Refund Policy

Last Updated: November 2025

1. Scope

This refund and return policy applies to purchases of Enagic® products made through Kangen Wellness Hub (“we”, “us”, “our”) in Malaysia, acting under the Enagic Malaysia authorised distributor network.
Products include: Kangen Water® machines, Anespa® spa systems, Ukon® supplements and emGuarde® devices (as applicable).
This policy is subject to the provisions of the Enagic Malaysia “Return & Refund Policy.” enagic-my.com+2enagic-my.com+2

2. Cooling-Off Period

Within ten (10) working days from the date of purchase, you are entitled to cancel the transaction and receive a full refund, provided the product has not yet been delivered or released by Enagic Malaysia. enagic-my.com+1
To initiate cancellation, you must email Enagic Malaysia at malaysia-sales@enagic.com (or such official email) with subject “Request Cancellation”, including purchaser name and order date. enagic-my.com
If the product has been delivered or released within that 10-day period, the cooling-off right is waived. enagic-my.com

3. Extended Return Window

If you wish to return a product for any reason within 180 days (one hundred eighty) from date of purchase, Enagic Malaysia may approve a refund of up to 90% of the total amount paid, excluding shipping/ delivery fees. enagic-my.com+1
Return requests must be submitted by email within the 180-day window and product must be received back by Enagic Malaysia within the same period after instructions. enagic-my.com

4. Condition of Product for Return

Only new, unused items in their original packaging, with all warranty cards, manuals and accessories, are eligible for return. “Unused” means no indication of use such as removal of protective seals, scratches, marks, or water run-through for machines. enagic-my.com+1
Shipping/return freight charges are the purchaser’s responsibility; these costs are non-refundable. enagic-my.com
Items damaged, modified, used or with missing parts/accessories will not be eligible for full refund. Enagic Malaysia reserves right of final decision. enagic-my.com

5. Distributor Agreement and Commissions

For retail customers purchasing machines, if a refund results in commission/bonuses previously paid to the upline/sponsor, those amounts must be repaid before the refund can be processed. enagic-my.com+1
Distributor or user returning product cannot re-activate or re-conclude a distributor agreement for at least six (6) months after termination. enagic-my.com

6. Exclusions & Limitations

Products purchased from unauthorised third-party online platforms (e.g., marketplaces, “grey” sellers) may not be eligible for warranty or refund under Enagic Malaysia policy. enagic-my.com+1
The policy does not cover damage caused by misuse, neglect, normal wear, or unauthorised modifications.
Refunds may be processed only after Enagic Malaysia verifies the conditions and approves them.

7. Process to Request Refund or Return

Contact us at Kangen Wellness Hub to advise of your intention and we will assist with initiating the request.
You and we will coordinate with Enagic Malaysia via email (e.g., malaysia-sales@enagic.com) providing necessary details: purchaser name, order date, product model, reason for return.
Await approval instructions from Enagic Malaysia for return shipment — do not ship product until authorised.
Once Enagic receives and inspects the product and all conditions are met, the refund will be processed (subject to applicable deduction, e.g., up to 90% refund in 180-day window).
Refund will be made via bank transfer or other approved method; shipping fees are not refunded.

8. Contact for Refund Inquiries

For any questions about this policy, please contact us:
📧 thekangenwellnesshub@gmail.com
📞 Malaysia: +60 16-921 7971
🌐 www.kangenwellnesshub.com