Our Frequently Asked Questions

We supply a wide range of rehabilitation, mobility, elderly care and special needs equipment, including:

  • Wheelchairs, walking frames, and crutches

  • Hospital and home care beds, anti bedsore mattresses

  • Pediatric standing frames and special adaptive strollers

  • Transfer aids and bathroom commodes

  • Adult diapers and underpads
  • Orthopedic and rehab braces

  • AED and CPR training equipment

No, we do not accept trade-ins. 

Yes, we highly encourage customers to visit our showrooms (KL, PJ, Melaka, Johor Bahru). It is best for the patient or family members to try the products in person to better understand their suitability, comfort, and functionality before making a purchase.

Our products are suitable for a wide range of users. Individuals can purchase for home care, while hospitals and clinics can equip their treatment rooms. We also work with NGOs and government agencies for donations or sponsorships to support those in need.

We recommend consulting with your doctor or physiotherapist to determine the most suitable product for the patient’s condition. Based on their recommendations, our team will be happy to guide you on the appropriate options. Please note that we do not provide medical advice.

  • Click “Add to cart” on the product(s) you wish to buy.
  • Choose “Continue Shopping” to add more items, or “Checkout” to proceed.
  • Delivery will be scheduled after payment has been made.

You’re also welcome to visit any of our physical showrooms in KL, PJ, Melaka, or JB to view the products and make a direct purchase in person.

  • Debit & Credit Card

  • Online Bank Transfer 

  • ATM Cash Deposit
  • SPAYLATER via Shopee
  • (In-store) Installment Payment Plan
  • (In-store) Cash

For Online Bank Transfers and ATM Cash Deposits, send the payment slip along with your order ID to [email protected] to complete your purchase. Products will not be delivered until confirmation is received.

No Return Policy (After Shipment)
All sales are final. Due to the nature of medical equipment and hygiene considerations, Neolee Rehab Supply Sdn Bhd does not accept any returns, exchanges, or refunds once an order has been shipped or delivered.

By completing a purchase, the customer acknowledges and agrees to be bound by this No Return Policy.

Cancellation & Refund Policy (Before Shipment)
If you cancel your order before it has been shipped, a refund will be issued within 7 working days after deducting applicable payment processing fees:

Applicable deductions:

  • Website payments: 3% processing fee
  • In-store credit/debit card payments: 3% processing fee
  • Installment payments (IPP & SPAYLATER): 3% processing fee

Yes. Most products come with a manufacturer’s warranty (duration varies by item). The warranty covers the defects resulting from defective parts from manufacturing, if such defects are revealed during the period of 6 months or 12 months since the date of purchase — not misuse or wear-and-tear.

Warranty Claim Procedure

To submit a warranty claim, please follow the steps below:

  1. Contact Neolee Rehab Supply via email or phone within the warranty period.
  2. Provide proof of purchase (invoice or receipt) along with clear pictures or videos of the problem.
  3. Return the product to our designated location for inspection (applicable shipping or transport costs may apply).
  4. Our team will assess the issue and advise on the appropriate solution.

Depending on the nature of the defect, Neolee reserves the right to:

  • Repair the defective part
  • Replace the defective product with an equivalent model
  • Provide a functional replacement part at no additional cost (within warranty terms)

Warranty Exclusions

The warranty does not cover the following:

  • Damage resulting from misuse, accidents, improper handling, or unauthorized modifications
  • Normal wear and tear (e.g. tyres, upholstery, bearings, paintwork)
  • Consumable parts such as batteries, inner tubes, and seat cushions beyond their expected lifespan
  • Damage caused by water, corrosion, or exposure to harsh environments
  • Products that have been serviced or repaired by unauthorized personnel

Important Notes

  • Warranty coverage begins from the original date of purchase.
  • Proof of purchase is required for all warranty claims.
  • This warranty is non-transferable and applies only to the original purchaser.
  • Neolee Rehab Supply Sdn Bhd reserves the right to amend this policy without prior notice, provided that such changes do not affect existing consumer rights under Malaysian law.

West Malaysia

  • Free shipping is applicable only for ground-level deliveries or locations with elevator access. Additional charges will apply for deliveries to upper or lower floors without lift access.
  • Free shipping is valid within mainland Malaysia only. Deliveries to islands that require ferry transport will incur additional charges.

East Malaysia

  • Shipping charges apply based on the delivery address. Please contact our Sales Team for a quotation.

Contact the Sales Team or submit an inquiry including desired item and delivery address so that shipping cost can be quoted. Your order will process once payment (item + shipping) is made.

West Malaysia (Peninsular)

  • Within KL, Selangor, Melaka, and Johor Bahru districts: approximately 2–3 working days
  • Outside KL, Selangor, Melaka, and Johor Bahru districts: approximately 3–10 working days

For urgent same-day deliveries, customers may to arrange a 3rd party delivery service (Lalamove/Grab) to pick up the item from our location. A minimum of one (1) hour is required for us to process and prepare the item before the item can be picked up.  Neolee is not responsible for any damage during the 3rd party self-collection. 

East Malaysia

  • Small items (volumetric weight < 30 kg):
    Delivered via PosLaju courier, estimated 7–10 working days
  • Large/bulky items (volumetric weight > 30 kg):
    Delivered via sea freight, estimated 30–45 working days

Note: Delivery addresses must be within town or city areas.

Yes. Notify the Sales Team when purchasing. For hospital bed purchases, minimum 2-hour notice is required for warehouse setup. A waiver must be signed / acknowledged stating Neolee is not responsible for any damage during self-collection.

Yes, we do provide installation support. For large and bulky items such as hospital beds, our team will handle the delivery and full installation for you.

For smaller items delivered via courier, we will provide an installation video for easy self-setup. If you need additional guidance, our team is available to assist you via video call.

If you prefer for our team to travel and install courier-delivered items on-site, additional charges will apply.