How Can We Help You?

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General

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Membership

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Shipping & Delivery

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Return & Exhange

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Payments

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Refunds

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Price Match Policy

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E-Invoice

Q1: How do I update my details?

Click into “Account” and update your profile

Or

Walk into your nearest Alpro Pharmacy outlet

Q2: Are there any data protection measures for my personal information submitted online?

Yes. All personal data submitted are kept highly confidential and secured.

Q3: What to do if I spotted potential scam?

Potential Scam – Be aware of scam competitions implicating Alpro Pharmacy

Alpro Pharmacy has received a number of reports about potential scams, including through mobile phones (via SMS) and online competitions (including through Facebook) and via email.

Alpro Pharmacy is not affiliated with, and has not authorised these sorts of competitions which are not published in official website or social media platform as follows:-

  • Alpro Pharmacy upcoming event & promotion webpage; or
  • Alpro Pharmacy official facebook /instagram; or
  • Alpro One Click official facebook/instagram.

If you suspect the communication is a scam, we recommend that you ignore the correspondence, let us know and also report it to Sebenarnya.my https://sebenarnya.my/salur/.

If you are not sure of the authenticity of any communication, please contact the Alpro Pharmacy Customer Care Team .

Customer Care

Q1: How do I register as an Alpro Lifetime Member?

Walk into your nearest Alpro Pharmacy outlet and register as Alpro Lifetime Member with just RM10.
You can also click “here

Q2: What are the benefits I get as an Alpro Lifetime Member?
  • Get rewarded with every purchase*. RM1 = 1 point.
  • Redeem points for cash 2000 points = RM10 to be used in store or online
  • Get rewarded with double points on your birthday (offline only)
  • Get 150pt when register online.
  • Enjoy the “Pay 10 get 30” scheme. For new member,
  • Get RM10 Alpro E-Store Voucher
  • Get RM10 cash rebate on selected health screening
  • Get RM10 worth of points (2000 points)
  • Exclusive discounts, newsletters and news update for member
  • Special rebates or deals from local merchant partners
  • Get update on monthly benefits

*Points are rewarded on all qualifying merchandise purchases except certain milk formula adult diapers and oncology medications.

Find out More

Q3: What to do if I spotted potential scam?

Click into “Account” and review. Remember to redeem your points online or in-store every end of the year.

Q4: How do I earn points?

Get rewarded with every purchase. Enjoy extra points on special events such as member’s day sales

Q5: How do I know my monthly benefit?

You could refer to Your Lifetime Loyalty under Monthly Member Activities for more promotion & excitement event of the month.

Click here to know more

Q1: Are there any data protection measures for my personal information submitted online?

Yes. All personal data submitted are kept highly confidential and secured.

Q2: Is the delivery charges a flat rate for all products?

No. This delivery charges may change according to the weight of the product, and delivery destination. You may check the actual delivery rate upon check out page. Any weight more than 5kg, there will be extra charges according to the weight tier.

Alpro Pharmacy reserved the right to requests extra courier charges on International route based on actual weight, custom clearance and tax incurred which are varies from time to time.

Q3: What is the prohibited item to deliver?

All items selling at Alpro Pharmacy are 100% Genuine and Medication Safety which is safe to delivery to your destination.

Firmly, we make sure that the sale of all items complies with all laws and regulations.

LIST OF PROHIBITED AND RESTRICTED ITEMS

  • Animal and wildlife products (including, without limitation, wild animals);
  • Artifacts and antiquities;
  • Used cosmetics;
  • Counterfeit currency and stamps;
  • Credit and debit cards; Currency or credits including, without limitation, digital currency or credits, and stored value cards;
  • Drugs, prescription-only medicines, pharmacy-only medicines, drug-like substances and associated paraphernalia. For more information, please click https://www.pharmacy.gov.my/v2/en/apps/iklan
  • Embargoed goods;
  • Firearms, weapons such as pepper spray, replicas, and stun guns, etc.;
  • Government or Police related items such as badges, insignia or uniforms
  • Human parts or remains
  • Lock-picking devices
  • Lottery tickets
  • Prohibited Food: For the safety of our community, we may not list any food items hazardous to human health.
  • Pesticides
  • Potentially infringing items: Items including but not limited to replicas, counterfeit items, and unauthorized copies of a product or item which may be in violation of certain copyrights, trademarks, or other intellectual property rights of third parties.
  • Services: Unless expressly allowed by Alpro Pharmacy, the provision of services, including but not limited to services that are sexual, illegal in nature or in violation of the Terms of Service, are prohibited on this platform.
  • Slot machines
  • Recalled items
  • Shares, stock, other securities and stamps
  • Tobacco or tobacco-related products, including without limitation electric cigarettes/e-juices that contain nicotine;
  • Obscene, seditious or treasonous materials
  • Products that (a) relate to campaigns, elections, political issues, or issues of public debate, (b) advocate for or against, or attack a politician or political party, or (c) promote or encourage any form of hate, crime, prejudice, rebellion or violence;
  • Publications, books, films, videos and/or video games that do not comply with applicable laws in the country of sale and/or delivery
  • Stolen goods
  • Mislabelled goods
  • Telecommunication equipment that has not been registered with the Malaysian Communications and Multimedia Commission (MCMC), and electronic surveillance equipment and other similar electronic equipment such as cable TV, de-scramblers, radar scanners, traffic signal control devices, wiretapping devices and telephone bugging devices;
  • Any other items that are, or that contain components that are (i) illegal or restricted in the jurisdiction of Alpro Pharmacy or which otherwise encourage illegal or restricted activities, or (ii) determined by any governmental or regulatory authority to pose a potential health or safety risk.

