Malaysia
Return and Refund - Satisfaction Guarantee
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AMWAYPROMISE is our global consumer protections communications platform. Our goal is to deliver the most comprehensive customer service and consumer protections offering in the direct selling industry.
The direct selling industry is self regulated by a Code of Ethics established by the World Federation of Direct Selling Associations (WFDSA) that states that direct selling companies and independent sellers shall not use misleading, deceptive or unfair sales practices.
Most countries also have individual Direct Selling Association codes of ethics that localise the WFDSA Code under applicable laws and regulations. Amway adheres to these codes through its consumer protections, which AMWAYPROMISE brings together under the following pillars:
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Low-cost, Low-risk Opportunity Promises zero purchase requirements and minimal sign-up fees for new business owners. We believe that everyone deserves the opportunity to get ahead. That’s why we promise to always provide a low-cost, low-risk opportunity. |
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Warranty Programs Peace of mind with Amway products. We’re confident in the quality of the durable products that we offer. If your product has an issue we provide a variety of innovative service, repair and warranty programs that allow you to easily address any concerns that you may have. |
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Customer Services Support you can count on. We know you’ll have questions along the way and we have the answers. For ABOs and consumers, Amway is committed to providing top-notch service, whether face-to-face, on the phone, or online. |
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The Right to Know Knowledge is power. We promise to clearly communicate and make easily accessible all information related to the above consumer protections, as well as to our Inventory Buy-Back policy and Cooling Off Period. |
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90-day* 100% Satisfaction Guarantee Helps ensure satisfaction with our products or opportunity. If you’re not getting what you expected from your Amway opportunity or an Amway product – let us know, and we’ll work tirelessly to make sure you’re 100% satisfied. Should you decide the product that you have purchased and used is not satisfactory, you may return the product within 90 calendar days from the date of purchase. You will be offered a choice to have it returned without charge, receive full credit on the returned product for the purchase of another Amway brand product, or receive a refund on the full purchase price. The content of the product should be at least 80% full in order to be eligible for a return. |
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This Guarantee does not apply to:
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90-day* 100% Satisfaction Guarantee
Helps ensure satisfaction with our products or opportunity.
If you’re not getting what you expected from your Amway opportunity or an Amway product – let us know, and we’ll work tirelessly to make sure you’re 100% satisfied. Should you decide the product that you have purchased and used is not satisfactory, you may return the product within 90 calendar days from the actual delivery date (online purchase)/date of purchase (at Shop). You will be offered a choice to have it returned without charge, receive full credit on the returned product for the purchase of another Amway brand product, or receive a refund on the full purchase price.
*The update takes effect from 1 June 2021.
Return of Products
Amway products which have been purchased from unauthorised sellers (online platforms or retail shops) will not be accepted for returns. It will not be covered by the Amway Satisfaction Guarantee or warranty. Amway will not guarantee the authenticity, quality of the products or accept complaints about product related issues. On behalf return must be made within the same Line of Sponsorship (LOS).
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| Shop & Online | Shop Only | ||||||||||||
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90-day* 100% Satisfaction Guarantee
If you are unsatisfied with the Amway product that you have purchased and used, you may return the product within 90 calendar days from the actual delivery date (online purchase)/date of purchase (at Shop). The content of the product should be at least 80% full in order to be eligible for a return.
This 90-day* 100% Satisfaction Guarantee does not apply to:
| • | Products that have been intentionally damaged or misused, and/or used for commercial purposes. |
| • | Amway durable products (High Ticket items) such as the eSpring Water Treatment System, Atmosphere SKY & Mini Air Purifier and Atmosphere DRIVE, which are covered by a separate manufacturer’s warranty. |
| • | Personal Shoppers Catalogue items & XS Drinks, premiums, Business Support Material (BSM), sales aids, limited edition, seasonable items, No Longer Available (NLA) or expired products. |
Please refer to the Product Return table below for more info.
Return Unused and Unopened Products
Amway accepts the return of unused and unopened product/s from ABO/APC under the following criteria:
| • | The product must be in its original packaging, unused/unopened and in good sellable condition. |
| • | The product must be returned within 10 calendar days from the actual delivery date (online)/purchase date (at Shop). |
| • | No outstanding EPP instalment on the product. |
Amway does not accept the return of:
| • | NLA or expired products. |
| • | Sales aids, literatures, non-BV items, promotional premiums. |
| • | Personal Shoppers Catalogue products, XS Energy Drinks, limited edition/seasonal/festive items. |
Please refer to the Product Return table below for more info.
Return Due To Delivery Discrepancy (Damage, Wrong Product or Shortage)
Amway accepts the return of product/s under the following conditions for these reasons and it must be done within 10 calendar days from the actual delivery date:
| • | Product shortage upon receiving. |
| • | Product damaged upon receiving. |
| • | Received wrong product during delivery. Returns are only accepted if the product is in its original packaging, unused/unopened and in good sellable condition. |
| • | ABO/APC must report damaged product and/or product shortage upon the receipt of shipment (delivery) within 10 calendar days from the actual delivery date (online)/purchase date (at Shop). |
Please refer to the Product Return table below for more info.
