Return & Exchange

EXCHANGE POLICY

1. This Exchange policy shall only be applicable for Watsons Online store Home Delivery, Home Delivery Express and Click & Collect Express.
2. For exchange, kindly submit the request through our website or mobile app. Navigate to "My Account," then proceed to "Order History." Locate the specific order number and click on "Enquiry." Fill in the details, attach the necessary picture, and submit the request or email to hello@watsons.com.my with your order number and information on the affected item within 3 days of receiving the goods.
3. Please return the items and get a replacement of the same products from the selected stores within 7 days from the email confirmation sent by our Customer Service.
4. Exchange of Products may be requested for the following reasons:
   1. If the products delivered are damaged or defective; or
   2. If the products are near expiry or expired; or
      1. Less than 2 months from expiry date for Foods & Snacks items; or
      2. Less than 6 months from expiry date for all other items; or
   3. If the products delivered are different or incorrect from the initial Order.

For the avoidance of doubt, minor imperfections to the product’s outer packaging which do not affect the product’s quality, safety, or usability shall not be considered a damage or defect, and shall not be eligible for exchange.

5. Products for exchange shall be returned, subject to the following terms and conditions:
   1. Products must be in its original purchase condition, quantity and packaging as it was first delivered to customer together with proof of purchase;
   2. All packaging for each product must remain unopened and not defaced;
   3. Non-returnable and non-refundable products will not be accepted.
6. Products can only be exchanged on the following terms:
   1. Products must be exchanged with the same product and/or brand;
   2. Products must be of the same quantity, volume & size.
7. In certain circumstances where there is no replacement Product immediately available, customers shall be notified by our Customer Service and/or email once the Product is available again and ready for collection at the selected store or have the option to request for a refund.
    

RETURN & REFUND POLICY

1. This Return and Refund policy shall only be applicable for Watsons Online store Home Delivery, Home Delivery Express and Click & Collect Express.
2. Should there be any discrepancy of products delivered and Customer wishes for return and refund or exchange, kindly submit the request through our website or mobile app. Navigate to "My Account," then proceed to "Order History." Locate the specific order number and click on "Enquiry." Fill in the details, attach the necessary picture, and submit the request or email to hello@watsons.com.my with your order number and information on the affected item within 3 days of receiving the goods.
3. For refund request, customer requires to return the damaged/wrong product at store within 7 days upon receiving confirmation from our Customer Service. Refund process will take within 7 to 14 working days and amount will be refunded to initial payment method.
4. There will be no refund in cash to customer through store cashier. The refund will be done via the same mode of payment via Online.

For example, if the mode of payment is through Watsons Member points and credit card, the refund will be made through Watsons Member points and credit card.

5. Return & Refund of Products may be requested for the following reasons:
   1. If the products delivered are damaged or defective; or
   2. If the products are near expiry or expired; or
      1. Less than 2 months from expiry date for Foods & Snacks items; or
      2. Less than 6 months from expiry date for all other items; or
   3. If the products delivered are different or incorrect from the initial Order.

For the avoidance of doubt, minor imperfections to the product’s outer packaging which do not affect the product’s quality, safety, or usability shall not be considered a damage or defect, and shall not be eligible for return/refund.

6. Products for refund shall be returned, subject to the following terms and conditions:
   1. Products must be in its original purchase condition, quantity and packaging as it was first delivered to customer together with proof of purchase;
   2. All packaging for each product must remain unopened and not defaced;
   3. Non-returnable and non-refundable products will not be accepted.

The Customer shall be responsible for the risks and condition of the Product to be returned until it reaches Watsons store. Watsons will not be liable for any loss or damage to the Product prior to the Product received by us. The Customers are advised to pack safely the Product to prevent any loss or damage to the Product or its box or its original packaging.