RETURN POLICY
BIOFAIRY is committed to providing quality products and reliable customer service. If you receive a damaged, incorrect or faulty product, please contact us as soon as possible so that we can assist you.
Reasons for Return
Returns or replacement requests may be accepted for the following reasons:
- Product damaged upon delivery
- Incorrect product / model / colour delivered
- Product is faulty or defective
- Missing parts or accessories
- Product received is significantly different from the confirmed order
Return Request Period
Customers should report any damaged, incorrect, incomplete or faulty product within 7 days from the date of delivery.
Please provide:
- Order number
- Customer name
- Contact number
- Product name / model
- Description of the issue
- Photos or videos showing the problem
- Photos of the packaging where applicable
BIOFAIRY reserves the right to inspect and verify the product before approving any return, replacement or other remedy.
Water Purifiers and Installed Products
For water purifiers and products requiring installation, customers are encouraged to inspect the product before or during installation.
Once a product has been installed, connected to a water supply or used, returns due solely to change of mind, personal preference, size, appearance or non-quality-related reasons will generally not be accepted.
If the installed product has a confirmed manufacturing defect, BIOFAIRY will arrange inspection, repair, replacement or another appropriate solution in accordance with the applicable warranty terms.
Non-Returnable Items
The following items are generally not returnable unless they are faulty, damaged or incorrectly supplied:
- Used or installed products without manufacturing defects
- Opened or used replacement filters
- Consumable products
- Products damaged due to misuse or improper handling
- Products damaged due to unauthorised installation, modification or repair
- Products without original accessories, parts or packaging where reasonably required
- Clearance or special-order products marked as non-returnable
- Change-of-mind purchases after installation or use
Damaged Products
If your product arrives damaged, please contact us promptly and provide clear photos or videos of:
- The damaged product
- The outer packaging
- The shipping label
- The damaged area
Do not dispose of the original packaging until the claim has been reviewed.
Incorrect Product Received
If BIOFAIRY sends the wrong product, model or specification, please do not install or use the product.
Contact our customer service team and we will arrange the appropriate replacement or solution after verification.
Faulty Products
If a product is suspected to be faulty, our technical or customer service team may first carry out troubleshooting or arrange an inspection.
Depending on the nature of the fault, BIOFAIRY may provide:
- Technical assistance
- Repair
- Replacement parts
- Product replacement
- Other appropriate remedies
The applicable warranty terms will apply.
Refunds
Where a refund is approved, the refund will generally be made using the original payment method or another method agreed with the customer.
Processing time may vary depending on the bank, card provider, payment gateway or Buy Now Pay Later provider.
Delivery, installation or service charges that have already been completed may not be refundable unless required by applicable law or otherwise approved by BIOFAIRY.
Return Shipping
If a return is caused by an error by BIOFAIRY, a confirmed product defect or damage during delivery, reasonable return arrangements will be handled or advised by our customer service team.
For returns not caused by BIOFAIRY, any applicable transportation, collection or handling costs may be borne by the customer.
Warranty Claims
After the return period has ended, eligible product defects will normally be handled under the applicable Product Warranty / After-Sales Service Policy rather than as a normal return.
Contact Us
For return, replacement or warranty enquiries, please contact BIOFAIRY Customer Service through the contact details provided on our website.
This Return Policy does not limit any rights available to consumers under applicable Malaysian law.
BIOFAIRY
Better Water, Better Life.