If you have received products which you did not order or a damaged/defective product please do not remove any tag or take out the product from the original packaging. Please drop an email to our Customer Service team at [email protected] and let the representative know the details of your package.

Our Customer Service team would also require you to provide visual evidence (e.g photo, video) of the products in order to expedite the process.

You will have 2 return options:

  • Postal Returns

Please kindly follow the following steps:

      1. Contact our Customer Service team.
      2. Provide our Customer Service team your order details and reason for returns.
      3. Print out your return form(s) that will be provided by our Customer Service team.
      4. Simply pack the item you wished to return in a box, insert your return form, then seal the box.
      5. Proceed to your preferred courier to post back your returns.
      6. Take note of the tracking number stated on the shipping label provided by the postal service as reference.
  • In-Store Returns (free returns)

If upon collecting your reservation, you are not completely happy with your products, simply leave the products in store with one of our teams and we will process the return for you. Please return your order to any store listed below within 30 days and our in-store team will be able to process a refund for you.

We are also pleased to process your online order that was delivered to your preferred address for returns.

Please be sure to bring your proof of order, such as the Order Shipment Confirmation email. Please note; we can only accept returns according to our return policy

Please kindly note that we will only process your refund through the payment service that you had used. Therefore, we will not be able to provide cash refunds. Our store staff will provide you a manual receipt as your proof of returns. Please kindly keep that copy for future reference.

You can return your products at ot our store located at Sunway Nexis 47810 Petaling Jaya, Selangor, Malaysia.

You can return your order within 30 days of receiving it. If you received items from one order in several parcels, the 30-days return period begins on the day you received the last parcel.

General Return Conditions

In order for a return to be accepted, it must meet the following conditions:

    1. All returns must have a return authorization number.
    2. Returnable products may be returned up to 30 days after delivery.
    3. Product(s) must be in new, fit to be offered-for-sale condition. Safety seals cannot be opened or broken.
    4. All parts and accessories must be included and in original packaging.
    5. Shipping fees are non-refundable and the cost of return shipping is the responsibility of the customer.
    6. If your order(s) shipped for free and you are returning it, we will deduct the original outbound shipping costs from your refund.
    7. If your return is the result of a defective product or shipping error, Prolivewellness will refund the entire purchase amount and return shipping costs.
    8. We cannot guarantee delivery for international orders. We will submit claims to the shipping source on all orders that are not received. We will not reprocess orders until a resolution and refund is received from the shipping source.

Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to 2 weeks, though generally less.

Once the return has been approved, it takes 1-2 days for the refund to be made by Admall to your payment services provider (for example your credit card supplier). Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.

For online bank transfer orders­­­ with partial refund:

    1. Refund is allowed only to a bank account.
    2. Please enter the following bank account details in the link provided by Admall via email.
      • Bank name
      • Account number
      • Account name
    3. Bank account details are not stored by Admall in any of the systems and will be transmitted in encrypted format only.
    4. You can enter the bank account-related information within 10 days of receiving the link, or else the case will be closed. Once the case is closed, a new return request through customer service is needed to process the refund process.
    5. The onus of entering the bank account details correctly is only on the customer. If customer entered the bank account details incorrectly, Admall is not liable for any loss.

For further information and especially if you do not receive your refund within 21 business days, please feel free to call our online shop customer service team [email protected] and let the advisor know the details of your order and about your open question.

After you drop off your return package at the local drop off point, it can take 2 – 5 business days for the package to get to our warehouse. Unfortunately, we cannot control how long it will take for your returned products to be delivered back to us.

We are unable to exchange the products you ordered online and had delivered to your preferred delivery address. However, you can return unwanted products for a refund, and then place a new order.

We will refund your shipping costs when possible. In some cases, your entire shipping costs can be refunded, like if you are returning your whole order or Admall delivers wrong item or item damage due to production process. We won’t be able to refund your shipping costs if you are only returning part of your order.