Return & Refund Policy

ORDER CANCELLATION WITHIN 12 HOURS

    1. A purchase order may be cancelled within 12 hours from the date order was placed if it has not shipped. No cancellations nor changes are allowed after 12 hours.
    2. Situation where we accept cancellation within 12 hours are wrong choosing item, incorrect quantity, and changes your mind.
    3. Kindly contact our customer service through email askme@98percent.com, stated your order ID number, our customer service will verify the cancellation and refund amount will be adjusted from Reward Point credit to your E-wallet account for your next purchase use.

RETURN REQUEST TERMS & CONDITIONS

7-Day Return

    Situation that customer can RETURN the goods:
    1) When the goods delivered to the customer, and the packing of goods already fracture. Kindly contact us through email to askme@98percent.com with an image to prove. We will provide you with some simple instructions on returning your product and exchange a new for you within 7 business days.
    2) When 98percent Sdn Bhd sending the wrong product to the customer. You must first inform us by email to askme@98percent.com with an image to prove. We will provide you with some simple instructions on returning your product and replace a new one for you within 7 business days.
    3)When 3rd party logistics sending the wrong parcel to the customer. (With complete packing) You must first inform us by email to askme@98percent.com with an image to prove. We will verify with the 3rd party logistics and a right parcel will be processed within 7 business days after we receive your returned item (s).
    4) When the products delivered to them has expired. You must first inform us by email to askme@98percent.com with an image to prove. Exchange will be processed within 7 business days after we receive your returned item(s).
    5)When the product is not the same as the website image, customer can return to us. You must first inform us by email to askme@98percent.com with an image to prove Exchange will be processed within 7 business days after we receive your returned item(s).
    6) All the return requests above, you may need to fill in the relevant details in the company “Return Request Form” together with the images to prove. Upon receipt of your Return Request Form, we will proceed your return subject to the terms & conditions.
    7) When return request be sent to askme@98percent.com, please stated your order ID number, we will verify through email before we contact you.

SITUATIONS WHERE WE DO NOT ACCEPT RETURNS

    1. If you have received the products for more than 7 days, we will not accept returns.
    2. If any item in the order to be returned is opened, missing any tags or stickers.(for example, the plastic film has been torn open or the plastic bag has been opened, the gifts has been washed), the return cannot be processed.
    3. Please note: Before you make any purchase, please consult your veterinarian with our ingredients first to avoid any health-sensitive problems. Your return request might be rejected if it is because of sensitive to the ingredients.
    4. If the returned products (including gifts) are different from the order or the return is not properly packaged, it will affect your return process and success rate.
    5. If you do not properly package and return all the contents of the order package, you need to pay the postage replenishment at your own expense.
    6. When your return request is approved, you will have to pay for the logistics first and deliver it to us. Reward point will be adjusted to your e-wallet for logistic payment.
    98 Percent SDN. BHD.(RETURN)
    +6014-3296988
    No 65, Jalan 14/29,
    46100 Petaling Jaya, Selangor.
    7. Any used coupon/voucher/promotional code will no longer be valid after the checkout is completed, and the coupon/voucher/promotional code cannot be retrieved after the return request is submitted. We apologize for all the inconvenience caused.
    8. When you submit the Return Request Form, you agree to our return policy and accept the processing of the invoice and related follow-up.

REFUND REQUEST TERMS & CONDITIONS

    1. After confirming that our return criteria are met and the information is confirmed, the refund amount will be adjusted from Reward Point credit into your E-wallet account for your next purchase use.
    2. The refund payment will pay to your E-wallet within 24 hours for customer who has a membership under 98 Percent.
    3. The order that has been placed by ‘‘Guest’’, will need to register as 98 Percent ‘‘Member’’ to get refund payment to your E-wallet.

SITUATIONS WHERE WE DO NOT ACCEPT REFUNDS

    1. If there is a clear problem with the return information and we are unable to contact you within 10 working days after your Return Request Form submission, we will cancel your request application.