Return and Refund Policy

Effective Date: 06 February 2026

We understand that health products are important to everyone. Therefore, while we prioritize product safety and quality, we also strive to provide a fair and transparent return and refund process.

1. Introduction

At 1 KAINUO HEALTHCARE SDN BHD (1590007-K), we are committed to ensuring your satisfaction with our products. If you are not completely satisfied, you may be eligible for a return or refund under the conditions outlined in this policy.

2. Eligibility for Returns

Return Period: Products can be returned within 14 days from the date of successful delivery (as confirmed by courier tracking). After this period, we cannot offer a refund or exchange.
Condition of Items: Returned items must be unopened, unused, in their original packaging, and in the same condition as when received. All contents, including instructions and other materials, must be included.
Hygiene & Safety Exception (Important):

For hygiene and safety reasons, opened, unsealed, or tampered health supplements, consumables, and wellness products are strictly non-returnable and non-refundable, unless the item is defective, damaged upon arrival, or incorrectly delivered due to our error.

Non-Returnable Items:

Gift cards, items marked as non-returnable on the product information page, any opened/unsealed products, and products damaged due to customer handling are not eligible for return. Products are also not eligible for return or refund due to personal preference, intolerance/allergic reactions, individual health conditions, or perceived lack of effectiveness.

3. Return Process

Initiating a Return: To initiate a return, contact our customer service team at cs@1kainuohealthcare.com with your order number and reason for the return. We will provide instructions, a return authorization number, and the closest location to send the return.
Shipping the Return: Customers are responsible for shipping costs associated with returning an item. We recommend using a trackable shipping service or purchasing shipping insurance.
Return Approval: Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

4. Refund Policy

Refund Conditions: If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 7-14 days. Refunds may be prorated based on the amount of product used or utilized compared to the returned quantity.
Partial Refunds: Partial refunds may be granted for items not in their original condition, damaged, or missing parts for reasons not due to our error. This may only apply in some locations and is dependent on the product.
Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done all of this and still have not received your refund, please contact us at cs@1kainuohealthcare.com

5. Exchange Policy

Conditions for Exchanges: We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at cs@1kainuohealthcare.com

6. Contact Information

For any questions related to returns or refunds, please contact our customer support team at cs@1kainuohealthcare.com