Return Under Stock Reduction
Amway accepts the return of BV items which are current and in saleable condition from ABO under the following criteria:
| • | The product must be in its original packaging, unused/unopened and in good sellable condition. |
| • | The purchase of the products must be within 180 calendar days (6mths) from the purchase date. |
Amway does not accept the return of the following:
| • | NLA or expired products. |
| • | Sales aids, literatures, non-BV items, promotional premiums. |
| • | Personal Shoppers Catalogue products, XS Energy Drinks, limited edition/seasonal/festive items. |
Please refer to the Product Return table below for more info.
Return Due To Resignation
ABOs who decide to resign from the Amway business are required to submit his/her resignation via www.amway.my/www.amway.com.bn. A stock return form must be completed if there is any saleable stock to be returned.
Amway accepts the return of product due to ABO resignation under the following criteria:
| • | The product should be purchased by the resigning ABO within the six months period and must be in its original packaging, unused/unopened and in good sellable condition. |
| • | If the return involves old Durable products (i.e. Atmosphere Air Purifier) which has been discontinued, the purchase should not be longer than 180 calendar days from the NLA announcement. |
Amway does not accept the return of the following:
| • | NLA or expired products. |
| • | Sales aids, literatures, non-BV items, promotional premiums. |
| • | Personal Shoppers Catalogue products, XS Energy Drinks, limited edition/seasonal/festive items. |
| • | Durable products which have been discontinued more than 180 days from the date of NLA announcement. |
Please refer to the Product Return table below for more info.
Return Due To Overage
Amway accepts the return of product/s from ABO/APCs who received product/s they did not order and/or excess quantity of product/s prior to the product’s expiration date. The product must be in its original packaging, unused/unopened and in good sellable condition.
Please refer to the Product Return table below for more info.
PRODUCT RETURN
| Return Policy | Product Return Method | Refund Method |
| 90-day* 100% Satisfaction Guarantee | Shop & Online | Online Product Return A full refund will be made via Credit Voucher. Shop Product Return A full refund will be made via Credit Voucher or Bank Transfer. |
| Return Unused and Unopened Products | Online Product Return A full refund will be made via Credit Voucher. Shop Product Return A full refund will be made via Credit Voucher or Bank Transfer. |
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| Return Due To Delivery Discrepancy (Damage, Wrong Product or Shortage (Delivery)) | Online Product Return A full refund will be made via Credit Voucher or Product Replacement (same product). Shop Product Return A full refund will be made via Credit Voucher, Bank Transfer or Product Replacement (same product). |
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| Return Under Stock Reduction | Shop Only | Refund will be made via Credit Voucher or Bank Transfer. There will be a 5% reduction in the Total Return Amount. |
| Return Due To Resignation | A full refund will be made via Bank Transfer. | |
| Return Due To Overage | - |
Product Return Procedure At Shop
In order to facilitate the processing of a return, an ABO/APC must provide the following information when completing a SA112 Returned Merchandise Authorisation Form and return the form together with the product/s to Amway for further processing:
| • | The reason for return. |
| • | The product name and quantity. |
| • | The original invoice/order number. |
| • | The name and address of the customer. |
| • | The person who returns on behalf of the ABO/APC must be within the same Line Of Sponsorship. |
| • | There is no outstanding EPP instalment on the product. |
Refund via Credit Voucher or Bank Transfer
Where indicated, return/s can be refunded in the form of Amway’s Credit Voucher or bank transfer with bank account information furnished./p>
The Credit Voucher functions as follows:
| • | The Credit Voucher is not part of your PV/BV value. During your next purchase, the Credit Voucher can be considered as a payment option, while PV/BV figures will be deducted and used accordingly. |
| • | When an APC returns for a credit voucher or refund, the PV/BV deduction will be applied to the upline APC’s sponsor. |
Example:
| 1. | Mary buys Amway Product A for RM100.00 with PV:25 and BV:100. Several days later, she returns it under the Amway Satisfaction Guarantee policy. |
| 2. | During this return, she gets a Credit Voucher value of RM100.00. As for her PV and BV, it will be shown as (PV:-25) and (BV:-100). |
| 3. | During her next purchase, which is Amway Product B priced at RM80.00, her RM100 Credit Voucher can be used as a payment option. Her PV and BV figures will be deducted accordingly. |
| Returning Product A | Purchasing Product B Price: RM80.00 PV:20 BV:80 |
Mary’s Balance | |
| Credit Voucher (CV) | +RM100.00 | -RM80.00 | RM20.00 |
| PV | -25 | +20 | -5 |
| PV | -100 | +80 | -20 |
*The Credit Voucher must be redeemed within one year from the date of its issuance.
Amway reserves the right to approve or reject a return based on the current returns policy. For more details on the terms and conditions of returns, you may refer to the Customer Careline.
Returns based on reactions derived from product consumption are handled on a case by case basis. Both Nutrilite and XS products practice either 3-month or 6-month pull-off from shelves as the safety and well-being of our ABOs are our priority. All Amway products sold in Malaysia and Brunei Darussalam do not contain placenta, pork or its derivatives. Actual products may vary slightly from products shown in the Amway Product Catalogue due to the print production process.
