Refund, Return & Cancellation Policy

Order cancellations are only permitted before shipment has taken place. Customers are advised to submit cancellation requests within twelve (12) hours from order confirmation by emailing aed@myheartaed.com.my. Once an order has been processed and dispatched from our warehouse, cancellations will not be accepted. If a valid cancellation request is received and approved prior to shipment, a full refund will be processed using the original payment method.

Due to the nature of medical devices and applicable regulatory and safety requirements, products that have been opened, used, activated, registered, installed, or tampered with are strictly non-returnable and non-refundable, except where confirmed defective upon delivery.

Returns or replacements will only be considered if the item delivered is defective, damaged during transit, or incorrect. Any return request must be submitted within seven (7) working days from the date of receipt, together with valid proof of purchase (invoice or order number) and clear supporting evidence such as photographs.

Returned items must be unused, in original condition, and returned in their original packaging including all accessories, manuals, and free gifts (if any). Items must be securely packed to prevent damage during return shipping. All returned products are subject to inspection and verification upon receipt before any refund or replacement is approved. Change-of-mind returns are not accepted.

Customers are responsible for return shipping costs unless the return is due to our error (such as an incorrect or defective item).

Once a returned product has been received and approved following inspection, refunds will be processed using the original payment method. Refund processing may take between seven (7) to fourteen (14) business days to reflect in your account, depending on your payment gateway provider or financial institution. Shipping charges (if applicable) are non-refundable unless the return is due to our error. Customized, personalized, promotional, clearance, or special-order items are non-refundable unless proven defective.