Shipping Delivery & Returns Policy

1) Where we deliver

Malaysia: West & East Malaysia
If your address is outside our standard coverage, contact us at metahealthbiotech@gmail.com.

2) Order processing

Orders placed on business days (Mon–Fri, excluding public holidays) are processed within 1–2 working days.
Orders placed after 3:00 PM or on weekends/public holidays are processed the next business day.
Pre-order/back-order items will ship on or after their stated release

3) Delivery timeframes (estimates)

West Malaysia: 2–3 working days after dispatch.
East Malaysia (Sabah/Sarawak/Labuan): 3–7 working days after dispatch.

Delivery times are estimates and may be longer during peak seasons, sale periods, or due to courier delays and weather conditions.

4) Shipping fees

Shipping fees are calculated at checkout based on destination, weight/volumetric weight, and courier rates.

5) Tracking your order

You’ll receive an email/SMS with your tracking number once your parcel is handed to the courier.
Tracking updates may take up to 1 working day to appear on the courier’s

6) Delivery issues

Address changes/cancellation: Contact metahealthbiotech@gmail.com immediately after placing your order. We’ll try our best, but changes may not be possible once processing starts.
Unsuccessful delivery / returned parcel: If a parcel returns to us due to an incorrect address, failed delivery attempts, or non-collection, we can reship it; re-delivery charges will apply. Original shipping fees aren’t refundable.
Missing/late parcel: If tracking stalls for > 5 working days, reach out to us so we can open a courier investigation.

7) Returns & refunds (damage/defect only)

We want you to receive your items in perfect condition. SOVEU accepts returns or exchanges only if the item arrives damaged, broken (including in-transit breakage/accidents), or with a manufacturer defect. We do not accept change-of-mind returns, wrong-size/colour selections, or general wear-and-tear after use.

Qualifying cases

In-transit damage/breakage (e.g., crushed, cracked, leaked, torn).
Manufacturer defect (e.g., faulty seams/closures, non-functional component).
Wrong/short item received (packing error).

Report window

Please notify us within 48 hours of delivery. Claims after this window may be denied because couriers limit investigation time.

What we need from you (for a fast resolution)

Email metahealthbiotech@gmail.com with:

Order number
Description of the issue
Photos/videos showing: the defect/damage, inner & outer packaging, and the shipping label
Whether you prefer a replacement (if stock is available) or a refund

Return approval & next steps

Once approved, we’ll provide a prepaid return label or collection arrangement (Malaysia addresses).
Items must be returned in original packaging (include all accessories/tags) with no additional damage. Keep packaging until your item is checked.
When the return arrives, our Quality Team will verify the issue within 3–7 working days.

Outcome

Replacement: We’ll ship a like-for-like replacement at no extra shipping
Refund: If a replacement isn’t available, we’ll refund to the original payment method for the product price [and original shipping fee if the entire order is affected by damage/defect]. This process will take around 14-30 days.
Partial issues: If only part of the order is affected, refunds/replacements apply to the affected item(s) only.

Non-returnable items (unless damaged/defective on arrival)

Personal care/consumables once opened, intimate/hygiene items, gift cards, and final- sale/clearance

8) Packaging care & risk of loss

We pack orders to withstand normal handling. Risk transfers on delivery to the address Damage arising during transit is covered under our damage policy above; please keep all packaging for courier assessment.

9) Contact

Customer Support: metahealthbiotech@gmail.com
WhatsApp: +6011-1287 5805
Business hours: Mon–Fri, 10:00AM –05:00PM
Return address: SOVEU Returns, 12A-1, Jalan Rimbayu 2/5, Bandar Rimbayu 42500, Telok Panglima Garang, Selangor.