NYO3® Customer Care

Returns & Refunds

We want every order to arrive exactly as expected. This policy explains when an item may be returned, how refunds are handled, and what to do if something is wrong with your order.

Please contact us before returning anything.

Email support@nyo3health.my with your order number and reason for the request. If approved, we will provide the return instructions and return address. Unauthorised returns may not be accepted.

01   Eligibility

Change-of-mind returns

We accept eligible non-defective products for return when the request is submitted within 30 calendar days of the order date. To qualify, the product must be:

• unopened, unused and in its original sealed packaging;
• undamaged and in resalable condition;
• accompanied by the order confirmation, receipt or other proof of purchase from this website.

Return shipping costs for change-of-mind returns are the customer's responsibility. We recommend using a tracked service, as we cannot process the return until it reaches the designated return address.

02   Order issues

Damaged, defective or incorrect items

Please inspect your order after delivery and contact us promptly if an item is damaged, defective, unsafe, incorrect or materially different from its description. Include your order number, a brief explanation and clear photographs where possible so we can review the issue efficiently.

If the product does not meet an applicable consumer guarantee, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include a replacement or refund. NYO3® will cover reasonable return shipping costs where the return results from our error or a qualifying product issue.

03   Exceptions

Items not eligible for change-of-mind returns

For health, hygiene and product-integrity reasons, we cannot accept a change-of-mind return for:

• opened, used, unsealed or damaged products;
• free gifts, gift cards or promotional items supplied at no charge;
• items clearly marked as final sale before purchase.

These exclusions do not limit any rights or remedies available for faulty, unsafe, misdescribed or incorrectly supplied goods under applicable law.

04   Review & payment

Refunds

Once the returned item has been received and inspected, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method.

Please allow up to 10 business days after approval for your bank, card issuer or payment provider to post the refund. Processing times are controlled by the payment provider and may vary.

07   Before fulfilment

Order cancellations

If you need to cancel an order, email us as soon as possible. We will make a reasonable effort to help, but cancellation is not guaranteed because orders may enter processing shortly after they are placed.

Once an order has been processed or shipped, it cannot be cancelled. If the product later qualifies for a return, you may submit a return request under the terms above.

08   Delivery details

Incorrect or incomplete addresses

Please review your delivery details carefully before placing an order. If you notice an error, contact us immediately. We may be able to update the address before fulfilment begins, but we cannot guarantee changes after an order has entered processing or shipping.

If a parcel is returned because the address provided at checkout was incorrect or incomplete, we will contact you about the available reshipment or refund options. Additional shipping or carrier charges may apply.

Your statutory rights

Nothing in this policy excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded under the Consumer Protection Act 1999 or other applicable law.

Need help?

We are here to assist.

For return, refund, cancellation or address questions, contact our customer care team.

For delivery information, please review our Shipping Policy.