Welcome to Qiang Yi Tang (qiangyitang.com), operated by Zheng Qiang Herbal Remedies Sdn Bhd. We are committed to providing you with authentic, high-quality traditional Chinese herbal remedies, health products, and reliable delivery services across Malaysia.

Please review our Shipping and Return/Refund guidelines below.

1. Shipping Policy

1.1 Order Processing & Dispatch

• Cut-Off Time: Orders placed and paid for before 2:00 PM (Monday to Friday) will be processed and dispatched on the same business day.
• Weekends & Public Holidays: Orders placed after 2:00 PM on Friday, over the weekend, or during Malaysian Public Holidays will be processed and dispatched on the next working business day (Monday).
• You will receive a shipment confirmation email with tracking details once your parcel is handed over to our courier partner.

1.2 Delivery Coverage & Estimated Transit Times

We ship across Peninsular Malaysia and East Malaysia (Sabah & Sarawak) using reliable domestic courier services (e.g., City-Link Express, Pos Laju, etc.):

• Peninsular (West) Malaysia: 1 – 3 business days
• East Malaysia (Sabah / Sarawak): 3 – 7 business days

Note: Delivery times are estimates and may be subject to minor delays during peak holiday seasons, severe weather, or remote location routing.

1.3 Shipping Fees

• Standard shipping fees are calculated automatically at checkout based on the total weight of your order and the delivery destination.
• Free shipping offers (if applicable) will automatically apply at checkout when your order reaches the required minimum spend.

1.4 Parcel Tracking & Missing Deliveries

• Once dispatched, please track your parcel using the tracking number provided via email or WhatsApp.
• If your parcel has not arrived within 5 business days (Peninsular Malaysia) or 8 business days (East Malaysia), please contact us at admin@qiangyitang.com with your Order ID so we can assist with courier inquiries.

2. Return, Exchange & Refund Policy

Due to strict health, hygiene, and safety regulations governing Traditional Chinese Medicine (TCM), herbal consumables, and health products, items sold are generally non-returnable and non-refundable once opened or unsealed.

2.1 Eligible Return, Replacement & Refund Scenarios

We accept returns, replacements, or refunds under the following circumstances, subject to verification by the Company:

1. Defective or Damaged Item: The product arrives broken, leaked, or physically damaged during delivery.
2. Incorrect Item Received: The item delivered does not correspond with the customer’s confirmed order or invoice.
3. Expired Product at Time of Delivery: The product received has already passed its stated expiry date at the time of delivery.
4. Verified Product or Preparation Error: The product supplied is defective, incorrectly prepared, or does not correspond with the confirmed prescription or order due to an error attributable to the Company.

Where applicable, the Company may, at its discretion, provide a replacement, refund, or other appropriate resolution after reviewing the circumstances and supporting information provided by the customer.

2.2 Ineligible Return, Exchange & Refund Conditions

Returns, exchanges, or refunds will generally not be accepted under the following circumstances:

• Products that have been opened, unsealed, partially used, or consumed, except where a product defect is subsequently verified by the Company or manufacturer.
• Customized herbal prescriptions, personalized herbal decoctions, or specially prepared fresh herbal beverages, unless the item was prepared incorrectly or does not correspond with the confirmed prescription or order.
• Change of mind after the order has been confirmed or dispatched, including incorrect product selection, duplicate orders, or the customer no longer requiring the product.
• Products that have been improperly stored or handled by the customer, including failure to follow the recommended refrigeration or storage conditions for fresh or perishable herbal products.
• Promotional, clearance, flash-sale, or specially discounted items, unless the item is defective, damaged, expired at the time of delivery, or the wrong item was supplied.
• Products that have been damaged, contaminated, or deteriorated due to customer handling, storage, or use after delivery.
• Requests made outside the Company's specified return or refund notification period, where applicable.

All return, replacement, and refund requests are subject to verification and the Company's final assessment based on the circumstances of each case.

2.3 Return, Replacement & Refund Notification Period

To enable the Company to properly investigate and resolve any issue, customers must notify the Company within the applicable period below:

• Damaged, defective, incorrect, or expired products: Within 3 calendar days from the date of receiving.
• Fresh, perishable, or prepared herbal products: Within 24 hours from the date of receiving.

The customer may be required to provide photographs, videos, the product packaging, invoice/order details, or other relevant information to support the claim.

Customers should retain the affected product and its original packaging until the Company has completed its assessment. The Company may request the product to be returned for inspection where necessary.

Claims submitted after the applicable notification period may not be accepted, except where otherwise required by applicable law or where the Company determines that an exception is appropriate.

The notification period applies to the reporting of an issue and does not automatically guarantee a refund or replacement. All claims remain subject to verification and the Company's assessment.

