FAQ - After Sales Service – Real Power (MY)

My order status shows “Shipped.” Can I still cancel it?

If your order status is “Shipped” and you wish to cancel it, please contact our WhatsApp Customer Service or email.

If member points or store credit were earned from the canceled order, those will be deducted.
If any of the points or store credit have already been redeemed, Real Power reserves the right to request reimbursement equivalent to the amount used, based on the product's original retail price or the amount of redeemed credit.

How to request a return?

To request a return, please contact our WhatsApp Customer Service or email.
Once we receive and inspect your return, we’ll notify you of the approval status. If approved, your refund will either be processed back to your original payment method or as store credits. Store credits credited as a refund will not have the expiry date.

Real Power offers a 7-day appreciation period (starting from the day after delivery). You may apply for a return within this period.

⚠️ Due to regulations and food safety, returns cannot be accepted if:

Over 7 days have passed
Items are opened
Main product, gifts, or redeemed items are incomplete

⚠️ If the returned item or quantity does not match the return request, it may affect your eligibility. If additional shipping is required, the buyer must either cover the shipping fee or send the item back at their own expense.

*Important Return Notes

- Bundled products (e.g. promotional sets, first-time free shipping kits) must be returned as a complete set (including gifts, credits, and coupons). Partial returns are not accepted.
- For “Buy More, Save More” discounts (e.g. multi-pack dog food promotions), unopened items may be returned within the 7-day period. However:
  - If the retained items no longer meet the promo threshold, pricing will revert to original price
  - If the promotion has ended or related credits/coupons have expired, regular prices apply
  - If free shipping threshold is no longer met, additional shipping fee will be deducted from the refund
  - If gift-with-purchase threshold is no longer met, unused gifts must be returned. Any awarded credits or points will also be revoked
- Excessive returns may affect your future eligibility to place orders.

When will I receive my refund after cancellation/return?

We will process the refund 2-3 business days after we receive the return and confirm it’s correct.

Posting time varies by each card’s billing cycle. Card refund can take between 14 to 30 business days to appear on your card statement or balance. Please check with your bank for the exact date.

⚠️ If you cancel an order and do not provide refund account info, and fail to respond after being contacted by customer service, the refund will be issued as store credit to your account and a receipt will be issued.

Store credit does not expire.
If the order was not shipped, any used coupons or credits will be automatically returned to your account upon cancellation.

How to request an exchange?

Real Power provides a 7-day appreciation period from the date of delivery for eligible exchanges.
If your package arrives with issues (e.g., damaged box, incorrect item, broken packaging), please contact our WhatsApp Customer Service or email and provide photos and your order number.
We will assist you as soon as possible.

⚠️ Exchanges are only accepted for the same product. Exchanges for different items are not supported.

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