Refund policy

Last updated: 12 November 2026.

This policy explains what to do if something is wrong with your order from uro360my.com, and how returns and refunds work. It sits alongside our Terms of Service and does not affect your rights under the Consumer Protection Act 1999.

1. Damaged, defective, wrong or missing items

Please check your parcel as soon as it arrives. If an item is damaged, defective, past its expiry date, not what you ordered, or missing, contact us within 7 days of delivery at info@uro360my.com or on WhatsApp at 014-286 2234, with:

  • your order number, or the name and phone number used for the order;
  • photos of the outer parcel, the product and its packaging that show the problem.

We will replace the item or refund it in full, at no cost to you. If we need the item back, we will tell you how to return it and we will pay the return shipping.

2. Unopened items (change of mind)

Our products are health products taken by mouth, so for hygiene and safety reasons we cannot take back items that have been opened or used, or whose seal is broken. If you change your mind about an item that is unopened and still in its original sealed packaging, contact us within 7 days of delivery before you send anything. You return it at your own cost, and once we have received and checked it, we refund the price of the item (the delivery fee is not refunded).

3. Cancelling an order

You can cancel an order free of charge at any time before it ships: message us on WhatsApp or email us. If you have already paid, we refund you in full. Once your order has shipped, section 2 applies.

4. How refunds are paid

We refund to the original payment method, or by bank transfer to an account in your name, within 14 days of approving the refund (or of receiving the returned item, where we asked for it back).

5. What we cannot accept back

  • opened, used or unsealed products, unless they arrived damaged, defective or wrong;
  • items sent back without contacting us first;
  • products bought from a pharmacy or another stockist (see section 6).

6. Bought from a pharmacy or stockist

This policy covers orders placed with us on uro360my.com only. If you bought from a pharmacy or another stockist, that shop's own return and refund policy applies: please contact the shop where you bought it.

7. Contact us

CTG4U GenWell Sdn Bhd (Registration No. 202201021005 (1466702-M))
58, Jalan Setia Utama U13/39E, Setia Alam Seksyen U13, 40170 Shah Alam, Selangor, Malaysia
Email: info@uro360my.com
WhatsApp: 014-286 2234