Shipping and Returns
ShippingKBI Direct aims to ship all products to you the customer between 2-3 business days. We primarily use Poslaju Express to ship out all products. Once your product ships out you will receive a confirmation email with the tracking information. Our shipping charges are free for orders over RM 150. For any orders below RM 150 we charge a flat shipping fee of RM 6 for Peninsular Malaysia and RM 10 for East Malaysia. For ASEAN countries (Thailand, Vietnam, Indonesia, Singapore, Philippines, Myanmar, Cambodia, Hong Kong, Laos and Brunei), shipping will be free for orders above RM 350. For all other orders, a fixed delivery fee of RM 35 applies. Customers from all other countries shipping will be free for orders above RM500. For all other orders to these countries, a fixed delivery fee of RM 60 applies. For domestic and most international orders, we use Pos Malaysia EMS Service.
In the unlikely event if we could not ship out your order via our usual couriers, a suitable alternative will be provided with no extra cost. Courier Delivery Time Peninsular Malaysia: 1-3 business days Sabah, Sarawak and Labuan and ASEAN countries: 1-5 business days International: Varies according to destination.
Import Tax and Duties Unfortunately we are unable to individually assess import taxes for each countries and hence any import taxes and/ or duties incurred during the importation process for overseas order are the responsibility of the customer.
For ASEAN customers, we will provide notification notes alongside your orders to ease custom clearance. All our products are approved by the Malaysian Pharmaceutical Regulatory Authority and it will be mutually recognised within ASESAN agencies.
ReturnsWe follow an Easy returns policy. If you don't like it, return it.
All you need to do is get in touch with us within 5 days of you receiving your order, ensure that the items are not used and in its original condition and packaging and we will take care of the rest.
The steps are:
- Contact us within 5 days of you getting your order (mention your order number)
- Keep the order ready (unopened, unused and in its original packaging)
- Wait for us to pick up the item (usually within 2-3 days) and upon receiving the item back and confirming that it is in a re-saleable condition we issue you a refund (less shipping charges) through store credits or to your original mode of payment.
- Use the store credits to shop again on KBI Direct.
Damage Claims & Refund We check all products prior to shipping. For items damaged during transit, Please contact us as soon as you receive the product. Pictures of the damaged items will be appreciated. Unfortunately we could not accept returns for cosmetic damages (i.e. damaged boxes etc).
We do not issue credit card or cash refunds. Store credits are issued for exchanges which are valid for 6 months upon issuance.
Should you receive the wrong product, kindly inform us immediately. Please do not break the packaging seal, as we could not accept any returns if the seal is broken. All cost of return will be reimbursed by us.
Please don’t throw away your damaged/defective items. We may ask you to send the damaged/defective items back to us (at our expense), or we’ll ask you to dispose of the items appropriately. Please do not discard the package, inclusive of all external and internal content that came with the package, which may include consignment note, flyers, bubble wrap, product cover & packaging, product casing, product content, promotional materials / vouchers etc.