Shipping & Refund Policy

1. How Orders Work (Affiliate Model)

2. Shipping Policy

2.1 Shipping Carrier & Logistics

All products are shipped directly by the respective TikTok Shop sellers using TikTok's integrated logistics network or their designated courier partners. Common carriers in Malaysia include:

• J&T Express
• Ninja Van
• DHL eCommerce
• Pos Laju
• GDEX
• Flash Express

2.2 Shipping Coverage

Most products on TikTok Shop Malaysia offer nationwide shipping across Peninsular Malaysia, Sabah, and Sarawak. Some sellers may also offer international shipping to Singapore and Brunei. Check the individual product page on TikTok Shop for specific shipping availability to your location.

2.3 Shipping Fees

Shipping fees vary by seller, product weight, and delivery location. Many sellers offer:

• Free Shipping with minimum purchase amounts
• Discounted Shipping through TikTok Shop vouchers and promotions
• Standard Rate calculated at checkout based on address and courier selection

2.4 Delivery Timeframe

Typical delivery timeframes for TikTok Shop Malaysia orders:

• Peninsular Malaysia: 2–5 business days
• Sabah / Sarawak: 5–10 business days
• International: 7–21 business days (where available)

Delivery times may vary during peak seasons (e.g., 11.11, 12.12, Hari Raya, Chinese New Year).

2.5 Order Tracking

Once your order is placed on TikTok Shop, you can track its status directly in the TikTok app under "Orders" -> "To Ship" / "To Receive". The seller will provide tracking information once the parcel is dispatched.

3. Refund & Return Policy

3.1 TikTok Shop Buyer Protection

All purchases made through TikTok Shop are protected by TikTok Shop's Buyer Protection Program, which includes:

• Money-Back Guarantee: If your order does not arrive, arrives damaged, or is significantly different from the description, you may be eligible for a full refund.
• Easy Returns: Most products can be returned within 7–15 days of delivery (varies by seller and product category).
• Refund Processing: Refunds are processed back to your original payment method, typically within 5–14 business days after approval.

3.2 How to Request a Refund/Return

To request a refund or return, follow these steps directly in the TikTok app:

1. Open the TikTok app and go to your Profile
2. Tap "Orders" and select the order in question
3. Tap "Request Return/Refund"
4. Select the reason and provide photo/video evidence if applicable
5. Submit the request — the seller has 48 hours to respond

If the seller does not respond or rejects a valid claim, you can escalate to TikTok Shop Support for review and intervention.

3.3 Eligible Refund Reasons

• Item not received (past estimated delivery date)
• Item received damaged or defective
• Wrong item / wrong variant received
• Item significantly different from product description or photos
• Missing items or accessories
• Counterfeit or non-authentic product

3.4 Non-Returnable Items

Certain product categories may not be eligible for returns due to hygiene or safety reasons, including but not limited to:

• Opened/used health supplements and consumables
• Personal care items with broken seal
• Digital products and gift cards

Check the product page on TikTok Shop for the specific seller's return policy.

4. Our Role as an Affiliate

5. Payment Methods

TikTok Shop Malaysia supports the following payment methods:

• Cash on Delivery (COD) — available for most locations in Malaysia
• Online Banking (FPX) — Maybank, CIMB, Public Bank, RHB, Hong Leong, and more
• Credit/Debit Cards — Visa, Mastercard
• E-Wallets — Touch 'n Go eWallet, ShopeePay, GrabPay (varies by seller)
• DuitNow / QR Pay — supported by select sellers

6. Contact for Shipping & Refund Issues

For order-specific issues, please contact TikTok Shop Customer Support directly through the TikTok app. For general questions about this policy or to report a problematic product listing on our site:

• Email: [email protected]
• Website: pureutilab.com