Shipping Policy

1. Delivery

1.1 We will deliver the Products to you in accordance with the delivery option specified by you when you placed your order.
1.2 We may on some occasions dispatch the Products comprised in your order which are supplied by us in multiple packages. Delivery will be made to the delivery address specified in your order. Please see below for details of where we deliver and the available delivery options. We cannot deliver items within the same order to multiple addresses. We are not responsible for any additional carrying or positioning of Products ordered.
1.3 There may be a delivery charge, which will be added when you checkout. Please make sure that you are satisfied with the delivery charge before confirming your order for Products at checkout.

1.4 We shall deliver the Products to the delivery address specified and keyed in by you on the order form. Your order will be delivered to you via the service of a courier service company appointed by us.
1.5 We aim to deliver within the time frame indicated below but we are not able to guarantee any firm delivery dates upon order and to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.



Delivery time frame

Peninsular Malaysia

5 – 7 working days

East Malaysia (included Labuan)

5 – 8 working days

Note: There is no delivery during Saturday, Sunday and Public Holidays


1.6 On delivery of the Product, you are required to sign for delivery. You shall examine the Products immediately upon collection for any deficiencies and/or damages before you sign for delivery. All risk in the product shall pass to you upon delivery.
1.7 Please note that it might not be possible for us to deliver to some locations. If this is the case, we will inform you using the contact details that you provide to us when you make your order and arrange for cancellation of the order or delivery to an alternative delivery address.
1.8 Delivery Charges will be calculated based on current rate the weight of the order received

1.9All Products must be received by an adult aged 18 years or over. If the driver has doubt over the age of the person receiving the Products, he is entitled to ask such person to show an identity card to prove his/her age. If the person is shown not to be over 18 and no other person can receive the Products, we shall not hand over the Products.
1.10 If you are not available to take delivery or collection, we may leave a card giving you instructions on either re-delivery or collection from the carrier.
1.11 If delivery or collection is delayed through your unreasonable refusal to accept delivery or if you do not  accept delivery or collect the Product from the carrier, then we may (without affecting any other right or remedy available to us) do either or both of the following:

1.    charge you for our reasonable storage fee and other costs reasonably incurred by us; or

2.    no longer make the Product available for delivery or collection and notify you that we are immediately cancelling the order, in which case we will refund to you or your credit card company as applicable any money already paid to us under the order, less our reasonable administration charges (including for attempting to deliver and then returning the Product, and any storage fees as provided).

1.12 If you request for redelivery, we are entitled to charge for providing the service.
1.13 It is your responsibility to notify us immediately of any change to the delivery address.
1.14 We reserve the right to decline delivery of Products to any customer at our sole discretion absolutely.

2. Risk and Ownership

2.1 Once delivered, the Products ordered will become your responsibility and, except in relation to Products that are damaged or faulty when delivered or have been incorrectly delivered, we will not accept any liability for their loss, damage or destruction after they have been delivered.
2.2 Ownership of Products will pass to you on: delivery of the Products; or us receiving full payment of all sums due in respect of the Products, whichever is the later.

3. Price and Payment

3.1 The price of any Products will be as quoted on the Site from time to time, except in cases of obvious error.  Images of the Products are for illustration purposes only.
3.2 These prices may include applicable local taxes and other applicable charges, but exclude delivery costs. Delivery costs will be added to the total amount due once you have selected a delivery service from the available options.
3.3 We cannot complete your order until you have paid for it in full. Payment can be made by most debit or credit cards and other payment methods acceptable to us, by completing the relevant details on the "Payment" page.  We shall not be liable for any credit card or other payment fraud. Please note that we do not receive cash on delivery.
3.4 All product prices listed are in Ringgit Malaysia (RM)..
3.5 We may from time to time set credit limits for individual customers and we reserve the right to limit sales including the right to decline sales to any customers.
3.6 Full payment in respect of an order must be made upon the placing of the order. If your payment cannot be processed, the order will be not be accepted and you are advised to contact your card issuer to resolve any problem concerning the use of your credit card in order to continue with the order.
3.7 We reserve the right to change the payment terms for any order without prior notice.
3.8 If payment for any order has already been made but the order is not accepted by us, you will be entitled to a refund, depending on the period of time your financial institution needs to arrange the refund. We shall not be liable with respect to any loss, damage, cost or expense that you or any person may incur as a result of any delay in your financial institution processing the said refund.
3.9 The Site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on the Site may be incorrectly priced. We will rectify any such errors as soon as possible once we become aware of them. If a Product's correct price is different from the price stated on the Site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.

