Return & Refund Policy
Ref: Version 01.2024
At Country Farm Organics, we want you to experience shopping with confidence and peace of mind. We value your satisfaction above all else, and we're here to make sure you have a fantastic shopping experience. If you ever find yourself in a situation where you need to return or exchange a product, we've got you covered with our return policy.
Why Shop Hassle-Free with Us?
We believe in hassle-free shopping, and our return and exchange policy reflect just that. Here's what you need to know:
1. Eligible Reasons for Return/Exchange
We're here to assist you if:
- The product(s) you received are damaged, defective, or not up to our quality standards.
- You received the wrong product(s) in your order.
- Products have a short expiry of fewer than six (6) months, except for items purchased from our Clearance Promotion section.
- Your purchase was made exclusively through our official online stores:
- Country Farm Organics Official Website: www.countryfarmorganics.com
- Lazada: www.lazada.com.my/country-farm-organics
- Shopee: www.shopee.com.my/cfarms.os
2. How We Handle Discrepancies
If you encounter any of the eligible reasons mentioned above, here's how we'll assist you:
- For damaged/defective items or incorrect deliveries, we'll happily exchange the product(s) or provide a refund in the form of an e-voucher code or replace them with products of equal value. Reach out to our friendly Customer Service team to get started.
- In the case of additional, wrong, or damaged products delivered, we reserve the right to collect the products from you.
- If items are wrongly or inadequately delivered, we'll refund the difference or provide the correct/missing item. Please get in touch with our Customer Service team for assistance.
- For damaged or defective items, we may request proof of purchase, photos, and videos as evidence to ensure we address the issue promptly.
3. Non-Eligible Reasons for Return
Please note that we cannot accept returns for the following reasons:
- Products purchased from dealers, third-party sellers, or unauthorized dealers/sellers, whether in retail or online. Kindly contact the respective store or online seller for your return inquiries.
- Consumed, drank, opened, or used products are not eligible for refund/exchange.
- Return/exchange requests will not be considered after five (5) days from the date you received the item(s).
- Free gifts and Country Farm Organics merchandise cannot be exchanged.
4. Return Item Conditions
To ensure a smooth return process, please make sure:
- Returned item(s) are in their original packaging and in new or unused condition.
- All returns must include a Tax Invoice (Country Farm Organics website) or Order Details (Shopee & Lazada) to be processed.
5. Shipping Costs for Returns
Here's how we handle return shipping costs:
- Customers are responsible for covering return shipping costs, both from the customer to Country Farm Organics Warehouse and back to the customer's receiving address.
- If you fail to make the payment for return shipping costs, we'll dispose of the item(s) after 2 working days from when our customer service personnel reach out to confirm the return details.
- If you attempt to return a non-returnable item, we will return it to you, and you'll be responsible for the return shipping cost.
- If you're returning an item due to a defect or mistake on our part, we will cover the shipping costs (from the customer to Country Farm Organics Warehouse to the customer's receiving address).
6. Refunds to Original Payment Method
Refunds will be issued to the original payment method only in the following cases:
- The product has a manufacturing defect or is out of stock.
- If an item is out of stock, we will offer a refund based on the adjusted bill total, including any vouchers or discounts, or a replacement of equivalent value.
- We may cancel your order if a product is unavailable. You’ll receive a notification, and the refund will be processed accordingly. Processing times vary based on your financial institution.
Important Note: We Don't Do Cash Refunds
Please keep in mind that we do not offer cash refunds. All refunds will be provided in the form of products or e-voucher codes of equal value based on the terms of the promotional price at the time of your order creation.
If you have a damaged or defective product or are experiencing product quality issues, simply drop us an email at [[email protected]] or fill up the form on this page. Our friendly customer service team will guide you through the process. Be sure to provide us with your full name (as per NRIC), contact number, order ID, product description/remarks, and photos, including the product batch number if applicable.
If you’ve ordered the wrong product, please contact us immediately via WhatsApp at +60 18-209 2888 during our working hours: 9:00 am – 6:00 pm, Monday – Friday, excluding public holidays. Alternatively, you can drop us an email at [[email protected]] and provide your full name (as per NRIC), contact number, order ID, and product description/remarks. Depending on the order status, we’ll do our best to accommodate your request, but please note that once the parcel has been shipped, we cannot change products or issue refunds.
Thank you for choosing Country Farm Organics. We're here to make your shopping experience delightful and hassle-free. If you have any questions or need assistance with returns, don't hesitate to reach out to our dedicated Customer Service team.
Happy shopping!
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