Return Policy

This Returns, Refunds, and Exchange Policy ("Policy") applies to purchases made from Ilham Health Sdn. Bhd. ("Ilham Health," "we," "us," or "our"), a company registered in Malaysia with registration number 1554726-D and having its registered address at GFG Tower, 65, Jalan Raja Bot, Kawasan 18, 41400 Klang, Selangor Darul Ehsan, Malaysia.

Please read this policy carefully. By making a purchase from Ilham Health, you agree to be bound by the terms and conditions outlined below.

1. Overview

We are committed to providing you with high-quality medical products and excellent customer service. If you are not entirely satisfied with your purchase, we're here to help. This policy outlines the conditions under which you can return items, receive a refund, or request an exchange.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • Timeframe: You must initiate the return process within seven (7) calendar days from the date you received the item.
  • Condition: The item must be unused, unworn, uninstalled, and in the same condition that you received it.
  • Original Packaging: The item must be in its original packaging, including all accessories, manuals, and free gifts.
  • Proof of Purchase: You must provide the original receipt or proof of purchase.
  • Product Specifics: The item must not fall under the categories of non-returnable items listed below.

3. Non-Returnable / Non-Refundable Items

Due to the nature of medical products and for hygiene, safety, and health reasons, certain items are strictly non-returnable, non-refundable, and non-exchangeable once opened, used, or their sealed packaging is broken. This includes, but is not limited to:

  • Personal Hygiene Products: Face masks, CPAP masks (if sealed packaging is broken), nasal cannulas, oxygen tubing, humidifiers, filters, cushions, and any item that comes into direct contact with the user's body or bodily fluids.
  • Consumable Products: Opened or used disinfectants, cleaning solutions, batteries, or other single-use items.
  • Medical Devices (Used): Any medical equipment (e.g., CPAP machines, oxygen concentrators, nebulizers) that has been used, connected to a patient, or for which the sealed packaging has been opened, unless proven defective upon arrival.
  • Custom-Made or Special Order Items: Products that have been customized or ordered specifically for you.
  • Rental Items: Rental agreements have separate terms. Returns for rental items are governed by the specific Rental Agreement signed at the time of rental. (Refer to Section 8).
  • Clearance or Sale Items: Items purchased during a sale or as clearance stock are generally final sale and not eligible for return or refund unless explicitly stated otherwise or if defective.

Please inspect your items carefully upon receipt before opening any sealed packaging.

4. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Email us at returns@ilhamhealth.com.my or call us at +6016-665 2715 within the eligible return timeframe. Please provide:
    • Your order number.
    • The item(s) you wish to return.
    • The reason for the return.
    • Photographs or videos, if the item is damaged or defective.
  2. Return Authorization: Our customer service team will review your request. If approved, you will receive a Return Merchandise Authorization (RMA) number and instructions on how to send back your item. Please DO NOT send back any item without an RMA number.
  3. Packaging: Pack the item securely in its original packaging, including all original accessories, manuals, and free gifts.
  4. Shipping: You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping insurance as we cannot guarantee that we will receive your returned item.

5. Refunds

Once we receive your returned item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

  • If your return is approved, we will initiate a refund to your original method of payment (e.g., credit card, bank transfer).
  • The refund will typically be processed within 7 business days after approval, depending on your bank's policies.
  • Please note that initial shipping costs (from us to you) are non-refundable.

6. Exchanges

We only replace items if they are defective or damaged upon arrival, or if there was an error in the item shipped. If you need to exchange it for the same item, please contact us immediately at Ilham Health Sdn. Bhd. GFG Tower, 65, Jalan Raja Bot, Kawasan 18, 41400 Klang, Selangor Darul Ehsan, Malaysia. Exchanges are subject to product availability. If an exchange is not possible, a refund will be offered.

7. Defective or Damaged Items

If you receive a defective or damaged item, you must notify us within 24 hours of delivery. Please provide clear photographic or video evidence of the defect or damage. We will assess the issue and, if confirmed, arrange for a replacement or a full refund, including return shipping costs. We may arrange for the collection of the defective item.

8. Rental Returns

This policy primarily covers purchased items. The return and refund terms for rented medical equipment are explicitly outlined in the Rental Agreement signed by you at the time of rental. Please refer to your specific rental agreement for details regarding:

  • Rental period and extension.
  • Return conditions and cleanliness requirements.
  • Charges for late returns, damage, or loss.
  • Refundable deposits and conditions for their return.
  • Maintenance and servicing responsibilities.

For any queries regarding rental returns, please contact our dedicated rental support team at +6016-665 2715.

9. Cancellation Policy

Orders can be cancelled free of charge if cancellation is requested before the item has been dispatched. Once an item has been dispatched, it falls under our standard return policy (Section 2). To cancel an order, please contact us immediately.

10. Changes to This Policy

We reserve the right to update or modify this Returns, Refunds, and Exchange Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website, with the "Last Updated" date revised accordingly. We encourage you to review this policy periodically to stay informed.

11. Contact Us

If you have any questions about our Returns, Refunds, and Exchange Policy, please contact us:

Email: returns@ilhamhealth.com.my
Phone: +6016 - 665 2715
Address: Ilham Health Sdn. Bhd. GFG Tower, 65, Jalan Raja Bot, Kawasan 18, 41400 Klang, Selangor Darul Ehsan, Malaysia