Wmall - Terms & Conditions | Watsons Malaysia

Terms & Conditions

This page (together with the documents referred to on it) tells you the terms and conditions (Terms & Conditions) on which we supply any of the products (“Products”) listed on our website www.watsons.com.my or Watsons Malaysia mobile app (“Site” or “W MALL”) to you. The Products are supplied directly by suppliers for W MALL Products (“Supplier”).

Please read these Terms & Conditions carefully before ordering any Products from the Site. You should understand that by ordering any of our Products, you agree to be bound by these Terms & Conditions. You can print a copy of these Terms & Conditions. Please also note that the use of the Site is subject to the terms contained in the Website and Mobile Terms of Use, which apply whether or not you order any Products from the Site.

We take privacy seriously. The categories of personal data that we process depend on how you use our services. We use your personal data to align our online and in store services with your preferences, to provide you with purchases and services, to deal with your requests, to contact you regarding tailored products and services which may be of interest to you, to provide prize draws or competitions, or to carry out relevant administrative services. All personal data is processed in accordance with applicable data protection laws. For a full version of our Privacy Policy, please see Privacy Policy.

By opening a Watsons membership account, or by using services or other benefits connected with that account, you also agree to our Membership Terms and Conditions.

1. Information About Us

The Site is operated by Watson's Personal Care Stores Sdn. Bhd. and/or our affiliates, W MALL Suppliers (“we” / “us”).

W MALL is an online marketplace service provided by Watsons Malaysia via Watsons Online and Mobile App, for the sale of goods between Supplier and buyer. Watsons Malaysia may facilitate the promotion and sales of products on W MALL however, Watsons Malaysia is not the buyer or the supplier, and does not represent, guarantee or endorse any product listed on W MALL.

By accessing W MALL on Watsons Online and Mobile App, you agree to be bound by Watsons’ Terms of Use and form a legally binding sales contract with the relevant Supplier. Watsons Malaysia is not a party of such contract and hold no obligations in the transaction between Supplier and buyers.

2. How the Contract is Formed Between You and the Supplier

2.1 We act as an agent in the name of and on behalf of the Supplier in concluding a contract of sale between you and a Supplier, and in handling certain related ancillary obligations on the Supplier’s behalf. We are not a party to any contract of sale between you and a Supplier, and where a sale and purchase is agreed through W MALL, the contract of sale is established solely between you and the Supplier.

2.2 You may place an order to purchase a Product advertised for sale on the Site by following the onscreen prompts after clicking on the item you are interested in. You will have an opportunity to check and correct any input errors in your order up until the point at which you submit your order by clicking the "Checkout" button on the "Checkout" page. No amendment can be made by you to your order after this point.

2.3 After placing an order, you will receive an e-mail from us acknowledging that we have, on the Supplier’s behalf, received your order and we will be giving you an order number and a summary of your order. Please note that this does not mean that your order has been accepted. There may be situations when your order is subsequently cancelled, if for example, the Supplier does not have your Product in stock. In this instance you will be refunded in full via the same payment method, and we nor the Supplier will accept any liability whatsoever for such cancellations. If there are no issues with fulfilling your order, you will receive a confirmation e-mail when the Product has been dispatched. The contract between you and the Supplier for the sale of a Product will be formed once this confirmation e-mail has been sent.

2.4 The Supplier will not be obliged to supply any other Products in addition to what you have ordered.

2.5 We may choose not to accept your order for any reason, and we will not be liable to you or to anyone else in those circumstances.

1. We may be unable to process your order if:
the Product you ordered is out of stock or discontinued; or
there is a problem with authorisation of your method of payment.

2.7 Certain Products made available on the Site may be subject to age or other restrictions imposed by law. We and the Suppliers are not permitted by law to supply these Products to individuals who do not satisfy the relevant age requirement and, if you are underage, you must not attempt to order these Products. By registering on the Site, using the Site and / or making a purchase, you confirm and certify that the information you provide, including but not limited to your date of birth is complete, accurate and up to date.

3. Delivery

3.1 The Supplier will deliver the Products to your address which must be situated in Malaysia, in accordance with the delivery option specified by you when you placed your order.

