At SMCR Laboratories, we value your trust and want to ensure your orders reach you in excellent condition.  

To protect customer safety and comply with healthcare regulations, returns and refunds are strictly controlled. 

 

1. Checking Your Order 

Upon receiving your parcel, kindly inspect it for any visible damage or errors. 

While minor wear on the shipping carton is normal, the items inside should be in perfect condition. 

 

2. Reporting Issues 

If you receive damaged, defective, missing, or incorrect items, please retain the shipping box, packing materials, and affected products for inspection. 

Contact our Customer Service Team at cs@smcr.com.my within 3 days of receipt with: 
• Your order number 
• A clear description of the issue 
• Photos/videos of the damaged or incorrect items (including parcel exterior, airway bill, and internal packaging) 

Requests submitted after this period may not be eligible for compensation. 

 

3. Eligible Returns / Refunds 

Exchange, return, or refund may be arranged for the following reasons: 

  • Product is defective, damaged, or dented 

  • Different from product description upon ordering 

  • Short-expiry (less than 6 months) or expired 

  • Missing part or item 

Conditions: 

  • Only unopened and unused products in their original packaging 

  • Must be returned within 7 days of receipt 

  • Proof of purchase required 

 

4. Non-Returnable Items 

  • Opened or used products 

  • Short-expiry or promotional items clearly marked at purchase 

  • Products damaged due to customer mishandling 

  • Free gifts or premiums 

  • Change of mind 

 

5. Defective or Damaged Items 

If confirmed defective or damaged, we will arrange a replacement or refund. 

SMCR Laboratories will bear return shipping costs for defective, damaged, or incorrect items. 

 

6. Refunds 

Approved refunds will be processed to the original payment method within 14 working days. 

You will be notified by email once the refund has been successfully processed.