This website is intended for healthcare professionals.Teepham Medical Sdn. Bhd. · Co. No. 199801018145 (474274-T)
Teepham Medical Sdn BhdReturns and refunds

Returns and refunds

In force from 26 October 2026

This policy is part of our Terms and conditions. It covers goods bought from Teepham Medical Sdn. Bhd. ("Teepham", "we") through the store. Medical devices and supplies have to be stored and handled under the right conditions, and once goods have left our care we can't be sure that they were. So we take goods back only in the cases below.

1. When we take goods back

We accept a return only for goods that:

  • are dead on arrival: they don't work when first used;
  • have a severe manufacturing defect; or
  • were shipped in error: not the product, pack size or quantity you ordered.

You must report it within 14 calendar days of delivery, with the batch number of each product (and its serial number, for equipment). We don't take back goods ordered by mistake or no longer needed.

2. How to report it

Email online@teephamedical.com.my, or call the office that serves you, with:

  • the order number or the invoice number;
  • each product, its batch or serial number, and how many;
  • what is wrong, with photographs of the goods and their packaging where you can.

We reply within one working day, and tell you whether we accept the return and how the goods will come back to us. Please don't send anything back before we have said so.

3. Damage or shortfall in delivery

Check each delivery when it arrives. If the packaging is damaged or anything is missing, note it on the delivery order before you sign it, and report it to us within 2 working days of delivery, with photographs.

4. Goods that can't be sent back

Some goods can't come back once delivered, because we could no longer be sure they are safe to supply:

  • sterile or single-use items whose packaging has been opened;
  • temperature-sensitive goods, such as reagents, that must be kept cold;
  • goods made or ordered specially for you;
  • goods damaged after delivery, by use not as their instructions say, or by wrong storage or handling.

If such goods arrived faulty or were shipped in error, report them all the same (section 2). We replace or credit them as below, and may ask you to keep them for us to inspect, or to dispose of them as we say.

These exclusions do not remove the remedies above for defective goods or goods shipped in error.

5. Sending goods back

  • We collect the goods we have agreed to take back, or pay for their delivery to us.
  • Return them in their original packaging, with their accessories, manuals and paperwork, in the quantity and batches you reported.
  • We check the goods when they arrive. If they aren't as reported, we tell you why, and may send them back to you.

6. Replacement, credit or refund

Once we have checked the goods, we replace them, delivered free; or, if we can't or you would rather we didn't, we settle the return as follows.

  • Goods bought on credit terms: no cash refund. We issue a credit note for the amount invoiced for the goods returned, against their invoice, which reduces the balance due on your account. If that invoice has already been paid, the credit note is set against your next invoices.
  • Goods paid for online through CHIP: we refund what was paid for the goods returned, through CHIP, to the card or bank account that paid, within 7 to 14 working days of accepting the return.

Either way, you get back exactly what was paid or invoiced for the goods returned: nothing is deducted from it.

7. Warranty claims

A fault that shows after the first 14 days isn't a return: it is a warranty claim, if the product is still under its manufacturer's warranty. Report it the same way (section 2), with the invoice number and the product's serial or batch number. We pass it to the manufacturer, or repair or replace the product, as its warranty says. A warranty doesn't cover damage from use not as the instructions say, wrong storage, accidents or normal wear.

8. If a product may have caused harm

If a fault in a product has harmed someone, or could have, tell us at once, whether or not you want to return it, and keep the product and its packaging. We may have to report it to the Medical Device Authority.

Contact