4. Our Cancellation, Returns and Refund Policy
4.1 We may cancel an order if the Product (or promotional offer(s) involving the Product) is not available for any reason. We will notify you if this is the case and return any payment that you have made. Refund will be credited into the credit card account originally used by you to pay for your purchase, depending on the period of time your financial institution require to arrange for the refund.
4.2 You cannot cancel an order once a Dispatch Confirmation is issued. If you wish to seek further information or assistance, please feel free to Contact Us
4.3 You shall examine the Products immediately upon collection / delivery for any deficiencies and/or damages. Claims (if any) must be lodged to our customer service at Contact Us at the time of collection/ delivery; otherwise we shall have the discretion to refuse your claim.
4.4 For home delivery, you may hand any faulty or damaged Products, or incorrect items back to the driver at the time of delivery, we will process the refund within 30 days.  
4.5 Exchange of the product or refund for the product can be arranged for the following reasons:

·        If the product is obviously expired / damaged upon collection at the store / at time of delivery.

·        If the product is expired / damaged inside packaging after collection/ delivery; and you contact customer service within 7 days.

·        If the product ordered is different from the item collected at the store/ delivered.

4.6 We will inspect the returned product upon return by you. If one or more of the conditions in paragraph 4.5 above is fulfilled, you are entitled to choose between an exchange of the product if the product is available in our stock, or for a refund to be made to you through your payment account (credit card/debit card/point redemption), after 30 days from the approved return date.
4.7 Products returned for a refund shall be refunded at the price which you had paid at the point of ordering. Products to be returned must be returned in its original packaging, unused, with all gift items (if any) together with proof of purchase (original receipt or delivery note). Otherwise the retail value of the gift item(s) would be deducted from the refund. Items purchased as a set must also be returned as a set.



5.Voucher and Redemption

5.1   Voucher Use and Redemption

(a)      Voucher(s) purchased shall be redeemable only for the goods and/or services specified on the Voucher and shall only be available for redemption during the period specified on the Voucher.

(b)      A Voucher cannot be exchanged or redeemed for cash.

(c)      A Voucher cannot be combined with any other Voucher, discount or promotional offer unless otherwise specified.

(d)      TrueCare2U not responsible for lost or stolen vouchers or fraudulent use of a Voucher or the unique serial number of a Voucher.

(e)      A Voucher may contain terms and conditions (“Voucher Terms”) that supplement, and are to be read as in addition to, these Terms and Conditions. In the event of any inconsistency between the Voucher Terms and these Terms and Conditions, the Voucher Terms shall prevail.

6.1 Validity Period & Reactivation Fees For Expired Vouchers

(a) All Vouchers shall have the following Original Validity Periods.


6.2  Voucher Availability and Scheduling

(a)      All goods and/or services redeemable by Vouchers purchased are subject to availability. TrueCare2U and the Partners do not guarantee that the goods and/or services redeemable by Vouchers purchased will be available at your preferred date and time.

(b)      A representation on the Site that goods and/or services will be available over a range of dates does not preclude you from being required to make an appointment or booking to redeem the goods and/or services. Appointments or bookings may not be available on short notice.

(c)      Where the goods and/or services redeemable by the Voucher relate to a course or series of sessions or treatments, you agree that these may need to be scheduled at intervals to be determined in consultation with the Company or the selected Partner.

(d)      TrueCare2U and the selected Partner reserve the right to cancel and reschedule your appointment or booking. Except as required by law, the Company and selected Partner will not be held liable for such events and are not liable to reimburse you for any travelling, accommodation or other loss or expenses suffered or incurred by you or any other person due to any cancelled or rescheduled appointment or booking.