After-Sales Support

Returns and refunds by market.

UPLIV after-sales rules depend on the country where the order was placed. Please contact the correct support channel before sending anything back.

Thailand Returns

Window

7-day return request

Customers may request a return and refund within 7 days from the date they receive the product.

Condition

Unused and unopened

  • The product has not been used.
  • The packaging is complete and unopened.
  • The product and any gifts/free items are complete and remain suitable for resale.

Refund

15 business days

After the returned item is received and confirmed to meet the return conditions, refunds are processed within 15 business days. Bank or payment-provider timing may vary.

Thailand Return Shipping Fee

For returns requested due to personal reasons or change of mind, the return shipping fee is paid by the customer.

Malaysia Refund Process

Important

Contact support first

For Malaysia health supplement orders, please contact UPLIV Malaysia support before returning any item. Do not send products back unless support confirms the next step.

Review

1 business day review

After a buyer submits a request, the support team will review the case within 1 business day and confirm whether it is approved, rejected, or requires another after-sales solution.

Timing

Malaysia request window

  • Non-mall item request window: 6 days from receipt.
  • Mall item request window: 15 days from receipt.
  • If a return shipment is specifically requested by support, it should be sent within 10 calendar days.

Malaysia Refund Confirmation

When a Malaysia case is eligible for refund, the confirmation timing depends on the route used:

  • Platform pick-up route: refund confirmation within 1 business day after receiving the item.
  • Self-return route: refund confirmation within 14 calendar days after receiving the item.
  • If required actions are not completed within the applicable review window, the platform process may automatically approve the refund to the buyer.

Order Issue Photos

For damaged, incorrect or incomplete orders, include clear photos of the product, outer packaging and shipping label when contacting support.