3.2 The Supplier will dispatch all Products comprised in your order at the same time albeit on some occasions in multiple packages. Delivery will be made to the delivery address specified in your order. The Supplier may not be able to deliver items within the same order to multiple addresses. Neither we nor the Supplier are responsible for any additional carrying or positioning of Products ordered.

3.3 There will be a delivery charge, which will be added when you checkout. Please make sure that you are satisfied with the delivery charge before confirming your order for Products at checkout.

4. Risk and Ownership

4.1 Once delivered, the Products ordered will become your responsibility and, except in relation to Products that are damaged or faulty when delivered or have been incorrectly delivered, neither we nor the Supplier will accept any liability for their loss, damage or destruction after they have been delivered.

4.2 Ownership of Products will pass to you on: delivery of the Products; or us receiving full payment of all sums due in respect of the Products on the Supplier’s behalf, whichever is the later.

5. Price and Payment

5.1 The price of any Products will be as quoted on the Site from time to time, except in cases of obvious error. Images of the Products are for illustration purposes only.

5.2 These prices may include applicable local taxes and other applicable charges, but exclude delivery costs. Delivery costs will be displayed in a separate line and will be added to the total amount due.

5.3 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an order confirmation.

5.4 We cannot complete your order until you have paid for it in full. Payment can be made by most debit or credit cards and other payment methods acceptable to us, by completing the relevant details on the "Payment" page. You can make payment via Point Redemption (only applicable for Watsons Club member). We shall not be liable for any credit card or other payment fraud. Please note that we do not accept cash on delivery.

5.5 All product prices listed are in Ringgit Malaysia (RM).

5.6 To provide secure online commerce transactions, we employ Internet's Secure Sockets Layer (SSL) technology. It encrypts your personal information, including credit card number, name and address, so that it would not be read as the information travels over the Internet. To check SSL Certificate information, you can right click the mouse and choose "Properties" & "Certificates".

5.7 We may from time to time set credit limits for individual customers and we reserve the right to limit sales including the right to decline sales to any customers.

5.8 Full payment in respect of an order must be made upon the placing of the order. If your payment cannot be processed, the order will not be accepted, and you are advised to contact your card issuer to resolve any problem concerning the use of your credit card in order to continue with the order.

5.9 We reserve the right to change the payment terms for any order without prior notice.

5.10 If payment for any order has already been made but the order is not accepted by us, you will be entitled to a refund, depending on the period of time your financial institution needs to arrange the refund. We shall not be liable with respect to any loss, damage, cost or expense that you or any person may incur as a result of any delay in your financial institution processing the said refund.

5.11 Watsons Promotion Code and eCoupon which are specifically stated for W MALL are redeemable for online purchases made on www.watsons.com.my, subject to terms and conditions of the respective Promotion Code and eCoupon. Other types of vouchers and coupons are not redeemable online.

5.12 The Site contains a large number of Products and it is always possible that, despite the Supplier’s best efforts, some of the Products listed on the Site may be incorrectly priced. The Supplier will rectify any such errors as soon as possible once they become aware of them. If a Product's correct price is different from the price stated on the Site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.

5.13 We collect payment for the Products as agent in the name of and on behalf of the Supplier. Your obligation to pay amounts due under your contract with the Supplier will be satisfied when we collect such payment from you on the Supplier’s behalf in respect of the relevant Products.

6. Our Cancellation, Returns and Refund Policy

6.1 You cannot cancel an order once a Dispatch Confirmation is issued. If you wish to seek further information or assistance, please feel free to Contact Us.

6.2 You shall examine the Products immediately upon collection/delivery for any deficiencies and/or damages. You are advised to record a video during the examination process as proof in the event of dispute.

6.3 Exchange of the product or refund for the product can be arranged for the following reasons:

(a) if the products delivered are damaged or defective; or

(b) if the products are near expiry or expired; or

(i) less than 2 months from expiry date for Foods & Snacks items; or

(ii) less than 6 months from expiry date for all other items; or

6.4 Clearance products and price markdown products which have clearly stated the expiry date visibly on either the product name or product description will not be eligible to be claimed under paragraph 6.3 (b).