If you have more questions, you can contact us at customercare@alpropharmay.com.

Q4: Could I deliver to outside Malaysia, abroad?

Yes. We have international delivery route to countries listed below:-

  • Singapore
  • Indonesia
  • Brunei
  • Hong Kong

We will revise the delivery rate without prior notice based on different delivery destination & courier services, hence you may check the actual delivery rate upon check out page.

Alpro Pharmacy reserved the right to requests extra courier charges on International route based on actual weight, custom clearance and tax incurred which are varies from time to time.

Q5: What are the dangerous or prohibited items shipment?

All items selling at Alpro Pharmacy are 100% Genuine and Medication Safety which is safe to delivery to your destination.

If you would like to find out more details about Dangerous Goods or prohibited items for our Supported Logistics, please check out the respective links below.

Q6: What are the delivery restriction to Singapore?

This guide aims to help you better understand which items are considered asProhibited, Restricted, Normal Goods and therefore cannot be shipped via air cargo or air mail transportation.

When shipping your parcel, it is important to take note of the nature of your products.

If you have more questions, you can contact us at customercare@alpropharmay.com .

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Q7: What are the delivery restriction to Brunei?

This guide aims to help you better understand which items are considered asProhibited, Restricted, Normal Goods and therefore cannot be shipped via air cargo or air mail transportation.

When shipping your parcel, it is important to take note of the nature of your products.

If you have more questions, you can contact us at customercare@alpropharmay.com .

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Q8: What are the delivery restriction to Hong Kong?

This guide aims to help you better understand which items are considered asProhibited, Restricted, Normal Goods and therefore cannot be shipped via air cargo or air mail transportation.

When shipping your parcel, it is important to take note of the nature of your products.

If you have more questions, you can contact us at customercare@alpropharmay.com .

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Q1: Can I return the items I bought online or in-store

Kindly refer to our “Privacy Policy

Q1: Are there any data protection measures for my personal information submitted online?

Yes. All personal data submitted are kept highly confidential and secured.

Q1: How can I get my refund after returned items?

Kindly refer to our “Privacy Policy

Q1: What is the details of Price Match Policy?

Kindly refer to our “Price Match Policy”.

Q2: Does Price Match involve all the products available in Alpro Pharmacy?

No. Only selected items with ‘Guarantee Lowest Price’ logo will be involved in the Price Match request. The item lists are subject to change.

Q3: Can I price match the similar item with the different packaging/model/flavour?

Sorry, we only match for the identical item, in terms of size, model, quantity, brand, colour, flavour.

Q4: Is that any specific period to request for a price match?

Yes. The Price match period must be done within 7 calendar days from the date of purchase from Alpro Pharmacy with receipt. The claim must be submitted within 30 calendar days from the date of purchase from Alpro Pharmacy.

Q5: Can I request a price match claim from any of Alpro Pharmacy’s outlets?

No, customers are only allowed to request the Price Match claim at the same Alpro Pharmacy outlet where the item is purchased.

Q6: Can I request a price match claim for all the quantities that I purchased?

We will honour the price match according to the quantities stated in both receipts from Alpro Pharmacy and the list of physical retailers in Appendix B, whichever quantity is lower.

Q7: What is considered a retail competitor when requesting a price match?

Price match policy applicable for the items sold and fulfilled by the list of physical retailers in Appendix B only.

Q8: Do you price match for the products which are bought from the online platform?

No. We only price match for the products which are purchased from the physical stores.

Q9: What should I bring along when requesting a price match claim?

a. The Receipt/Invoice from the Alpro Pharmacy and retailer, which is completed with the Retailer’s name, Item description, Item packaging, quantity and price and date of purchase. Only original copies of computer-generated point of sale receipts will be accepted.
b. The products bought from the Alpro Pharmacy and retailer.
c. Alpro’s member card.

Q10: How did I get back the price differences after the successful price match?

All approved price matches would be compensated through Alpro Member Point. The points would be credited into your membership after verification.

Q11: How long would it take to verify the price match?

It would take up to 30-45 working days to process the price match request. You will receive a notification from Alpro’s customer service via Email/Whatsapp once the process is done.

Appendix B
  • Watsons Pharmacy
  • Guardian Pharmacy
  • Big Pharmacy
  • Caring Pharmacy
  • Health Lane Pharmacy
  • Multicare Pharmacy
  • Aeon Department Store
  • Lotus’s Hypermarket
Q1: What is e-invoicing in Malaysia?

An e-invoice is a digital record of a transactional exchange between a seller (supplier) and a purchaser (buyer), which goes through the government portal in real time for validation and recordkeeping.

Q2: Is e-Invoicing in Malaysia mandatory for all industries?

E-invoicing is mandatory for businesses across all sizes and industries. However, to facilitate a smoother transition, it’s being rolled out gradually in phases, based upon the turnover of each business.

Q3: Is e-invoice applicable only to domestic transactions in Malaysia?

No, e-invoice applies to both domestic and international transactions.

Q4: When will e-invoicing start on the Oneclick platform?

E-Invoicing will be implemented in phases, with Alpro Oneclick starting this process on August 1, 2024.