FAQ
Pre-Sale Questions
When you pruchase iCare HOME2 tonometer, it comes with a one-year manufacturer warranty.
No. To buy or rent the iCare Home 2, you do not need a prescription.
But we do require a support document proven of glaucoma from your doctor in order to receive the special patient discount rate.
Yes, iCare Tonometer requires no ruitine servicing or calibration except the regular change of battery and little cleaning and care of the device. The training will be provided.
Purchasing An iCare Home 2
The delivery period for a purchased items is 2 weeks upon order subject to prior sales, otherwise 6-8 weeks waiting time.
We use GDEX Berhad.
Delivery Cost is as below:
- Product below RM1000. Standard delivery fee applied based on weight during checkout.
- iCare Home2 Device. Due to the high-value nature of the product, a premium delivery cost applies to ensure its safe and secure arrival.
- West Malaysia: RM200 (inclusive of insurance)
- East Malaysia: RM300 (inclusive of insurance)
When you pruchase iCare HOME2 tonometer, it comes with a one-year manufacturer warranty.
We do not allow return or refund for medical devices due to hygiene and safety regulations.
We understand the importance of a perfect fit for your medical needs. While we cannot offer refunds , we do accept returns and offer replacements in the following situations:
- Damaged Products: If your device arrives damaged in transit, please contact us within 3 days of receiving your order. We’ll investigate and if found item damaged during delivery, we’ll arrange for a replacement.
- Incorrect Item Received: If you receive an incorrect item, please contact us immediately. We’ll verify the mistake and arrange for the correct item to be shipped to you as soon as possible. You can return the incorrect item at our expense.
Here’s how to initiate a return:
- Contact Customer Support: Reach out to our customer support team within 3 days of receiving your order. You can do this by emailing us @ [email protected] with your order number, calling us at 03-9274 3328.
- Explain the Issue: Clearly explain why you’re returning the item (damaged or incorrect). For damaged items, please include photos showing the damaged package/ box and products.
- Return Instructions: Our team will provide you with detailed instructions on how to return the product, including the return address and any necessary paperwork.
Additional Information:
- We reserve the right to deny returns that do not meet our policy guidelines.
- For any questions about returns or replacements, please don’t hesitate to contact our customer support team.
By following these steps, we aim to ensure a smooth and hassle-free experience for any returns you may need to initiate.
Renting An ICare Home 2
For rental of iCare Home 2, we only allow collection directly from office. We do not ship out rented device.
Yes, we collect a deposit of RM3000.
This is a returnable deposit after product is returned and being received in good condition. We will inspect within 7 working days, and refund will be prrocessed within 10 working days.
Shipping & Delivery
We offer two convenient delivery options for your eyecare needs in Malaysia:
- Pickup at Our Office: You can choose to pick up your order directly from our office during office hours. This option allows you to save on delivery costs and receive your product right away.
- Delivery by Trusted Courier: For most orders, we partner with reliable third-party couriers to ensure fast and secure delivery directly to your address. We work with GDEX Berhad to deliver purchased items to you.
Whichever option you choose, you’ll be informed throughout the process.
- Delivery Tracking: For courier deliveries, you’ll receive a tracking number upon shipment, allowing you to monitor your package’s progress in real-time.
- Pickup Notification: If you choose the pickup option, we’ll send you a confirmation email with instructions once your order is ready for collection.
We strive to provide you with flexible and reliable delivery options to get your eyecare products to you quickly and safely.
Absolutely! We offer a convenient pickup option for your device at our office located at KL headquarter.
Pickup Instructions:
- Place Your Order: Complete your order online and select the “Pickup” option at checkout.
- Order Confirmation & Pickup Notification: Once your order is ready for collection, we’ll send you a confirmation email with instructions.
- Pickup During Office Hours: Bring a copy of your order confirmation email and a valid ID when you visit our office to pick up your product.
Office Location & Hours:
- Pickup Address: 38, Jalan Perdana 10/12, Pandan Perdana, 55300 Kuala Lumpur, Malaysia.
- Office Hours: Monday-Friday, 9:00 AM – 5:00 PM
Additional Information:
For any questions regarding product pickup, please contact our customer support team at +603-9274 3328 or [email protected].
