Refund and Returns Policy

Effective Date: January 2025
Website: www.easternmark.com.my
Contact: info@easternmark.com.my

At Eastern Mark Glory Trading, we take great pride in offering high-quality milk powder and FMCG products to our customers. Due to the consumable and perishable nature of our products, we have specific guidelines in place to ensure the health and safety of all our consumers.

1. No Return Policy for Opened/Used Products

For hygiene and safety reasons, we do not accept returns or exchanges on any food products, including milk powders, once the packaging has been opened or tampered with, unless the product is proven to be defective or incorrect.

2. Eligible Returns (Unopened & Damaged Goods Only)

We will only accept returns or offer replacements in the following situations:

1. You received the wrong item
2. The product is damaged during transit
3. The product is expired upon arrival
4. The product packaging is severely compromised and unfit for use

To be eligible, the item must be:

1. Unopened and unused
2. In the original packaging
3. Returned within 3 days of receiving the product
4. Accompanied by proof of purchase (invoice or order number)

3. Refund Process

If your return request is approved:

1. A replacement will be sent, or a refund will be issued to your original payment method.
2. Refunds will be processed within 5–7 working days after inspection and approval.
3. Shipping costs are non-refundable unless the return is due to our error.

4. Non-Refundable Situations

We do not offer refunds or replacements for:

1. Change of mind after purchase
2. Incorrect shipping address provided by the customer
3. Delayed delivery due to external courier issues or public holidays
4. Products not stored as per recommended conditions after delivery

5. How to Request a Return or Refund

To request a return, refund, or replacement:

1. Email us at info@easternmark.com.my within 3 days of receiving your order.
2. Include your order number, clear photos of the item and packaging, and a brief description of the issue.
3. Our team will respond within 1–2 business days to guide you through the next steps.

6. Cancellation Policy

Orders once placed cannot be canceled if already packed or shipped. Please double-check your order details before confirming your purchase.

7. Contact Us

We are here to assist you. For any issues related to your order, feel free to reach out:

📧 Email: info@easternmark.com.my
🌐 Website: www.easternmark.com.my