Refund policy

Returns

We regret to inform you that Urstore Sdn Bhd does not accept returns of products due to hygiene reasons. All products purchased from this site are non-refundable.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

To file a claim for damage or incorrect item received, kindly adhere to the following requirements:

  • Provide a photo of the AWB/Tracking number.
  • Include photos of the outer carton/plastic flyers.
  • Submit a photo of the inner item in its proper placement.
  • Please send an email with above images to contactus@nproclub.com.my.

Exceptions / non-returnable items

Due to hygiene reasons, ALL ITEMS once purchased and delivered are NON-REFUNDABLE and NON-EXCHANGEABLE. Only incorrect or faulty items can be considered for exchange. Please get in touch if you have questions or concerns about your specific item.

Exchanges

Please contact us via our Contact Us page if you find any INCORRECT or FAULTY products among delivered items within 1 - 2 days of receiving your parcel. 
Be sure to include your order number, product details and a photo of the item in question in your query. 
Please do not discard the incorrect or faulty product as it will be collected from one of our couriers.

Eligibility for Exchanges

Exchanges are allowed within 2 working days after the item is received if the product delivered is incorrect or damaged. To be eligible for exchange, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.

Exchange Process

To request an exchange for products purchased through this site, please follow the steps below:

  1. Email your exchange request to contactus@nproclub.com.my.
  2. We will reply to your request within 1 working day and provide further instructions.
  3. Please note that all requests for exchange must be pre-authorized before the product is returned.
  4. Be sure to include your order number, product details and a photo of the item in question in your query. 
  5. In the case of incorrect item, exchanges will only be accepted for full, unopened packs or cans, within 2 days after the item is received.

* Please do not discard the incorrect or faulty product as it will be collected from one of our couriers. 

Exchanges for Retail Store Purchases

Please note that Nestle Professional products purchased from a retail store or other e-commerce platforms cannot be exchanged through this site. Kindly contact the respective retail store for their exchange policy.


Refunds

In the event of any duplicate transaction, transaction error, or fraudulent transaction

Amendments and changes to order

Unfortunately, you will be UNABLE to make changes such as adding a promo code, removing/adding an item, or cancelling an order once payment has been made. Once an order is processed, the items in the order cannot be changed.

You may, however, get in touch with us if you need to change your delivery address provided the items have not been shipped out yet. However, once an order has shipped, we are unable to intercept it or change any delivery details.