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Customer Policies Manual
Herbaline Wellness Group & Janipro (M) Sdn Bhd
Comprehensive Shipping, Order Cancellation, Return & Refund Guidelines
Last Updated: 25th June 2026
SECTION 1: SHIPPING POLICY
1.1 Order Processing Time & Dispatch
All orders are processed within 1 to 5 business days (excluding weekends and public holidays) after receiving your order confirmation email. You will receive an Order Tracking Email with complete shipment details as soon as your package leaves our distribution center.
1.2 Shipping Rates & Estimated Delivery Windows
Shipping charges for your order are calculated and displayed at checkout. All products are delivered via trusted local courier service partners. Estimated delivery windows within Malaysia are as follows:
| Destination Region | Estimated Delivery Time |
|---|---|
| Peninsular Malaysia | 3 to 5 business days |
| East Malaysia (Sabah & Sarawak) | 5 to 7 business days |
Note: Standard delivery target is within 7 business days. However, delays may occasionally occur due to high order volume or unexpected carrier circumstances.
1.3 Order Tracking & Carrier Synchronization
- Tracking Assignment: Tracking numbers are generated at our distribution center upon packaging and displayed in your account order status.
- System Sync Window: It may take up to 72 hours before the carrier scans the parcel into their active tracking database. Status updates may not appear immediately after physical dispatch.
- Carrier Contact: For status updates once a tracking number is active, please contact the respective courier service provider directly.
1.4 Delivery Conditions & Requirements
- Missed Deliveries: If you are unavailable, the courier service will leave a ‘Missed Shipping’ card with instructions to reschedule delivery.
- Single Destination Policy: We currently do not support shipping orders to multiple addresses within a single transaction. Please place individual orders for each recipient address.
- Non-Refundable Shipping: Shipping fees paid at checkout cover fulfilled transit services and are non-refundable upon product return (unless returned due to merchant error).
1.5 Damaged, Wrong, or Missing Items Upon Delivery
Janipro and Herbaline products are produced under certified manufacturing standards (NPRA GMP, HACCP, ISO 22000). If you receive an order that is damaged, tampered, wrong, or incomplete:
- Reporting Timeline: Notify Customer Care within 48 hours of delivery.
- Required Proof: Provide Order ID along with clear photo/video proof of packaging, shipping label, and product condition.
- Support Channels: Contact HWG Customer Care email or Janipro Careline (+6 012 568 7822) for replacement or refund processing.
SECTION 2: CANCELLATION, RETURN & REFUND
Due to health, hygiene, and strict safety guidelines governing supplements, wellness, cosmetics, and nutraceutical products, all cancellations, returns, and refunds are subject to the following standard operating procedures.
2.1 Order Cancellation Policy
- Pre-Dispatch Cancellation: Orders may only be canceled prior to order packing and dispatch at our logistics warehouse.
- Cancellation Process: Contact our Careline (+6 012 568 7822) AND email enquiry@janipro.com immediately with your Order ID.
- Post-Dispatch Orders: Once an order is shipped or handed to a courier, cancellation is not possible. You must receive the parcel and follow the return/refund process if eligible.
2.2 Eligibility Criteria for Returns & Refunds
- Return Request Window: Must be requested within 3 calendar days from parcel received date.
- Eligible Grounds: Returns/refunds are accepted solely under the following circumstances:
- Discrepancy: Product received does not match tax invoice or order details.
- Defect/Damage: Product arrived damaged, broken, or spoiled beyond consumable condition.
- Expiry: Product arrived past its printed shelf-life expiration date.
- Product Condition: Must be unused, unopened, with original packaging, seals, labels, and proof of purchase (Order ID/receipt) intact.
2.3 Non-Returnable & Non-Refundable Items
To comply with health and safety laws, the following items cannot be returned or refunded:
- Opened Products: Any opened, unsealed, or used skincare, wellness, beauty, or nutritional products.
- Tampered Goods: Products with broken safety seals or damaged outer packaging caused post-delivery.
- Customer Negligence: Damage resulting from misuse, poor storage conditions, or improper handling after receipt.
- Promotions & Clearance: Clearance items, promotional gifts, or bundled product deals (unless confirmed defective/damaged prior to receipt).
- Shipping Charges: Outbound delivery charges are non-refundable.
2.4 Return Instructions & Warehouse Address
For approved returns, follow these shipment guidelines:
- Notification & Approval: Report item within 48 hours for damage/errors or within 7 days for general eligible returns. Secure written approval from Customer Care prior to returning.
- Designated Return Facility Address:
OFFICIAL RETURN ADDRESS:
Janipro (M) Sdn Bhd.
No. 28, Jalan Hi-Tech 6/1, Kawasan Perindustrian Hi-Tech 6,
43500 Semenyih, Selangor, Malaysia
Careline: +6 012 568 7822 | Email: enquiry@janipro.com - Return Freight & Risk: Return delivery fees are paid by the customer unless the issue is due to merchant error (damaged, wrong item, expired). Customers are advised to use trackable courier services; the company assumes no liability for goods lost or damaged during return shipment.
2.5 Inspection & Refund Processing
- Warehouse Inspection: Returned items are inspected upon arrival to verify condition and eligibility.
- Approval Notification: Customer Care will send notification confirming approval or rejection of the refund request.
- Disbursement Timeline: Approved refunds are credited to the customer’s original payment method or bank account within 7 to 14 business days.