Terms & Conditions

Introduction

We want to give you the best shopping experience, so please take a moment – honestly, it won’t take long – to read about how all this works. It will take you through everything from ordering and paying online to delivery, using the website, and details about us. Thanks very much for reading.

We are Zheo Lab , company registration number 202003084095 (003094834-X) of No. 2A-1, Jalan Impian Putra 1/3, Taman Impian Putra, 43000 Kajang Selangor. Malaysia.

At Zheo Lab, we pride ourselves on delivering quality fragrance and other products, to your door and delivering excellent customer service every time.

We believe in Excellent Service. Our customer service will work hard to answer your calls and queries, they lovingly pick and pack your parcels and they send them out of the door with the care and attention they’d give to their nearest and dearest.

If our service has rocked your world, or if you aren’t 100% happy, call our team straight away on 0389125988 or email customercare@zheolab.com. We aim to provide high quality service and all feedback helps us to improve each time.

We hope your experience on our website is a happy one, and we always aim to get your parcels posted out as quickly as humanly possible. We will process your order in 3 working days after payment.

By placing an order on our website, you agree to give:

Your real name
Your e-mail address
Your billing address
A delivery address (this maybe the same as your billing address)
A contact phone number (in case we need to speak to you about your order)

If the technology fails us or we make a genuine mistake, your order attempt may be unsuccessful. We will do everything we can to resolve this and aim to put that smile firmly back on your face. Once you have placed an order, you will receive a confirmation e-mail within 24 hours.

If something is not in stock, we will let you know as soon as possible after the order has been placed. If we are expecting the item in soon, we may send it in a separate parcel after your main order has been despatched.

Once you are ready to check out, you will be directed to the shipping confirmation page where you may select the type of delivery, and the delivery and/or billing addresses.

After placing your order you will receive an automated acknowledgement.

If you have a complaint relating to our Terms and Conditions or our products, we will attempt to resolve the complaint using our CUSTOMER CARE FORM (CCF). Kindly fill up the CCF and sent to customercare@zheolab.com.

Or can call us directly to our customer care line 03 8912 5988.

We strive to deliver your purchased products in shortest time possible. All orders are in processed as soon as the transaction is confirmed.

Tracking number will be sent via email within 3 working days

Change of Shipping address

Please ensure that you key in the correct shipping address before you place your order. We cannot guarantee that we are able to change your address.

STANDARD DELIVERY

Confirmed orders will be delivered within 2-4 working days. Orders placed after 2pm will be processed on the next working day (Monday-Saturday). Delivery to rural or remote areas may take an additional of 2-3 working days.

DELIVERY CHARGES

Our main logistic partner is with J&T for Semenanjung. For Sabah & Sarawak courier is by POSLAJU. For other countries courier service by Aramex.

Semenanjung: RM7.00 for 1kg and below.

Sabah / Sarawak : RM15.00 for 1kg and below

To see a more information on delivery charges please click here.

Sale/ Promotional Periods

During peak sale/promotional periods, we may not be able to fulfill next day deliveries due to heavy surges in online orders – you will be advised of any product availability issues when placing your order.

We are currently only able to deliver to one delivery address per order. If you’d like to deliver to multiple addresses, please place a separate order for each unique address.

At the time of delivery, you may be required to validate the delivery of the products by signing-off with the delivery personnel. You agree to inspect the product/products for any obvious faults, defects or damage before you sign for received products.

We deliver all orders using our standard packaging materials. Any special packaging as request by customer is subject to additional charges.

Note: Purchases made after 2pm each day would be considered as next day purchase for courier purposes.

We can ship your urgent order with Lalamove. This service only available for Klang Valley customer.

We will not be liable or responsible for any failure or delay of parcels caused by logistic company. This is beyond our control for us to take responsible.  But we will assist to locate and update status from time to time.

After placing your order you will receive an automated acknowledgement by email. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by us, and we will confirm acceptance to you by confirming that your order has been dispatched.

Once we accept your order, a contract to purchase and deliver products takes effect between you and Zheo Lab. You pay the sum that you see at the end of the checkout process, together with the delivery. Upon receipt of your order for the products you will be charged for the products and the delivery costs.

Products will be at your sole risk from the time of delivery to you.

We do not hold your credit card data. You do not enter any credit card data into the Zheo Lab site. When you come to pay for your products you leave our site and your payment is processed through the payment gateway power by IPay88 secure server.

We accept major credit card Visa, Mastercard and online payment. We also accept e-wallet, touch & go.

We aim to dispatch orders within 3 working days. So if you want to cancel or change an order without incurring a cost for returning unwanted items to us, you will need to do it before your order is dispatched.

Please call us at 03 89125988 or whatsapp us at 011 1050 0410 and let us know during office hours, or via e-mail to customercare@zheolab.com.

In the event of a damaged parcel

We’re very sorry if the Zheo Lab products you looked forward to receiving have arrived damaged. We do our best to pack them safely, but even the most lovingly prepared parcel can get dropped or jostled en route to your house. If you send these products back to us within 14 days of receiving them, we will offer you an exchange where possible, or a full refund after we have received the return. In this case, we will pay for the postage of sending these items back to us. It may be possible for you to return these goods to a Zheo Lab.

We may vary these terms from time to time.  If we do we will replace these terms on our website with our new terms.

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