退換貨與退款政策
最後更新：28/10/2026
本政策適用於透過緣生樹 Primal Tree 官方網站直接購買的商品，由 PRIMAL TREE ENERGETIC SUPPLIES SDN. BHD. 處理。
我們希望你收到與訂單及商品描述相符的商品。如有問題，請先聯絡我們，我們會根據商品狀況、訂單紀錄及適用法律協助處理。本政策不限制你依法享有的消費者權利。
1. 商品損壞、缺陷、寄錯或缺件
如收到商品時發現破損、滲漏、寄錯、缺件，或與商品描述有重大差異，請盡可能於收貨後 7 日內聯絡我們，以便保存證據及安排處理。
此 7 日期限是方便處理到貨問題的建議通知時間，不影響依法可提出的申索；對於合理使用後才發現的潛在缺陷，請於發現後儘快聯絡我們。
請提供：
訂單編號，或其他可核對的購買證明。
問題描述。
商品、外包裝及運單的清晰照片。
如有，相關影片、批次或商品編號。
開箱影片有助查核，但不是提出申請的唯一必要證據。請保留商品及相關包裝，並避免繼續使用疑似有問題的商品。
我們會依問題性質及適用法律，提供適當的修復、補寄、換貨或退款安排；如法律賦予顧客選擇補救方式的權利，我們將予以遵守。
2. 改變主意或選購錯誤
我們不提供因改變主意、個人香氣偏好，或顧客自行選錯款式、尺寸而產生的自動退貨服務。
如商品尚未開封、使用或加工，請於收貨後 7 日內聯絡我們。我們可按商品類別及狀況個別評估是否接受退換，但不保證批准。
獲同意的此類退換，商品須保持可再次銷售的狀態，連同原有包裝、標籤及相關配件退回；退貨運費由顧客承擔，原配送費一般不退。任何額外費用會在顧客決定退貨前說明並取得同意。
以上限制不適用於商品存在缺陷、寄錯或與描述有重大差異的情況。
3. 特定商品與已披露差異
以下商品一般不接受單純改變主意的退貨：
已開封或使用的香品、香粉、煙供粉、噴霧、香油、皂及沐浴用品。
已拆除衛生封條的個人使用商品。
已按顧客要求訂製、刻字、修改或加工的商品。
天然材質與手工製品，可能存在已在商品頁清楚說明的紋理、色澤、尺寸或手工細節差異。此類合理且已披露的差異，本身不視為缺陷。
清倉或折扣商品不會因此自動失去消費者權利；如某項瑕疵已於購買前明確披露，我們不接受僅基於該項已披露瑕疵提出的退貨要求。
本節不排除對未披露缺陷、安全問題或重大描述不符的申請。
4. 退貨安排及運費
請先聯絡我們取得退貨指示，以免寄錯地址或產生不必要費用。未事先聯絡，不會單獨成為拒絕依法有效申請的理由。
經確認屬寄錯、缺陷、到貨損壞或重大描述不符，我們將安排或承擔合理且必要的退貨及補寄費用。
因改變主意而獲准退貨，退運費用由顧客承擔。
大型、笨重或易碎商品，請勿自行拆卸或寄回；我們會先協調適當安排。
請使用足以保護商品的包裝，保留寄件收據與追蹤資料。退運期間若發生損壞或遺失，我們會按承運安排、包裝情況、可用證據與適用法律處理，不採用一律由顧客承擔的規則。
原包裝有助查核與保護商品，但對有缺陷或寄錯商品，不會僅因缺少原包裝而自動拒絕申請。
5. 商品檢查與退款時間
我們一般會在收到退回商品及必要資料後 3–5 個工作天內完成初步檢查。如需額外檢測，我們會說明原因及預計處理時間。
退款獲確認後，我們將於 7 個工作天內發起退款；如適用法律要求更早處理，則依該要求辦理。款項實際入帳時間取決於銀行或付款服務商。
退款原則上退回原付款方式。若技術上無法原路退回，我們會與付款人核實其他合適方式。依法應退還的款項，不會被強制轉為購物金。
退款金額依受影響商品的實付金額、適用優惠分攤及依法應退費用計算；我們會提供計算說明，不會任意增加扣款。
6. 核實與防止不當申請
為保障雙方，我們可能核對商品型號、批次、獨特標記、配件、出貨紀錄及退回狀況。
如有客觀證據顯示退回商品並非原訂單商品、商品被調包，或申請資料存在重大不實，我們可要求補充資料，並在合理查核期間暫緩相關爭議部分的處理。我們會說明原因及下一步，不會僅因懷疑而無限期擱置申請。
我們不會就同一損失重複退款；如你已透過銀行、付款服務商或平台取得退款，請告知我們以便核對。
對不獲受理的申請，我們將提供理由及可供重新審視的聯絡方式。本政策不限制顧客向相關主管機關、付款服務商或法定爭議處理機構提出申訴的權利。
7. Shopee 訂單
透過 Shopee 購買的訂單，請優先透過該訂單內的退貨／退款功能提出申請，並依平台流程與適用條款處理。本官網政策不取代平台規則或適用法律。
8. 聯絡與退貨地址
公司：PRIMAL TREE ENERGETIC SUPPLIES SDN. BHD.
