FAQs and Help Center
Order & Delivery Questions
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A: At 27Group, we try to ensure that all products are delivered in a prompt and timely manner. However, from time to time it may be possible that shipping and other factors outside of out control may result in delays. The date of dispatch listed below is the estimated lead time as it is reasonably estimated by our official courier partner, DHL e-Commerce Malaysia.
Please allow your goods to be delivered in:
West Malaysia: 1-3 working days;
East Malaysia: 3-5 working days.
Singapore: 2-4 working days -
A: We work quickly to pick and pack your items. Unfortunately, this means your order can't be amended. This includes swapping products or changing payment methods. However we can attempt, but cannot guarantee, the cancellation of your order if the request is in good time after the charge has gone through. You can always return any unwanted orders to us for a refund.
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A: Yes! Any unopened items can be returned to us within 30 days of delivery for a refund. Please look at our Returns Policy for more information.
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A: You will get a shipping confirmation email when your order has been picked up by our carrier usually within a day or two after your order confirmation email is received. You will be able to view your tracking by following the link provided in the email.
Alternatively you can check your tracking updates by logging onto your account area on the 27Group site!
If you would like the tracking confirmed or it doesn’t seem clear, then please get in touch with your order number, as we’d be more than happy to take a look for you. -
A: Distributor can make an appointment with our Customer Service Representative and collect your products according to your appointment time. You must fill up the information that matches the person who placed the order when picking up your products. If you are entrusting a friend to help you pick up the products, you will need to obtain a "Product Collection Form" in advance, and he/she will need to show a proof to confirm his/her identity during self-collection. Besides, please double check the quantity and quality of the products during collection, 27GROUP are not responsible for any return of products after collection. (Policy 6.4)
Distributor Policy FAQ
A summary of selected policies & procedures and frequently asked questions.
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A: 27GROUP does not allow Distributor to hold multiple accounts at the same time, each Distributor can only register once and must register with your real Identity Card (IC). If a Distributor's account is found to be suspicious, 27GROUP reserves the right to pursue legal responsibility. (Policy 2.1)
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* This rule applies to Distributor only
A: If Distributor has not updated the bank details, you will not be able to complete the registration for your 27 Preferred Member / 27 Independent Distributor. Each Distributor must ensure that the name registered matches the name of the bank account when filling in the bank details, to ensure that the company can transfer the commission or bonus to the Distributor's bank account. (Policy 2.3)
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A: 27GROUP will regularly organise training courses to enable Distributors grow effectively. The Distributor is advisable to maintain a close relationship with your Business Mentor, remain updated with the announcements of 27GROUP and participate in the activities of 27GROUP to get the latest news and resources. (Policy 3.1)
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A: In accordance with the Personal Data Protection Act 2010 ("Act 709"), 27GROUP is committed to protect the personal data of each Distributor and customer. We will not allow any information to be disclosed to third parties. (Policy 3.3)
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A: If you are legally married, your spouse can join the same direct line, and you do have the option to merge or retain personal Distributorship. If you choose to merge, you will need to submit proof of marriage. (Policy 3.4)
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A: Every Distributor must be responsible for the choices you make and the team you have chosen. The team should try to share tacit understanding and communicate effectively at the right time, sharing resources with business partners to achieve a long-term partnership. Distributors are advised to maintain close contact with your 27 Business Mentors. 27GROUP prohibits the arbitrary changing of Business Mentor, except in exceptional circumstances. (Policy 4.4)
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A: 27GROUP does not require Distributor to keep stock and Distributor can purchase directly from the official website as 27GROUP follows the dropship model. 27GROUP will manage the delivery once the order is placed. Besides, the Distributor is prohibited from placing orders for 10 or more products at one time, and if the company finds that the account is found suspicious, the Distributor's account will be terminated. (Policy 4.6)
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A: 27GROUP payday falls on the 27th of each month. For Public Bank users, the payout is expected to be received on the same day. Whereas for NON-Public Bank users, the payout is expected to be received on the following working day if the payday falls on weekend / public holidays. (Policy 5.5)
