Our doctors are available for consultations during the following hours:

Weekdays: 9:00 AM – 9:00 PM

You must be 18 years old or above to use this service. If you are under 18, please speak to a parent, guardian, or healthcare professional for support.

Please book a weight loss consultation with our doctors with the link in your email within 30 days of being charged. Once you attend the consultation, our doctors will indicate it in the system and we will refund the charge.

The first step is to complete a quick, online medical evaluation. This is to give the Doctor background on your medical history, lifestyle and allergies in order to recommend the right treatment plan for you.

Next, book an online consultation with one of our Doctors. This is required by law During this call you can ask the Doctor questions and discuss treatment options.

Once the call is over, we will charge you for your treatment plan. It will be delivered discreetly to your door.

No. If the Doctor deems you are unsuitable for a prescription treatment a plan won't be created for you. In this case we will recommend our clinically-proven non-prescription options which are backed by decades of independent researched.

Our Doctors uphold the highest level of standards for medicine and prescriptions.

Not always. A consultation is required:

• Before your first order, a Doctor can confirm the treatment is right for you.
• When your prescription is due for renewal, or if a Doctor needs to review any changes in your health or medication.

If neither applies, your subsequent orders within your active subscription are processed without a new consultation. You'll always be notified in advance if an upcoming order requires one, so it's never a surprise.

Before booking, you'll complete a short online medical evaluation covering your medical history, lifestyle, and allergies. This gives your Doctor the background they need to recommend the right treatment plan for you.

Next, you'll book an online consultation with one of our Doctors. This is required by law. During the call, you can ask questions and discuss treatment options with your Doctor before deciding how you'd like to proceed, they may also ask you follow-up questions based on your evaluation.

Once the call is complete and your treatment is approved, we'll send it directly to your door in discreet packaging.

A little prep goes a long way in making your consultation quick and smooth:

• Find a quiet, private space. Your consultation is a real conversation with a licensed Doctor, so somewhere you can talk freely and hear clearly helps.
• Have your questions ready. This is your chance to discuss symptoms, treatment options, and any concerns directly with your Doctor. It helps to jot these down beforehand so you don't forget anything on the call.

If you forgot your password, follow the steps as below-

1. Click "Forgot password" on the Login page

2. Enter your email and we’ll send you a link to reset your password.

3. Click on the "Reset Password" option in the email and you will be directed to andSons wesbsite to reset your password

4. Once done, click the "Submit" button and you will be redirected to the main page once your password has been successfully reset.

Your next renewal date is always visible in your Account Dashboard. We'll also email you 10 days before every renewal so you have time to review your subscription.

Yes. To keep your treatment uninterrupted, your subscription renews and charges automatically on your renewal date.

You can't skip a renewal outright, but you can push back your renewal date instead. From your Account Dashboard, you can move your next renewal date forward by up to 2 months from today.

For example, if you change your renewal date on 15 January, the furthest you can move it to is 15 March. Once that new date arrives, you can log back in and push it forward by up to 2 months once more, so you can keep extending it in stages if needed, rather than in one single jump.

You can shift your renewal date from your Account Dashboard under Subscription settings. From your Account Dashboard, you can move your next renewal date forward by up to 2 months from today.

Go to Account Dashboard → Subscription → Cancel subscription. Cancellation takes effect immediately for future renewals. You won't be charged again.

Cancelling stops future charges but does not refund your most recent renewal, as that order has already been processed.

Any order already approved and in progress will still be delivered. Cancellation only affects future renewals.

After cancelling, you can repurchase the same product at any time. This creates a new subscription, rather than reactivating your old one.

However, if your previous prescription is no longer valid, you'll need to complete a new consultation before your first order on the new subscription can be approved, as part of our standard clinical safety requirement.

We currently deliver most medications across Peninsular Malaysia and East Malaysia.

However, weight loss injectable medications are only available for delivery within Peninsular Malaysia due to their temperature-sensitive nature and the requirement for cold chain management.

Delivery is FREE and will be delivered directly to your door in discreet packaging. Please ensure you will be home to receive the parcel, or anyone to receive it on your behalf.

You may include special delivery instructions in the shipping note at check-out. Please note that we are not responsible for any loss or damage to the parcel. We will also not be able to change the delivery address once the order is approved.

Should the first attempt of the delivery be unsuccessful, we will contact you for re-delivery.

For most orders approved by 9AM, you could expect the following delivery times:

• Within Klang Valley - within 1 business day.
• Outside of Klang Valley, in Peninsular Malaysia - within 3 business days.
• East Malaysia - within 5-7 business days.

As weight loss injectable medications are temperature-sensitive, these products require cold chain management and will be hand-delivered to ensure its integrity. As such, the delivery times for this product differs slightly. For orders approved by 1PM, you could expect the following delivery times:

• Within Klang Valley - next 2 business days
• Outside of Klang Valley, in Peninsular Malaysia - within 3 business days.

Kindly be advised that public holidays may result in an additional day for delivery.

Please book a weight loss consultation with our doctors with the link in your email within 30 days of being charged. Once you attend the consultation, our doctors will indicate it in the system and we will refund the charge.

Kindly contact our customer care via live chat or email us at hello@andsons.com.my and our care team will attend to you as soon as possible. Please note that we will not be able to change the delivery address once the order is approved.

Kindly contact our customer care via live chat or email us at hello@andsons.com.my and our care team will attend to you as soon as possible.

You can update your address anytime in Account Dashboard before an order is approved. Once an order is approved, the address is locked and can't be changed, as it's already been queued for dispatch.

Yes, once dispatched you'll receive a tracking link by email.

You're charged at the time of checkout for your first order, and on each renewal date after that. Your exact price and next charge date are shown in your confirmation email and Account Dashboard.

Charges are processed once your order is placed and clinically approved, which may be before your delivery arrives. This confirms your order and starts the dispatch process.

We'll retry automatically to avoid disruptions in your subscription. You can update your card anytime in Account Dashboard → Payment methods.

All past orders and charges are listed under Account Dashboard → Order history.

Upon receiving your order, please inspect the package and its contents immediately. If you notice any discrepancies such as missing, incorrect, or damaged items, please contact us as soon as possible at hello@andsons.com.my or send a chat message on our website.

It’s important to report any issues within 48 hours of receiving your order. This timeframe allows us to effectively investigate and resolve the issue promptly.

To help us assist you quickly, please provide:

1. Your order number
2. A detailed description of the issue
3. Clear photographic evidence (if applicable)

Please do not discard any defective, damaged, or incorrect items (including packaging). We may need to arrange for the items to be collected for further investigation or processing.

Please note that discrepancies reported after 48 hours from the delivery date may not be eligible for correction, as we are unable to effectively verify claims beyond this period. Your prompt reporting is crucial in ensuring a swift resolution.

We are not able to accept returns of medical products for reuse or resale once your order is processed. All sales are final.

You may cancel your subscription or change your next refill process date anytime before your renewal date.

All sales are non-returnable and non-refundable once your order is placed.

Out of consideration and respect for our doctors' time, if you do not show up for your scheduled appointment or decide to cancel with less than 24 hours' notice, you will be charged 100% of the consultation fee.