Return & Refund Policy

At SBL Healthcare Sdn. Bhd., we believe every customer deserves safe, effective, and high-quality healthcare and nutrition products. We take great care to ensure that all Grosure® diabetic milk powder, complete nutrition, and health supplement products reach you in perfect condition.

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1. Inspection Upon Delivery

Customers are required to inspect all orders immediately upon receipt.
If you receive a product that is damaged, defective, expired, or incorrect, please notify our Customer Service team within seven (7) working days of receiving the goods.

Contact us via +6012-513 8410 or send an official message to report the issue.
Items returned without prior notification and approval will not be accepted, and therefore no refund will be processed.

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2. Scope of Policy

This Return & Refund Policy applies only to purchases made through the official Grosure website or official SBL Healthcare Malaysia online platforms.
For purchases made via third-party marketplaces (e.g. Shopee, Lazada, TikTok Shop), please refer to the respective platform’s return policy.

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3. Valid Reasons for Refund or Exchange

A refund or replacement may be considered under any of the following conditions:

1. The product delivered is damaged or defective upon arrival;

2. The product delivered has expired;

3. The product received is different from what was ordered; or

4. The ordered product is out of stock and cannot be replenished promptly.

SBL Healthcare reserves the right to reject any refund or return request if the claim is found to be invalid, submitted late, or caused by customer error or negligence.

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4. Conditions for Product Return

To qualify for a refund, the returned item must:

• Be in new, unused, and unopened condition;

• Include all original packaging, tags, and accessories;

• Be returned in the exact quantity received; and

• Include the original receipt or proof of purchase.

Items purchased as part of a set, combo pack, or multipack must be returned as a complete set.
Returns that do not meet the above requirements will not be eligible for a refund.

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5. Promotional Items & Vouchers

• Promotional, clearance, or discounted items are not eligible for return or refund.

• Vouchers are valid for one (1) month from the date of purchase or issuance and cannot be revalidated or redeemed after expiration.

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6. Product Exchange

SBL Healthcare does not encourage direct product exchanges.
The quickest way to ensure you receive your desired item is to return the existing product (if eligible) for a refund, and then place a new order for the correct item.

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7. Return Procedure

Once your return request has been verified and approved by our Customer Service team, you will receive return instructions and a delivery note.
All returns must be shipped to the following address:

Return Address:
SBL Healthcare Sdn. Bhd.
33, Lorong Valdor Jaya 3,
Golden Gateway Perindustrian Valdor,
14200 Sungai Jawi, Pulau Pinang, Malaysia.

Tel: +6012-513 8410
Attention: Online Customer Service

Return shipping costs are borne by the customer, except in cases where the return is due to an error by SBL Healthcare (e.g. wrong item, defective product, or expired goods).

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8. Refund Process

Once your returned product is received and inspected, we will notify you via email or message whether your refund request has been approved or rejected.

If approved, your refund will be processed automatically to your original payment method within a reasonable timeframe.
Please note that banks or credit card providers may take additional time to process and reflect the refund in your account statement.

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9. Limitation of Liability

SBL Healthcare shall not be held responsible for:

• Any damage caused during transit by third-party courier services;

• Delays resulting from circumstances beyond our control (e.g. natural disasters, pandemics, movement restrictions, or logistics disruptions);

• Damage caused by improper use or storage by the customer.

In all cases, the maximum liability of SBL Healthcare shall be limited strictly to the purchase value of the product, excluding shipping or handling fees.

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10. Policy Acknowledgement and Updates

By completing a purchase through our website or official online platforms, you acknowledge that you have read, understood, and agreed to the terms in this Return & Refund Policy, as well as our Shipping Policy and Terms of Service.

SBL Healthcare Sdn. Bhd. reserves the right to amend, update, or revise any part of this policy at any time without prior notice.
All updates take immediate effect once published on our official website.