By placing an order on our Website, you acknowledge and agree to this Refund Policy.

1. General Policy

Due to the nature of medical equipment, healthcare products, and hygiene-related items, not all products are eligible for return, refund, or exchange.

Each refund or return request will be assessed individually and at the sole discretion of Medic IG Biopharma Sdn. Bhd., subject to applicable consumer protection laws in Malaysia.

2. Refund Eligibility

Customers may be eligible for a refund, replacement, or exchange if:

• The incorrect product was delivered.
• The product was received damaged during delivery.
• The product has a verified manufacturing defect.
• The product is incomplete or missing essential components.
• The wrong quantity was supplied.
• The product cannot be supplied after payment has been successfully received.

Supporting photographs, videos, or additional information may be requested to facilitate the assessment.

3. Non-Refundable Items

Unless required by applicable law, refunds or exchanges will generally not be accepted for:

• Change of mind.
• Incorrect product selected by the customer.
• Products damaged due to misuse, negligence, improper installation, or improper storage.
• Products showing signs of wear, usage, modification, or alteration.
• Clearance, promotional, or final sale items unless defective.
• Hygiene-sensitive or personal-use products that have been opened or used, including but not limited to cushions, mattresses, commode accessories, toileting products, personal care products, or similar items.
• Products damaged after successful delivery.
• Customised or special-order products.

4. Return Request Period

Customers should notify Biopharma as soon as reasonably possible after receiving the product.

To facilitate assessment, return requests should preferably be submitted within seven (7) calendar days from the date of delivery.

Requests submitted after this period may still be reviewed at Biopharma’s discretion, depending on the nature of the issue.

5. Product Condition for Returns

Where a return is approved, the product should:

• Be returned in its original condition where reasonably possible.
• Include original accessories, manuals, packaging, and supplied components.
• Be free from unnecessary damage caused after delivery.
• Be adequately packed to prevent damage during return transportation.

Biopharma reserves the right to reject returns if products are returned in a condition materially different from when delivered, except where the return relates to a verified manufacturing defect.

6. Inspection Process

All returned products are subject to inspection by Biopharma or the manufacturer before any refund, replacement, repair, or exchange is approved.

Approval of a return request does not automatically guarantee a refund.

7. Refund Method

Where a refund is approved, it will generally be processed using the original payment method whenever reasonably practicable.

Depending on the payment provider, refunds may take approximately 7 to 21 business days to be reflected in the customer’s account.

Processing times may vary between banks, payment gateways, BNPL providers, and financial institutions.

8. Buy Now Pay Later (BNPL)

For purchases made using Buy Now Pay Later (BNPL) services:

• Approved refunds will be processed in accordance with the respective BNPL provider’s policies and procedures.
• Refund timelines may vary depending on the BNPL provider.
• Customers remain responsible for complying with their BNPL repayment obligations until the refund has been successfully processed by the provider.

Biopharma is not responsible for any interest charges, administrative fees, or late payment fees imposed by third-party BNPL providers.

9. Shipping Charges

Unless the return is due to:

• A defective product;
• A product damaged during transit;
• An incorrect item supplied by Biopharma; or
• An error directly attributable to Biopharma,

original shipping charges, installation fees, handling fees, or special delivery charges are generally non-refundable.

Where applicable, return shipping costs may be borne by the customer.

10. Large Medical Equipment

For oversized products including but not limited to:

• Hospital Beds
• Electric Beds
• Bariatric Equipment
• Medical Furniture
• Large Rehabilitation Equipment

additional inspection, collection arrangements, or transportation charges may apply before a return or exchange can be completed.

Where installation has been completed, additional dismantling or transportation costs may apply unless otherwise agreed.

11. Order Cancellation

Customers may request cancellation before an order has been processed or dispatched.

Once an order has been processed, packed, shipped, or scheduled for delivery, cancellation may no longer be possible.

If cancellation is approved, any applicable payment processing charges, administrative fees, or non-recoverable costs incurred by Biopharma may be deducted where permitted by law.

12. Refused Deliveries

If a customer refuses delivery without a valid reason after shipment has been arranged, Biopharma reserves the right to deduct any applicable:

• Courier charges
• Return freight costs
• Handling charges
• Administrative fees

before any refund is processed.

13. Warranty Claims

Products covered under a manufacturer’s warranty shall be handled in accordance with the applicable warranty terms.

Warranty claims may involve:

• Inspection
• Repair
• Replacement
• Manufacturer assessment

rather than an immediate refund.

14. Fraudulent Claims

Biopharma reserves the right to reject any refund or return request where there is reasonable evidence of:

• Fraud
• Abuse of refund policies
• False claims
• Intentional product damage
• Misrepresentation
• Repeated unreasonable return behaviour

Appropriate action may be taken, including suspension of future purchasing privileges where permitted by law.

15. Limitation of Liability

To the fullest extent permitted under Malaysian law, Medic IG Biopharma Sdn. Bhd. shall not be liable for indirect, incidental, consequential, or special losses arising from refund requests, return delays, inspection processes, courier delays, or manufacturer warranty assessments.

Nothing in this Policy excludes rights that cannot lawfully be excluded under applicable legislation.

16. Amendments

Medic IG Biopharma Sdn. Bhd. reserves the right to revise, amend, modify, or update this Refund Policy at any time without prior notice.

The latest version published on Biopharma.com.my shall supersede all previous versions.

17. Contact Us

For enquiries relating to refunds, returns, exchanges, warranty claims, or order cancellations, please contact:

Medic IG Biopharma Sdn. Bhd.

Website: https://www.biopharma.com.my

Email: info@biopharma.com.my

Telephone / WhatsApp: +60 16-362 1369

Customer Service Hours

• Monday – Friday: 9:00 AM – 6:00 PM (Malaysia Time)
• Saturday: 9:00 AM – 1:00 PM
• Sunday & Public Holidays: Closed (unless otherwise announced)

We aim to acknowledge refund-related enquiries within one (1) to two (2) business days. Additional time may be required where inspections, manufacturer verification, or courier investigations are necessary.