2.4 How to Apply for a Return, Replacement or Refund

To submit a return, replacement, or refund request, customers should contact us within the applicable notification period stated in Section 2.3 by:

• Email: admin@qiangyitang.com
• Customer Service: Contact us through our designated customer service channel.

Please provide the following information:

1. Order ID or invoice number;
2. A brief description of the issue;
3. Clear photographs or videos showing:
   • The outer parcel and packaging;
   • The courier airway bill / shipping label;
   • The damaged, defective, expired, or incorrect item; and
   • Any visible damage to the product or packaging.

The Company may request additional information or evidence where necessary to assess the claim.

2.5 Return Authorization

All returns or exchanges require prior authorization from Qiang Yi Tang.

Once the request has been reviewed and approved, our customer service team will provide the customer with the applicable return instructions and shipping details.

Please do not return or send any parcel to us without prior authorization from our customer service team. Qiang Yi Tang reserves the right to reject or decline responsibility for unauthorized returns.

For fresh or perishable products, customers should provide photographs/videos immediately upon receipt and before consuming the product.

2.6 Return & Replacement Shipping Costs

• Where the return, replacement, or refund is due to an error attributable to Qiang Yi Tang, including a damaged, defective, expired, or incorrect item, Qiang Yi Tang will bear the reasonable return and replacement shipping costs.
• Where the issue is not attributable to Qiang Yi Tang, including customer-requested returns due to change of mind, incorrect selection, or improper storage or handling, the Company will generally not be responsible for the return shipping costs.

Any refund or replacement will be processed only after the claim has been reviewed and approved by the Company.

2.7 Refund Processing

• Once a return or refund request has been approved, the refund will be issued to the customer's original payment method, where practicable (e.g., credit card or FPX online banking), or by direct bank transfer where applicable.
• Refunds will be processed within 5 to 7 business days after the returned product has been received and inspected by Qiang Yi Tang.
• The actual time for the refunded amount to appear in the customer's account may vary depending on the payment provider, bank, or card-issuing institution.
• Where a direct bank transfer is required, the customer may be requested to provide accurate bank account details. Qiang Yi Tang will not be responsible for delays or losses arising from incorrect bank account information provided by the customer.

3. Customer Service Contact

For any shipping inquiries, order tracking, or return requests, please reach out to us:

欢迎访问 强益堂 官方网店（qiangyitang.com，由 Zheng Qiang Herbal Remedies Sdn Bhd 营运）。我们致力于为顾客提供道地优质的中草药材、养生保健品及高效可靠的配送服务。

1. 配送与送货政策 (Shipping Information)

1.1 订单处理与发货时间

• 当日截单时间： 凡在 周一至周五 下午 2:00 前 完成付款的订单，将于当天处理并安排发货。
• 周末及公共假期： 周五下午 2:00 之后、周末及马来西亚公共假期的订单，将于下一个工作日（周一）统一处理并发货。
• 订单一旦发货，系统将发送包含快递运单号（Tracking Number）的电邮至您的注册邮箱或者WhatsApp至您注册手机号码。

1.2 配送范围与预计送达时效

我们使用本地专业快递公司（如 City-Link Express、Pos Laju 等）配送至马来西亚全境：

• 西马地区 (Peninsular Malaysia)： 发货后通常约 1 - 3 个工作日内送达。
• 东马地区 (Sabah & Sarawak)： 发货后通常约 3 - 7 个工作日内送达。

注：遇大型促销活动、恶劣天气、偏远地区派送或公共假期前后，快递派送可能稍有顺延。

1.3 运费计算

• 运费将在结账页面根据包裹总重量及配送地址自动计算。
• 若全店达到特定免运费门槛，系统会在结算时自动享有免运费优惠。

1.4 包裹查询与物流异常

• 发货后请留意物流追踪信息。
• 若西马超过 5 个工作日、东马超过 8 个工作日 仍未收到包裹，请及时电邮联系 admin@qiangyitang.com 并提供订单编号，我们将协助向快递公司跟进与核查。

2. 退换货与退款政策 (Returns & Refund Policy)

基于中药材、冲泡茶饮、养生食品及保健品的卫生与安全考量，所有商品一经拆封或破坏原包装，恕不接受因个人原因的退换货。

2.1 适用退换货与退款的情况 (Eligible Return, Replacement & Refund Scenarios)

在符合以下情况并经本公司核实的前提下，我们接受退换货或退款申请：

1. 商品严重破损 / 泄漏： 包裹送达时，商品已破损、漏液或产生物理损坏。
2. 发错商品 / 漏发： 收到的商品与客户确认的订单明细或发票不符。
3. 送达时已过期： 收到的商品在送达时已超过其标示的保质期限。
4. 商品调配或质量异常： 因本公司责任导致供应的商品存在瑕疵、调配错误，或与已确认的中药处方/订单不符。

