Effective date: 14th February 2025
We want you to feel confident when you order ColloFlex online. This Returns & Refunds Policy explains when and how you can return products purchased from colloflex.com and how we handle refunds, replacements and lost shipments.
This policy applies only to purchases made directly from colloflex.com. If you bought ColloFlex from another retailer or marketplace, please contact that seller directly, as their policies may differ.
1. Who we are
FSF Global Trading (ColloFlex)
Business registration: 003756234-X
Registered address
53, Jalan Sungai Merbau 32/93, Kemuning Greenville,
40460 Shah Alam, Selangor, Malaysia
Operational & return address
Semenyih Integrated Industrial Park,
43500 Semenyih, Selangor, Malaysia
Support
Email: support@colloflex.com
WhatsApp / Telegram (messages only): +60 18 2119951
2. Because ColloFlex is an ingestible product (important)
ColloFlex is a food supplement / adult milk drink. For safety and hygiene reasons:
• We generally cannot accept returns of opened or used products.
• We only accept returns of products that are unopened, unused and in their original, sealed packaging, except where there is a verified quality issue reported promptly.
• Please read this policy carefully before ordering.
3. Change-of-mind returns (consumer orders)
If you change your mind or no longer want the product:
• You may request a return within 14 days from the date you receive your order.
• Only items that are unopened, unused, and in original packaging with tamper-evident seals intact are eligible.
We do not accept change-of-mind returns:
• After the 14-day window has passed; or
• For products that have been opened, used, or where the packaging/seal is broken.
4. Conditions for a valid return
To qualify for a return and refund:
• The product must be:
– Unopened and unused
– In original, undamaged packaging
– With all safety and tamper-evident seals intact
• The return request must be submitted within 14 days of delivery (based on tracking).
• You must contact us first to obtain return approval and instructions.
• You must pack items securely and we strongly recommend a trackable shipping service for the return.
We reserve the right to refuse a refund if returned items do not meet these conditions.
5. Who pays for return shipping?
For change-of-mind returns (or ordering the wrong item):
• You are responsible for return shipping costs and any customs/import charges incurred during the return journey.
If we sent the wrong item or the product was defective/damaged on arrival:
• We will either cover/reimburse reasonable return shipping, or
• Provide a replacement without requiring a return, depending on the situation and destination.
We will confirm the appropriate solution after reviewing your case.
6. How to request a return
If you would like to return a product, please follow these steps:
Step 1 — Contact us
Email support@colloflex.com and include:
• Order number
• Full name
• Reason for return (change of mind / wrong item / damage / quality issue)
• Photos (if damaged/incorrect/quality issue)
Step 2 — Wait for our instructions
We will confirm whether your request is eligible and send the correct return instructions and reference details (if required).
Step 3 — Pack items securely
Use the original box if possible and add protective padding.
Step 4 — Ship the return
Use a trackable service when possible and keep your receipt/tracking number.
Step 5 — Confirmation & inspection
When we receive the parcel, we will inspect the products to confirm they meet the conditions in this policy.
Step 6 — Refund processing
Once approved, we will process your refund (see Section 7).
7. Refunds — method & timing
For approved returns:
• Refunds are issued to the original payment method (Stripe or PayPal).
• Original shipping fees are not always refundable, except where required by law or where we sent the wrong item / the product arrived damaged.
• Refunds are typically processed within 5 business days after we receive and inspect the returned goods.
• Your bank/card issuer/PayPal may take additional time to post funds to your account. This processing time is outside our control.
Important note about duties/taxes (especially international orders):
• Import duties, taxes, customs clearance fees or courier handling fees are governed by local regulations and may be non-refundable, even if an order is returned.
• If a specific order was sold as “Shipping + Duties Included”, we will assist where possible, but we cannot guarantee recovery of duties/taxes once paid to couriers/customs.
8. Damaged, faulty or incorrect items
If you receive:
• A damaged product
• A faulty product (e.g., production issue)
• The wrong item compared to your order
Please contact us within 7 days of delivery.
Provide clear photos of:
• The outer box and shipping label
• Inner packaging
• The affected product(s) showing the issue
Email support@colloflex.com with:
• Order number
• Description of the issue
• Photos attached
Where appropriate, we will offer one of the following:
• Replacement item
• Partial refund
• Full refund for the affected item(s)
In some cases, we may request the item to be returned (at our cost) for inspection. In other cases, we may resolve the issue without a return.
9. Late, lost or undelivered orders
Delivery time can vary by country. If your tracking shows a significant delay:
• Check the courier’s tracking page using your tracking number.
• Contact the courier directly for the latest status.
• If there are no updates for 14 business days or more, contact us.
We usually consider a parcel potentially lost when:
• There has been no tracking movement for at least 14 business days, and
• A courier investigation confirms that the parcel cannot be located.
In these cases, we will either:
• Resend the order at our cost (where feasible), or
• Refund the order (and shipping where required by law), at our discretion.
We cannot treat a parcel as lost before the courier’s investigation is complete.
10. Non-refundable & non-returnable situations
We may not be able to offer a return, replacement or refund in the following situations:
Opened or used products
• Packaging opened, seals broken, or product appears used (except verified quality issues).
Change of mind after 14 days
• Requests submitted more than 14 days after delivery.
Refusal to pay duties / failure to cooperate with customs (where applicable)
• If duties/taxes/handling fees are required and you refuse to pay, or you do not provide required information to customs/courier, the parcel may be returned, destroyed, abandoned or confiscated. In such cases, refunds may be limited or not possible.
Incorrect or incomplete address provided
• Missing unit/apartment/building, wrong postcode/ZIP, or invalid phone number causing failed delivery, return to sender, loss or destruction.
Failure to collect / respond
• If courier/customs requires your action (payment, ID verification, pickup) and you do not respond or collect within their time limit.
Unauthorised use or suspicious activity
• Suspected misuse of the returns system, fraud, or repeated unreasonable claims.
We will always aim to be fair and transparent, but we must follow safety rules and international shipping regulations.
11. Order cancellations
If you wish to cancel an order:
• Contact us as soon as possible after placing it: support@colloflex.com
• If your order has not yet been packed or dispatched, we will cancel and issue a full refund.
• If your order has already been shipped, we cannot recall it. You may need to wait for delivery and then follow the standard returns process (if applicable).
12. Chargebacks and disputes
We recommend contacting us first to resolve any issue. Most problems related to:
• Missing deliveries
• Damage in transit
• Wrong items
• Confusion about duties or fees
can be solved faster if you email us with your order details.
If you open a dispute or chargeback with your bank or PayPal:
• We will provide relevant documentation (order records, tracking, photos, communications) to the payment provider.
• Resolution times are then controlled by the bank/PayPal, not by us.
13. Contact us
If you have questions about this Returns & Refunds Policy or need help with a specific order, please contact:
FSF Global Trading (ColloFlex)
Email: support@colloflex.com
WhatsApp / Telegram (messages only): +60 18 2119951
Operational address: Semenyih Integrated Industrial Park, 43500 Semenyih, Selangor, Malaysia