Returns & Refunds
Our commitment to quality. Read our guidelines on how to request a return or exchange for your Enertime products.
14-Day Window
Request returns or exchanges within 14 calendar days from the date you received your parcel.
Seal Intact
Due to food safety regulations, returned items must be unopened, unused, and with original seals intact.
Flexible Refund
Receive refunds via your original payment method or opt for store credit/coupon codes for future purchases.
Ninja Van Return
Ship returns via Ninja Van for reliable, tracked shipping, ensuring your return arrives safely.
Step-by-Step Return Process
Submit Request
Contact our support team with your Order ID, details, and photos of the product and seal condition.
Secure Package
Once approved, pack the items carefully in original shipping boxes to prevent any transit damage.
Ship Package
Ship back using a tracked courier (Ninja Van recommended) and share the tracking link with our support team.
Review & Refund
Upon receiving and verifying the seal condition, we will process your refund or dispatch the replacement within 7 working days.
Return Eligibility
To ensure fairness and maintain strict food safety standards, we can only accept returns that meet these rules:
- Condition: The item must be in its original packaging, unopened, unused, with all safety seals intact.
- Proof of Purchase: A valid order confirmation email, transaction ID, or physical receipt is required.
- Non-Returnable Items: Promotional items, custom gift bundles, clearance products, and any product where the container seal has been broken or tampered with.
Refunds & Fees
Please review how transaction fees and return logistics costs are handled:
- Shipping Fees: Original shipping charges are non-refundable. The cost of return shipping is borne by the customer, except in cases of wrong flavor or defective arrivals.
- Defective/Wrong Items: If we sent the wrong flavor or items were damaged during shipping, we will cover the return shipping fee and send a replacement free of charge.
- Method of Refund: Approved refunds will be issued to your original payment gateway (senangPay, FPX, Credit Card) or as a discount coupon code based on your preference.
Return FAQs
Can I return a protein tub/sachet box if I do not like the taste?
Unfortunately, because our products are nutritional consumables, we cannot accept returns of opened, partially consumed, or unsealed products for health, safety, and sanitary reasons. We recommend purchasing our single-sachet trial packs first if you want to sample different flavors before buying larger sizes.
How long does it take to receive my refund?
Once your return package arrives at our warehouse and passes our quality inspection, we will approve the refund. Refunds processed back to your credit card or FPX bank account via senangPay will take 7 to 14 business days depending on your financial institution. Store credit refunds are issued instantly as a digital coupon code.
Do I have to use Ninja Van for returning items?
While we highly recommend Ninja Van because of their excellent tracking integration and reliability within Malaysia, you can use any registered courier service (such as J&T Express, DHL, or PosLaju). You must select a shipping method that includes a tracking number, as we cannot issue refunds for packages lost in transit.
What should I do if I received the wrong flavor?
We apologize for the mix-up! If we shipped a different flavor or product than what you ordered, please contact us within 24 hours of delivery. Keep the product unopened with its seal intact. We will provide a pre-paid courier shipping label for you to return the incorrect item, and we will ship the correct one immediately.
Need help with a return?
If you have specific questions about returns, refunds, or exchanges, or want to start a return request, our support team is ready to assist you.
Contact Support Team