We aim to provide you with flexible options to receive your product.
Absolutely! We offer convenient delivery directly to your address within Malaysia. We use GDEX Berhad.
Delivery Options:
- Product below RM1000. Standard delivery fee applied based on weight during checkout.
- iCare Home2 Device. Due to the high-value nature of the product, a premium delivery cost applies to ensure its safe and secure arrival.
- West Malaysia: RM200 (inclusive of insurance)
- East Malaysia: RM300 (inclusive of insurance)
We understand the worry about lost packages. While unforeseen circumstances can rarely occur during shipping, we offer a guarantee to ensure your satisfaction:
- Track Your Package: We provide a tracking number for every order, allowing you to monitor your package’s progress in real-time.
- Report Missing Packages: If your package is marked as delivered but you haven’t received it, please contact us within 3 days of the expected delivery date.
- Lost Package Investigation: We’ll work directly with the courier company to investigate the issue and locate your package.
- Replacement or Refund: If the package cannot be located, we’ll offer you a replacement product (if available) or a full refund for your order.
If your device arrives damaged in transit, please contact us within 3 days of receiving your order. We’ll investigate and if found item damaged during delivery, we’ll arrange for a replacement.
Here’s how to initiate the damaged replacement.
- Contact Customer Support: Reach out to our customer support team within 3 days of receiving your order. You can do this by emailing us @ [email protected] with your order number, calling us at 03-9274 3328.
- Explain the Issue: Please include photos clearly showing the damaged package and product.
- Return Instructions: Our team will provide you with detailed instructions on how to return the product, including the return address and any necessary paperwork.
Additional Information:
- We reserve the right to deny returns that do not meet our policy guidelines.
- For any questions about returns or replacements, please don’t hesitate to contact our customer support team.
Returns & Refunds
We do not allow return or refund for medical devices due to hygiene and safety regulations.
We understand the importance of a perfect fit for your medical needs. While we cannot offer refunds , we do accept returns and offer replacements in the following situations:
- Damaged Products: If your device arrives damaged in transit, please contact us within 3 days of receiving your order. We’ll investigate and if found item damaged during delivery, we’ll arrange for a replacement.
- Incorrect Item Received: If you receive an incorrect item, please contact us immediately. We’ll verify the mistake and arrange for the correct item to be shipped to you as soon as possible. You can return the incorrect item at our expense.
Here’s how to initiate a return:
- Contact Customer Support: Reach out to our customer support team within 3 days of receiving your order. You can do this by emailing us @ [email protected] with your order number, calling us at 03-9274 3328.
- Explain the Issue: Clearly explain why you’re returning the item (damaged or incorrect). For damaged items, please include photos showing the damaged package/ box and products.
- Return Instructions: Our team will provide you with detailed instructions on how to return the product, including the return address and any necessary paperwork.
Additional Information:
- We reserve the right to deny returns that do not meet our policy guidelines.
- For any questions about returns or replacements, please don’t hesitate to contact our customer support team.
By following these steps, we aim to ensure a smooth and hassle-free experience for any returns you may need to initiate.
At eyecarehome.my, we strive to ensure you receive the correct products you ordered. While we generally don’t offer refunds due to hygiene and safety regulations for medical devices, we understand that mistakes can happen.
Here’s when you can request a refund:
- Duplicate Transaction: If your account is accidentally charged twice for the same order, we will gladly process a full refund for the duplicate transaction.
- Transaction Error: If there was an error processing your payment (e.g., technical issue), we will issue a full refund to your original payment method.
How to Request a Refund:
- Contact Customer Support: If you believe you qualify for a refund due to a duplicate transaction or processing error, please contact our customer support team within 7 days of your order. You can reach us by replying to your order confirmation email, call us, or contacting us through our website chat.
- Explain the Issue: Clearly explain the reason for your refund request, including any relevant details (e.g., order number, error message).
- Verification and Processing: Our team will investigate your claim and verify the information. If your request is approved, we will process your refund within 30 business days.
Additional Information:
- We reserve the right to deny refund requests that do not meet our policy guidelines.
- For any questions about returns or replacements, please don’t hesitate to contact our customer support team.