Refund & Exchange | Watsons Malaysia


1. This Return and Refund policy is only be applicable for Watsons Online store Home Delivery and Click & Collect only.

2. Should there be any discrepancy of products delivered and Customer wishes for return and refund, Customer need to notify Customer Service by phone 1300 880 847 or email [email protected] to report on the products upon 3 days of receiving the goods.

Please allow up to 7 working days for your inquiry to be processed.

3. Return/Refund of Products can be arranged under the following reasons:

a. If the products delivered is in damaged or defective condition; or

b. If the products is near expiry or expired; or

c. If the product is different from the Order delivered. Products for return or refund shall be returned in its original condition, quantity and packaging as it first delivered to customer together with proof of purchase.

Click & Collect

1. For Click & Collect orders, there will be no refund in cash to customer through store cashier. The refund will be done via the same mode of payment. If the mode of payment is through Watsons VIP points and credit card, the refund will be made through Watsons VIP points and credit card.

2. In circumstances, there is damaged, expired or different Product upon customer collection and there is no replacement of Product, customers can return to store another day to collect the Product or request for refund.

Home Delivery

1. There are few methods of return and refund for Home Delivery.

a. For return at stores, customers are encouraged to perform return of the items and get a replacement of the same products from the preferred stores by customers within 7 days from the email confirmation date by Customer Service.

b. For refund at stores, customer requires to return the damaged / wrong product at store within 3 working days from home delivery date. Refund payment will be debited to customer credit card or debit card within 14 to 30 working days depending on appointed bank refund policy and/or by Watsons VIP points.

2. The Customer shall be responsible for the risks and condition of the Product to be returned until it reaches Watsons store. Watsons will not be liable for any loss or damage to the Product prior to the Product received by us. The Customers are advised to pack safely the Product to prevent any loss or damage to the Product or its box or its original packaging.