Refund & Shipping Policy

Operated by Southern Medental Resources  ·  Effective 30 July 2026  ·  Last updated 30 July 2026

Thank you for shopping at Qumoor. We take great pride in delivering gentle, university-lab-tested oral care products for your home. This Refund & Shipping Policy explains our procedures regarding order fulfillment, delivery, returns, and refunds.

1. Shipping & delivery

We process and fulfill orders across Malaysia and selected regional destinations through trusted courier services.

• Order processing time: orders are processed within 1 to 2 business days (excluding weekends and public holidays) after receiving your payment confirmation.
• Estimated delivery timeframes:
  • Peninsular Malaysia: 2 to 4 business days.
  • East Malaysia (Sabah & Sarawak): 4 to 7 business days.
• Shipping rates: shipping charges for your order are calculated and clearly displayed at checkout before payment completion.
• Tracking details: once your parcel has been dispatched, you will receive a confirmation message containing your courier tracking link. You can also track your order here.

2. Hygiene & safety policy (returns)

3. Eligibility for refunds & exchanges

We accept returns or exchanges under the following specific circumstances:

• Defects or damage: you received a product that was damaged during transit, leaking, or factory defective.
• Incorrect item: you received an item different from what was stated in your order confirmation.
• Unopened & sealed: the product remains in its original, unopened, and sealed packaging in saleable condition (requests made within 7 days of delivery).

4. How to report an issue

If you experience any issue with your shipment, please notify us immediately by following these steps:

1. Contact our customer care team via WhatsApp at +60 13-749 9780 within 48 hours of receiving your package.
2. Provide your order number and a clear photo or unboxing video showing the defect, damage, or incorrect item received.
3. Our team will verify the details and guide you through the return or replacement process.

5. Refund process

Once your return or claim is received and inspected:

• We will notify you via WhatsApp or email regarding the approval or rejection of your refund request.
• If approved, your refund will be processed back to your original payment method or via direct bank transfer within 5 to 7 business days.
• In cases of incorrect or damaged items, Qumoor will cover the standard courier return costs.

6. Order cancellations

Orders can only be canceled prior to dispatch. Once a tracking number has been generated and the parcel handed over to the courier, the order cannot be canceled or modified.

7. Contact information