6.5 You may lodge a claim to our customer service at Contact Us within 3 days of receiving the goods, if one or more of the conditions in paragraph 6.3 above is fulfilled. The claim will then be directed to the W MALL Supplier involved. The Supplier shall approve or reject the claim within 7 days.

6.6 You are required to return the Product to the W MALL Supplier for refund after the claim has been approved and agreed by the Supplier.

6.7 If an agreement for an exchange or refund between the Supplier and you could not be reached, we will investigate the dispute case and come to a fair resolution based on the proofs submitted by the supplier and you. Watsons Malaysia’s decision is final.

6.8 Cost for returns is borne by you unless otherwise specified by the Supplier. Take care to return the Products within the time period specified. We do not manage the returns and these Products cannot be returned online to us or to one of our stores.

7. Our Liability

7.1 We are not responsible for, and cannot guarantee the performance of, goods and services provided by third parties. Neither we nor the Supplier accept liability for any loss which is not reasonably foreseeable or for any business loss (which includes loss of profits, contracts, goodwill, opportunity, and other similar losses). While we will use reasonable endeavours to provide accurate information, product packaging and material may contain more and/or different information. Always read labels, warnings, directions, and other information provided with the product before using any Product. It is your responsibility to ascertain and obey all applicable local laws and regulations (including minimum age requirements) regarding the purchase, possession, and use of any Product.

7.2 You must follow any advice we or the Supplier give you to keep Products the Supplier supplies to you safe (including any instructions or product manuals provided with the Products). We nor the Supplier cannot accept liability for damage to Products they have supplied which is caused by your failure to follow this advice.

7.3 Our total liability in connection with these terms and conditions and any resulting sale or provision of products, arising from any cause, is limited to the price paid for the Product(s) giving rise to the claim. We accept no liability for special, indirect, incidental, punitive, and/or consequential damages of any nature, any loss which is not reasonably foreseeable or for any business loss (which includes loss of profits, contracts, goodwill, opportunity and other similar losses).

7.4 This does not include or limit in any way our liability for death or personal injury caused by our negligence, or our responsibility for fraudulent misrepresentation and any other liability that cannot, under law, be excluded.

7.5 Nothing in this section 7 or elsewhere in our Terms & Conditions affects your statutory legal rights.

8. Notices

Any formal legal notices should be sent to us at our Customer Services address set out in the Contact Us section.

9. Events Outside Our Control

Neither we nor the Supplier will be liable or responsible for any failure to perform, or delay in performance of, any of our or the Supplier’s obligations that is caused by events outside our or the Supplier’s reasonable control.

10. General

10.1 Watson's Personal Care Stores Sdn. Bhd. is a company registered in Malaysia. Any formal legal notices should be sent to us at our Customer Services address set out in the Contact Us section.

10.2 If any of these Terms & Conditions are declared invalid, unlawful or unenforceable, then that provision shall be deemed to be deleted from these Terms & Conditions and the remaining provisions shall remain in full force and effect.

10.3 We have the right to revise and amend these Terms & Conditions from time to time without prior notice by changing them on the Site, provided that any such change will not affect any purchases you have made before the change is implemented.

10.4 Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Terms & Conditions.

10.5 You and we agree that the laws of Malaysia apply to these Terms & Conditions and that any dispute between us arising out of or in connection with these Terms & Conditions will only be dealt with by the courts of Malaysia.

11. Disputes

11.1 The Supplier is responsible for responding to, and using best endeavours to resolve, issues that arise in relation to you which pertain to a Product, including its listing on the W MALL.

11.2 If your dispute with the Supplier cannot be resolved satisfactorily, you may submit a claim and may appeal to us for a refund. We may read the full communication between you and the Supplier and will examine the case within a reasonable period. Both you and the Supplier may at our discretion be required to submit further information regarding the sale. Based on this information, we will determine whether the sale was conducted in compliance with these Terms & Conditions and whether a refund should be offered.

12. Contact Us

If you experience problems with ordering from the Site or have any questions with regard to an order, please feel free to Contact Us.

13. Updates

These Terms & Conditions were last updated in December 2025.