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A: 27GROUP will pay bonuses and commissions by crediting the Distributor's bank account in Ringgit Malaysia; you will need to check the transaction rate or other handling fee charges with your particular bank. (Policy 5.5)
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A: 27GROUP prohibits proxy buying (buying on behalf of someone) and each customer and Distributor must use their account to place orders. All IV for purchased products will be accumulated in your own account, and the company will not be responsible for the transfer of IV afterwards. 27GROUP reserves the rights to terminate customers or Distributor's account if any irregularities are found. (Policy 6.2)
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A: In order to protect company image, Distributors and customers are not allowed to sell 27GROUP's products on commercial platforms without the company's permission, including Shopee, Lazada, eBay and etc. In case of non-compliance, 27GROUP will issue the first warning and repeat offenders will have their accounts terminated. 27GROUP reserves all the rights to pursue legal action against those who do not comply with the regulations. (Policy 7.2)
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A: Distributors must get prior approval from 27GROUP by obtaining an "Agent Shop Sales Application Form" from our Customer Service Representative. Or else, you are not allowed to sell 27GROUP's products in other shops including beauty salons, clinics and any other establishments. 27GROUP reserves all rights to pursue legal action against those who do not comply with the regulations. (Policy 7.2)
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A: The 27GROUP Trademark represents the image of 27GROUP. Distributors must apply from our Customer Service Representative to use the 27GROUP trademark. You have to fill up the "27GROUP Trademark Use Application Form" and obtain the company's approval before you have the right to use the 27GROUP Trademark to promote 27GROUP's products. (Policy 7.3)
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A: Customer
Customer who purchase 27GROUP's products (excluding merchandises) is entitled to a 30 Days Money Back Guarantee for return and exchange of products. 27GROUP will refund the amount to you without shipping and handling charges if you are returning an original product within 30 calendar days from the date of purchase. (Policy 8.1.1)
The steps to request a return are as follows:
1. Customer will need to request a Return Form and RMA number from the Distributor.
2. Customer has to submit the Return Form to Distributor after completing it.
3. Customer has to return the unopened product to Distributor within 60 days, and Distributor will arrange a refund to the customer upon receiving the returned product.
4. The distributor has to send the product to 27GROUP within 10 days of the customer's return.
5. The package must be accompanied by a completed Product Exchange or Product Return Form, a copy of the original sales invoice, and the original product.
6. 27GROUP will then replace the returned product and ship it to the Distributor or refund after review.
7. 27GROUP is not responsible for any items lost or broken during delivery. The company reserves the right to make the final decision on the refund.B: Distributor
Distributor may request a 90% refund of the purchase price including sales tax or a replacement within 60 days of the original purchase date if the product is in resalable condition. If Distributor wish to return his/her unopened products in excess of RM300 value may result in the termination of the Distributorship. Please be aware that you are not allowed to exchange your starter kit. Distributor's profit will be deducted from his/her revenue in the following month after 27GROUP has processed the refund or replacement procedure. (Policy 8.1.2)
The steps to request a return are as follows:
1. Distributor will need to request Return Form and RMA number from the Customer Service Representative.
2. The Distributor has to submit the Return Form to Customer Service Representative after completing it.
3. The Distributor has to return the unopened product to 27GROUP within 60 days, and 27GROUP will arrange a refund to the customer upon receipt of the returned product.
4. If a non-compliant return is received, the company reserves the right to make the final decision on the refund. -
A: 27GROUP provides a wide selection of sales tools and literature for use by Distributor. You may request a professional propaganda by submitting your picture to 27GROUP's Marketing Material Account (MMA). (Policy 9.3)
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A: Sincere sharing is the only way to grow your business. Distributor can promote 27GROUP products according to the official product description published by 27GROUP and should not exaggerate the effectiveness or benefits of 27GROUP's products. (Policy 9.4 , 9.5)
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A: Yes, please follow the following instruction: (Policy 12.2)
- Rejoin after 90 days of your deactivation, your Business Mentor will remain the same.
- Rejoin after 365 days of your deactivation, your Business Mentor can be changed. -
A: 27GROUP's products are sold by authorised Independent Business Partners. If you do not know of any existing Independent Business Partners, you may email us (hello@27group.com.my) for a recommendation.