在适用的情况下，本公司在审查客户提供的具体情况及相关证明材料后，有权自主决定提供更换商品、退款或其他适当的解决方案。

2.2 不予退换货与退款的情况 (Ineligible Return, Exchange & Refund Conditions)

在以下情况下，通常恕不接受退货、换货或退款：

• 商品已拆封、破坏防伪/密封包装、部分使用或已被食用，除非后续经本公司或生产厂家核实确属产品缺陷。
• 个人定制调配的中药处方、代客煎煮中药液或特别配制的新鲜中草药茶饮，除非该商品调配错误或与已确认的处方/订单不符。
• 订单确认或发货后的个人原因改变主意（Change of Mind），包括选错商品、重复下单或客户不再需要该商品。
• 因客户保存或处理不当导致的商品损坏，包括未遵循新鲜或易腐中药材推荐的冷藏及保存条件。
• 促销商品、清仓商品、限时特卖或特别折扣商品，除非商品在送达时存在瑕疵、破损、过期或发错商品。
• 商品在送达后因客户个人搬运、储存或使用不当而导致破损、污染或变质。
• 超出本公司规定的退换货或退款申请时效的请求。

所有退货、更换及退款申请均须经本公司核实，并由本公司根据具体情况作出最终评估与决定。

2.3 退换货与退款通知时效 (Return, Replacement & Refund Notification Period)

为使本公司能够妥善调查并解决任何问题，客户必须在以下适用的时效内通知本公司：

• 商品破损、瑕疵、发错货或过期商品： 须在收到包裹之日起 3 天内（3 Calendar Days） 提出。
• 新鲜、易腐或即煎/代煎中药产品： 须在收到包裹之日起 24 小时内 提出。

客户可能需要提供照片、视频、商品外包装、发票/订单明细或其他相关证明材料以支持申请。

客户应妥善保留受影响的商品及其原始包装，直至本公司完成评估。必要时，本公司可能要求寄回商品以供检验。

超出上述通知时效提交的申请可能不予受理，除非适用法律另有要求或本公司认定确有特殊情况。

注：通知时效仅适用于问题的申报，并不自动保证获得退款或更换。所有申请均须经本公司核实与评估。

2.4 如何申请退货、更换或退款 (How to Apply for a Return, Replacement or Refund)

如需提交退货、更换或退款申请，客户应在第 2.3 节规定的适用通知时效内通过以下方式联系我们：

• 客服电邮： admin@qiangyitang.com
• 官方客服： 通过本公司指定的客服渠道（如 WhatsApp / 线上客服）联系我们。

请提供以下信息：

1. 订单编号或发票号码；
2. 问题简述；
3. 清晰的照片或视频，展示：
   • 外包装箱及包裹外观；
   • 快递运单贴纸 / 配送标签；
   • 损坏、瑕疵、过期或发错的商品；以及
   • 商品或包装上任何可见的损坏之处。

本公司在评估申请时，如有必要，可要求提供额外的补充信息或凭证。

2.5 退货授权与审批 (Return Authorization)

所有退货或换货均须事先取得强益堂的授权与确认。

申请经审核并批准后，我们的客服团队将向客户提供适用的退货指引及寄回地址信息。

未事先取得客服团队授权，请勿自行寄回或发送任何包裹。强益堂保留拒绝接收或不承担未经授权退货责任的权利。

对于新鲜或易腐产品，客户应在收到货物后、食用之前立即拍照/录像存证。

2.6 退换货运费承担 (Return & Replacement Shipping Costs)

• 凡因强益堂责任导致的退货、更换或退款（包括商品损坏、瑕疵、过期或发错商品），强益堂将承担合理的往返退换货运费。
• 凡非强益堂责任导致的问题（包括客户因个人原因改变主意、选错商品、或送达后储存/处理不当），本公司通常不承担退货运费。

任何退款或补发均将在申请经本公司审核并批准后方可处理。

2.7 退款处理与到账周期 (Refund Processing)

• 退款申请一经批准，款项将在可行的情况下直接退回至客户的 原付款渠道（如信用卡或 FPX 网上银行），或在适当情况下通过 银行转账（Direct Bank Transfer） 方式退回。
• 退款将在强益堂收到并核验退货商品后的 5 至 7 个工作日 内处理完成。
• 退款实际到达客户账户的时间可能会因支付服务商、银行或发卡机构的处理周期而异。
• 若需要进行直接银行转账，本公司可能会要求客户提供准确的银行账户信息。因客户提供错误的银行账户信息而导致的延迟或损失，强益堂概不承担责任。

3. 客服联系方式

如有任何配送或订单疑问，欢迎随时与我们联络：