Return & Refund Policy

Dr MySalyanie appreciates your continuous support and we urge all customers to please inspect your orders upon delivery. We strive our best to deliver our items in the best possible condition. However, in the event that we have accidentally failed you by sending you goods that have been damaged / broken / expired, please flag out these instances to our delivery personnel IMMEDIATELY so that we can make arrangements to deliver the replacement to you soonest possible.

The exchange of Products can only be arranged for the following reasons:

If the product delivered is in damaged or defective condition*; or
If the product is different from the Order delivered.

*Please note that ER P PLUS will not be liable for any loss, damages, or defects of products that occur during the delivery process by any courier service company appointed by us.

Product for exchange shall be exchanged in its original condition (unused and unmarked), quantity, and packaging as it was first delivered to the customer together with proof of purchase. Exchange is only allowed for the same item. In case the same item is not available, customer may proceed to return the item. A refund will be credited into the Customer’s bank account depending on the period of time your financial institution required to arrange for the refund. Only the price paid for items purchased will be refunded. The shipping fee will not be refunded.

For return of products in bundle sets due to reasons aforementioned, please ensure the following:

Products purchased as part of a bundle set or multi-item pack, have to be exchanged/returned as a whole set.
Individual products within a bundle set or multi-item pack cannot be exchanged/returned.

Please note that ER P PLUS has the right to reject your exchange or refund request if your request is deemed unreasonable. Unfortunately, a refund will not be provided for confirmed orders.

How to request for an exchange or refund?

Step 1:

If customer received any items in the conditions stated above, and the customer wishes to exchange/return them, the customer needs to notify Customer Service by email at hello@drmysaly.com to report on the product(s) within 3 working days of receiving the goods. Please provide the following details to our personnel:

Order Number
Order Receiving Date
Name of the Item
Product Condition
Reason of Return
Photo Evidence

Step 2:
The customer service representative will process the exchange/refund inquiry within 5 working days and inform the customer of the return status.

Step 3:

If you are entitled to a refund, we will process the calculated refund within 14 working days of receiving the returned item/parcel. Refund will be credited into Customer's bank account depending on the period of time your financial institution required to arrange for the refund.

If you are entitled to an exchange [Damaged/Defect/Incorrect Item], a customer representative will contact you on the product exchange and arrange pickup of items from you within 14 working days of receiving your exchange confirmation. Please retain the box, and packaging and ensure all items are delivered to the courier. If all items are not received by us within the stipulated time, the exchange/refund will not be processed. Our representatives will contact you once the new items are ready to be delivered.

Important Note: Please note that returns are strictly not applicable for any promotions.

How can I report missing item(s) received?

Please get in touch with our customer service personnel via email at hello@drmysaly.com to report on the missing product(s) within 3 working days. Please include mention the following details:

Order Number
Order Receiving Date
Name of the Missing Item

Please allow our customer service personnel to process your report within 5-7 working days and we will make the necessary arrangements with you directly.