Can I cancel my order after placing it?

Yes. Orders can be cancelled before they are dispatched from the warehouse. Once the order has been processed and shipped, cancellation is no longer possible.

What is the return period for products?

Customers must report any issues and request a return within 14 days of receiving the item to be eligible for a refund or exchange.

What situations qualify for a return or refund?

Returns or refunds may be requested if the item was not delivered, arrived damaged, is incorrect, or does not match the product description.

Do I need to return the product to receive a refund?

Yes. Once your return request is approved, the unused product must be returned to the designated warehouse with a valid tracking number before a refund or replacement is processed.

Who pays for return shipping?

Customers are responsible for the return shipping cost unless otherwise stated. A valid tracking number must be provided to complete the return process.

How do I start a return or refund request?

To initiate a return or refund, contact customer support with your order details and evidence such as photos or descriptions of the issue. You will then receive instructions for returning the item.

What happens after I return my item?

After the returned item is received or tracking is verified, the request will be reviewed and processed. A refund or replacement will be issued based on the situation.

Are refunds available for delivery delays or incorrect addresses?

Refunds are not provided for delays caused by external factors such as logistics issues or incorrect shipping addresses entered by the customer.

Refund & Returns Policy | ACUVICK Official Store

Refund & Returns Policy | ACUVICK®

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At ACUVICK®, your satisfaction remains our priority. Therefore, we provide a transparent and fair Return & Refund Policy. This page explains how cancellations, returns, exchanges, and refunds are handled. Please review the policy carefully before submitting a request.

Order Cancellation (Before Dispatch)

You may cancel your order before it ships from our warehouse. However, once the order enters processing or dispatch, cancellation is no longer possible.
To request cancellation, email [email protected] immediately. Please include your order number for faster processing. Approved cancellations are refunded to the original payment method.
We encourage prompt communication to avoid processing delays.

Eligibility for Returns & Refunds

You may qualify for a return or refund under specific circumstances. These situations include:
The item was not delivered after payment confirmation
The product arrived damaged or defective
The product was incomplete or non-functional
You received the wrong item
The product significantly differs from its description
To qualify, contact us within 14 days of delivery. Additionally, provide the following:
Your order number
Clear photos or videos of the issue
A short explanation of the problem
Send all documentation to [email protected]. Without sufficient evidence, we may not approve the request.

Return Conditions

All returned items must meet strict quality standards. Therefore, please ensure the product meets the following conditions:
Unused and in original, resalable condition
Includes original packaging, labels, manuals, and accessories
Contains all free gifts or bundled items
Not altered, installed, or tampered with
Returned complete with all parts
If the item fails to meet these conditions, we may decline the return. We inspect all items carefully upon arrival.

How to Initiate a Return or Refund

We designed the return process to be simple and structured.
Step 1: Contact Support
Email support@acuvick.com with your order number and supporting photos or videos. Provide a clear explanation of the issue.
Step 2: Return Authorization
Our team will review your request. If approved, we will issue return instructions and a reference number.
Step 3: Ship the Item Back
Securely package the product and ship it to the provided return address. Please keep your tracking number, as it is required for refund processing.
Step 4: Inspection & Resolution
Once received, we inspect the returned item. After approval, we issue a refund or replacement based on eligibility and stock availability.

Return Shipping & Costs

Customers initially cover return shipping costs. However, if your claim is approved due to damage, defect, or incorrect item, we will reimburse the return shipping fee.
We maintain full transparency. Therefore, there are no hidden processing fees.

Refund Processing Time

Refunds are issued only after inspection and approval. Processing typically takes 5–10 business days.
Refunds are returned to the original payment method. However, bank processing times may vary and remain outside our control.
If your refund does not appear within the expected timeframe, please contact your payment provider first. Then, reach out to our support team for further assistance.

Items Not Eligible for Return or Refund

Certain items are not eligible for return unless received damaged or incorrect. These include:
Hygiene-sensitive products such as personal care or beauty items
Innerwear and swimwear
Digital or downloadable products
Used, installed, or altered items
Products missing original packaging or accessories
Clearance, promotional, or sale items
Please review product descriptions carefully before purchasing.

Sale & Promotional Items

Products purchased during promotions or sales are generally non-refundable. However, exceptions apply in the following cases:
Defective products
Incorrect items received
Damage during delivery
In such cases, please contact us within 14 days and provide supporting documentation.

Shipping & Carrier Issues

If tracking shows “delivered” but you did not receive the package, contact the shipping carrier immediately. Additionally, if the outer packaging is damaged while the product remains intact, file a carrier claim directly.
Our support team will assist where possible. However, carrier-related claims must follow shipping provider procedures.

Important Policy Notes

Please take note of the following conditions:
All issues must be reported within 14 days of delivery
Refunds cannot be issued for incorrect shipping details entered at checkout
Delivery delays caused by customs, weather, or force majeure events are non-
refundable
ACUVICK® reserves the right to refuse returns that do not comply with this
policy
We aim to protect both customers and operational integrity.

Data Use in Returns & Disputes

When processing returns, refunds, disputes, or chargeback inquiries, ACUVICK® may collect limited personal information. This includes order details, contact information, transaction records, delivery confirmation, and communication logs.
We use this information solely to:
Verify purchase legitimacy
Investigate claims fairly
Communicate resolution outcomes
Comply with legal, tax, and payment processor obligations
All personal data is processed in accordance with the Personal Data Protection Act 2010 (Malaysia) and our Privacy Policy. We do not sell, rent, or misuse customer data.

Contact Information

For questions regarding returns or refunds, please contact:
Email: [email protected]
Support Team: ACUVICK® Customer Support
We remain committed to delivering a secure, transparent, and reliable shopping experience. Shop confidently knowing that your purchase is protected under our official Refund & Returns Policy.