電郵：[email protected]
WhatsApp／電話：0167839200 / 0197079200
退貨地址：NO98. Jalan Sultanah 83000 Batu Pahat Johor
客服時間：10:00am - 5:30PM
寄回前請先確認退貨地址；退貨地址可能與門市或一般通訊地址不同。
Returns & Refunds Policy
Last updated: 28/10/2026
This policy applies to purchases made directly through the Primal Tree official website and is administered by PRIMAL TREE ENERGETIC SUPPLIES SDN. BHD.
We want you to receive products that match your order and their descriptions. If something is wrong, please contact us so we can review the product, order records and available evidence. Nothing in this policy limits your rights under applicable consumer law.
1. Damaged, Defective, Incorrect or Missing Items
If your order arrives damaged, leaking, incorrect or incomplete, or a product materially differs from its description, please contact us, where possible, within 7 days of delivery.
This is a recommended reporting period to help us investigate delivery issues. It does not limit valid claims under applicable law. For a defect that only becomes apparent after reasonable use, please contact us promptly after discovering it.
Please provide:
Your order number or another verifiable proof of purchase.
A description of the issue.
Clear photographs of the product, packaging and shipping label.
Relevant videos, batch details or product identification numbers, if available.
An unboxing video may assist our review, but it is not the only acceptable evidence. Please retain the product and relevant packaging, and avoid further use of a potentially defective product.
Depending on the issue and applicable law, we will provide an appropriate repair, replacement, delivery of missing items or refund. Where the law gives you a choice of remedy, we will respect that choice.
2. Change of Mind or Ordering Errors
We do not offer automatic returns for a change of mind, personal fragrance preferences, or a customer’s selection of an incorrect style or size.
If the product remains unopened, unused and unaltered, please contact us within 7 days of delivery. We may consider a return or exchange based on the product category and condition, but approval is not guaranteed.
Approved change-of-mind returns must be in resaleable condition, with their original packaging, labels and relevant accessories. Return shipping is payable by the customer, and the original delivery charge is generally non-refundable. Any additional charges will be explained and agreed before you decide to proceed.
These restrictions do not apply to defective, incorrect or materially misdescribed goods.
3. Product-Specific Conditions and Disclosed Variations
Change-of-mind returns are generally not accepted for:
Opened or used incense, incense powders, smoke-offering powders, sprays, oils, soaps or bath products.
Personal-use products with broken hygiene seals.
Products customised, engraved, modified or processed to the customer’s instructions.
Natural materials and handmade products may display variations in grain, colour, dimensions or workmanship that have been clearly described on the product page. Reasonable, disclosed variations are not, by themselves, defects.
Clearance or discounted status does not automatically remove consumer rights. Where a specific imperfection was clearly disclosed before purchase, a return will not be accepted solely because of that disclosed imperfection.
This section does not exclude claims involving undisclosed defects, safety issues or material differences from the description.
4. Return Arrangements and Shipping Costs
Please contact us for return instructions before sending a product back, to avoid incorrect delivery or unnecessary costs. Failure to contact us first will not, by itself, invalidate an otherwise valid statutory claim.
For confirmed incorrect, defective, transit-damaged or materially misdescribed goods, we will arrange or cover reasonable and necessary return and replacement shipping costs.
For approved change-of-mind returns, return shipping is payable by the customer.
Please do not dismantle or independently return large, heavy or fragile items. We will first coordinate suitable arrangements.
Use packaging that adequately protects the product and retain your shipping receipt and tracking information. Any loss or damage during return transit will be assessed according to the shipping arrangements, packaging, available evidence and applicable law, rather than automatically being assigned to the customer.
Original packaging helps with assessment and safe transport. However, the absence of original packaging will not, by itself, result in the rejection of a claim for defective or incorrect goods.
5. Inspection and Refund Timing
We normally complete an initial assessment within 3–5 business days of receiving the returned product and necessary information. If further testing is required, we will explain the reason and expected timeframe.
Once a refund is confirmed, we will initiate it within 7 business days, or earlier where required by applicable law. The time taken for funds to appear in your account depends on your bank or payment provider.
Refunds will normally be made to the original payment method. If this is technically unavailable, we will verify an appropriate alternative with the payer. A refund required by law will not be replaced with store credit without your agreement.
Refund amounts will be calculated using the amount actually paid for the affected items, applicable promotional allocations and any charges refundable under law. We will explain the calculation and will not impose arbitrary deductions.
6. Verification and Prevention of Improper Claims
To protect both parties, we may check product models, batches, identifying marks, accessories, dispatch records and the condition of returned goods.
Where objective evidence indicates that a returned item is not the item supplied, a product has been substituted, or information provided is materially false, we may request further information and temporarily hold the disputed portion of a claim while conducting reasonable checks. We will explain the concern and next steps and will not leave a claim unresolved indefinitely based on suspicion alone.
We do not issue duplicate refunds for the same loss. Please inform us if a refund has already been received through a bank, payment provider or marketplace.
If a claim is declined, we will provide the reason and a contact point for reconsideration. This policy does not restrict your right to raise a complaint with relevant authorities, payment providers or statutory dispute-resolution bodies.
7. Shopee Orders
For purchases made through Shopee, please submit your request through the return/refund function within the relevant order and follow the platform’s process and applicable terms. This website policy does not replace platform rules or applicable law.
8. Contact and Return Address
Company: PRIMAL TREE ENERGETIC SUPPLIES SDN. BHD.
Email: [email protected]
WhatsApp / Telephone: 0167839200 / 0197079200
Return address: NO98. Jalan Sultanah 83000 Batu Pahat Johor
Customer service hours: 10:00am - 5:30PM
Please confirm the return address before shipping. It may differ from our showroom or general correspondence address.