Terms & Conditions, Shipping Policy, Returns & Privacy Policy
GENERAL
By registering or shopping on our website, you agree to provide accurate, current, and
complete information
You may update your details online or by contacting us via customers@prem.com.my.
For your security, please keep your account password confidential and unique.
If you suspect any unauthorized access, inform us immediately at +6014-2334359 or
customers@prem.com.my.
To place an order, you must be at least 18 years old and hold a valid debit or credit card
accepted by us.
ORDERS
All orders are subject to acceptance and product availability.
Items in your cart are not reserved until payment is completed.
We reserve the right to cancel or refuse any order if payment authorization fails, product is
unavailable, or for other reasonable causes.
PAYMENT
We accept Visa, MasterCard, debit/credit cards, FPX, and other online payment methods for
both Malaysian and international customers.
We take reasonable precautions to protect your payment information.
Except in cases of negligence, we are not responsible for any loss due to unauthorized access
during online transactions.
VOUCHERS
All vouchers or discount codes are non-transferable, non-refundable, and cannot be combined
with other promotions.
They must be redeemed before their stated expiry date.
PRE-ORDER TERMS & CONDITIONS
Full payment is required at the time of order.
Pre-order items will be shipped within 8–15 working days after payment confirmation.
Orders are processed sequentially.
Cancellations or exchanges are not allowed unless the item received is defective.
If your order includes both ready-stock and pre-order items, the parcel will be shipped together
once all items are ready.
SHIPPING POLICY
All orders are shipped via DHL Express for both local and international deliveries.
Delivery Time:
- Ready-stock orders: 3–7 working days within Malaysia.
- Pre-orders: 8–15 working days after payment confirmation.
- International orders: 2–4 weeks depending on destination and customs.
Normal Shipping:
Orders placed after 12 PM will be processed the next business day (excluding
weekends/public holidays).
Tracking details will be sent via email once the order is shipped.
International Shipping:
Customs duties, taxes, and related fees are the customer’s responsibility.
We are not liable for customs delays or additional charges.
Once a parcel is handed to DHL Express, it becomes the courier’s responsibility.
Unclaimed parcels are non-refundable and reshipping costs are borne by the customer.
Please record a clear unboxing video; claims without video proof will not be accepted.
RETURN & EXCHANGE POLICY
Returns are accepted within 7 days of receiving the item.
Returned items must be unused, unwashed, and in original packaging with tags intact.
Non-returnable items include sale items, opened incense or fragrances, and items damaged
by mishandling.
Contact +6014-2334359 or customers@prem.com.my before returning any item
Refunds are processed after inspection. A 100% refund will be issued if in perfect condition.
Faulty or wrongly delivered items are eligible for replacement or full refund.
PRIVACY POLICY
We collect personal information (name, address, phone, email, purchase history) to process
and deliver orders,
provide updates, share promotions, and improve service quality.
Information may be shared with DHL Express for delivery purposes.
By registering, you agree to receive marketing emails or messages, which you may
unsubscribe from anytime.
All financial data is kept strictly confidential and never shared without consent.
We apply strong security measures to protect your data, but cannot guarantee complete safety
of internet transmissions.
CONTACT US
Prem Premium Incense by Shanjana (M) Sdn Bhd
Email: customers@prem.com.my
WhatsApp: +6014-2334359
Website: www.prem.com.my