Shipping, Cancellation and Refund Policy

CANCELLATION PRIOR TO SHIPMENT

If you cancel your order(s) before it ships from our warehouse, you will not be charged any additional fees. We require a cancellation request to be submitted by emailing us at kim.j@northborneowellness.com

Once the cancellation request is received, a full refund will be initiated. We would advise a cancellation request within 12 hours upon your order submission in order for a cancellation prior to goods shipment

RETURN POLICY

The following are the policies to be eligible for return requests after shipment/ receipt of goods:

Orders are returnable within 7 working days starting from the day the goods are delivered to you if they are incorrect, damaged or defective.

Only items that have been purchased directly from North Borneo Wellness Sdn. Bhd. Online Store can be eligible for a return.

Any North Borneo Wellness Sdn. Bhd. Online Store product purchased through other retailers is not eligible for this policy and must be in accordance to the respective retailers’ returns and refunds policy.

Goods are eligible for a return if the following are applied:

Incorrect:

The item is not the item you ordered. Wrong size or the color is different from what is indicated on the order summary, or there are missing items inside the packaging.

Damaged:

The items is found to be damaged upon receipt. Items has been tampered/refurbished or modified. Customers will be responsible for all shipping charges to return goods. Returns are applicable only for a complete ABCDE Online Store product.

Returned items must meet the following requirements:

  • The item must be shipped back to us within 7 working days upon receipt. (as proved by the postal or courier receipt).

  • You have proof of purchase (order invoice number and receipt).

  • Item must be in new condition and returned in its original packaging and free gifts received with it. All packaging must be unused, unmarked and not defaced in any manner.

  • Item must be returned in the original box (or with, at least, suitable packaging) to protect the Product from damage during return delivery.

Change of order and cancellation of order will not be permitted once payment has been confirmed. Any cancellations due to a change of mind will not be accepted.

We reserve the right to reject any cancellation, refund that deemed unfit or unreasonable.

REFUND POLICY

Your full refund will be issued once we have received and examined the returned goods at our return center. Once the returned goods fulfil our return policy, the full refund will be initiated. The method of refund will be processed depending on your original payment method:

  • Online Bank Transfer, full refunds will be credited into your bank account via online bank transfer, which should be posted within 3-5 working days.

  • Credit card refunds services, refunds will be sent to the card-issuing bank.

Kindly contact your card-issuing bank with regards to the duration of the credit refunds.

SHIPPING POLICY

Shipping Address We will only ship to addresses provided in the billing address or shipment address provided during your purchase.

Please ensure correct addresses and reachable phone number are provided when completing your order. We do notship to P.O Boxes(Post-Office Box) and only to valid legitimate shipping addresses.

We will not be liable in the event of an incorrect shipping address is provided and goods are returned to us.

All re-delivery of goods to you will be charged for a associated shipping charges which will be disclosed upon request for a second delivery attempt.

Change In Shipping Address

If you have any request for change of shipping address, please email us at kim.j@northborneowellness.com within 12 hours upon your order submission.

If request of change in shipping address is made after 24 hours upon order confirmation, customers will be responsible for any associated shipping charges.

Shipping Time

It typically takes between 2-5 working days (Monday to Friday) for goods to arrive at your destination. The shipment will be delivered during office hours between 9:00 am to 5:00 pm weekdays only.

Tracking Number

Once goods leave our warehouse and picked up by our shipping partner, the tracking ID for the package will be communicated to you via email and updated on your member’s account.

Services/Programs Cancellation/Refund Policy

CANCELLATION POLICY

  1.  All classes/programs/events not meeting minimum enrollment will be postponed or cancelled. Program minimums are five (5) participants, unless otherwise noted.

  2. If your class/program/event is cancelled, you will be notified, via Contact Preferences selected on your account. Classes/programs/events may be cancelled due to low enrollment, inclement weather, or instructor availability.

  3. Refunds for cancelled classes/programs/events may take up to 15 days to process, depending on method of payment. A department credit for cancelled classes/programs/events happens within twenty-four (24) hours of refund being approved.

Classes/Programs/Events:

  1. All refund requests made at least five (5) business days prior to the first day of the activity will receive a full refund less administrative fee of 25% of activity fee for each activity being refunded, or you can receive a full department credit to your account that does not charge an administrative fee.

  2. No refunds will be made for requests made fewer than five (5) business days of the first day of activity, for same-day cancellations, or no-shows, except for those due to medical reasons or other extraordinary circumstances accompanied by official documentation.

  3. If a refund is approved for documented medical reasons or extraordinary circumstances it will be assessed an administrative fee of 25% of activity fee and then pro-rated based on the number of days attended as long as the North Borneo Wellness Sdn. Bhd. is notified within twenty-four (24) hours of the last day attended. Notifications must be made by submitting a Refund Request and email it to kim.j@northborneowellness.com

  4. No refunds will be given for requests made after the program has concluded. NO EXCEPTIONS.

  5. Participants that register for an activity and choose to be put on a wait list and do not get into the activity because no spaces open up will be given a choice of a full refund or full department credit to their account and will not be charged any administrative fees.