Refund and Returns Policy
Overview
At Thai Beauty Products Malaysia, We want you to shop with confidence. This Refund & Returns Policy explains when refunds or exchanges are available, how to request them, and what to expect throughout the process.
Return & Refund Eligibility (Clear Scenarios)
🔹 Return Scenarios & Responsibility
1. Damaged, Defective, Incorrect, or Expired Items
If you receive an item that is damaged, defective, incorrect, or expired:
You are eligible for a full refund or replacement
Return shipping costs will be covered by us
Photo or video evidence is required within 30 days of delivery
2. Missing Items in Order
If any item is missing from your order:
We will arrange a replacement or refund
No return is required
Proof (photos of received items) may be requested
3. Change of Mind / Wrong Item Selected by Customer
We currently do not accept returns or refunds for:
Change of mind
Wrong item selected
Personal preference (e.g. scent, texture, suitability)
Please ensure product details are reviewed carefully before placing an order.
4. Used or Opened Products
For hygiene and safety reasons, opened or used products are not eligible for return, refund, or exchange unless the item is defective.
How to Start a Return
To initiate a return or refund request, please follow the steps below:
Contact our customer support team at mail@thaibeautyproducts.com.my within 30 days of receiving your order.
Please include:
🔹 Your order number
🔹 A brief explanation of the issue
🔹 Clear photos or videos showing the problem (if applicable)
Our team will review your request and respond within 2–3 business days.
If your return is approved, we will provide:
🔹 Return authorization
🔹 Return instructions and address (if required)
🔹 Please pack the item securely and return it using our courier service.
🔹 Customers are advised to retain the tracking number until the process is completed.
🔹 Once we receive the returned item, we will inspect it and notify you of the approval or rejection of your refund or exchange.
Refunds
Once your return is approved and the item is received and inspected,
we will process your refund using your original payment method.
Refunds are applicable for:
🔹 Damaged, defective, incorrect, or expired items
🔹 Orders cancelled before shipment
Refund processing times:
🔹 Credit/Debit Card: 5–14 business days
🔹 Online Banking / FPX: 5–10 business days
Please note that original shipping fees (if any) are non-refundable, unless the return is due to our error.
Exchanges
Exchanges are applicable only for items that are damaged, defective, incorrect, or missing.
If an exchange is approved:
🔹 A replacement item will be shipped after the returned item has been received and inspected (if return is required)
🔹 No additional shipping charges will apply for approved exchanges
We do not offer exchanges for:
🔹 Change of mind
🔹 Opened or used products (unless defective)
Inspection & Processing Timeline
Once a returned item is received by our team, the following timeline applies:
🔹 Inspection of returned items will be completed within 3–5 business days from the date we receive the parcel.
🔹 If the return or refund is approved, the refund will be processed immediately after inspection.
🔹 The total time for customers to receive their refund depends on the payment method used:
—–→ Credit/Debit Card: 5–14 business days
—–→ Online Banking / FPX: 5–10 business days
—–→ E-wallets: Subject to provider processing time
Please note that processing times may vary during peak periods or due to banking system delays.
Order Cancellation Before Shipping
If you wish to cancel your order, please contact our customer support team
as soon as possible at mail@thaibeautyproducts.com.my.
If your order has not yet been shipped, we will process a full refund
using your original payment method.
Once an order has been shipped, it can no longer be cancelled and will
be subject to our Return & Refund Policy.
Refund Confirmation
Once your refund has been successfully processed, you will receive a refund confirmation email from us.
Please note that it may take additional time for the refunded amount to appear in your account, depending on your bank or payment provider.
If you do not see the refunded amount after the stated processing period, please contact us and we will assist you accordingly.
Return Authorization & Eligibility Requirements
All return or refund requests must be approved by our customer support team before any items are sent back.
Returns sent without prior authorization may not be accepted or processed.
To be eligible for a return, the following conditions must be met:
→ The request is submitted within 30 days of delivery
→ Proof of purchase (order number or receipt) is provided
→ Photo or video evidence is submitted where applicable
→ Items are returned in original condition and packaging (if required)
We reserve the right to reject any return or refund request that does not meet the above criteria.
Eligibility for Returns
You may request a return within 30 days from the date you received your order if:
* The item arrived damaged, leaking, or defective
* The item you received is incorrect
* The product is expired upon arrival
* We only accept returns for defective, damaged, incorrect, or expired items.
* We do not accept returns for change of mind.
To be eligible:
* The product must be unused, unopened, and in its original packaging
* You must provide photo or video proof within 48 hours of delivery if the product arrived damaged or incorrect
Items NOT Eligible for Return
The following items cannot be returned for hygiene and safety reasons:
* Skin care, hair care, oral care, and body care products that have been opened, tested, or used
* Items without original packaging
* Free gifts, promotional items, or clearance items
* Products damaged due to customer mishandling, storage in heat, or contamination
We also do not accept returns for change of mind.
Damaged / Incorrect / Expired Products
If your product arrives:
* Damaged
* Broken
* Leaking
* Incorrect
* Expired
Please contact us within 48 hours of delivery with:
✔ Order number
✔ Photos/videos of the issue
✔ Photos of packaging (inner and outer)
Once verified, we will offer:
* A replacement, or
* A store credit, or
* A refund (if replacement is unavailable)
We may request the item to be returned depending on the case.
Refunds (If Approved)
Once your return is received and inspected, we will notify you via email.
Approved refunds will be processed using:
* Original payment method
Refund processing time:
* FPX / Credit Card: 5–14 working days
* Bank transfer: 3–7 working days
Late or Missing Refunds
If you have not received your refund after the stated processing time:
1. Check your bank account again
2. Contact your bank or card provider
3. Contact us at [mail@thaibeautyproducts.com.my]
Exchanges
We only replace products if:
* They arrived damaged
* They arrived defective
* The product received is incorrect
* Exchanges are only available for defective, damaged, incorrect, or expired items.
If you need an exchange, contact us at mail@thaibeautyproducts.com.my.
Shipping Returns
If a return is required:
* We will provide the return address
* Customers are responsible for return shipping costs unless the return is due to our error
* Shipping fees are non-refundable
If the returned item is damaged due to poor packaging during return shipping, we may not be able to approve the refund.
Important Notes
* We reserve the right to reject returns that do not meet our Return Policy
* Items sent back without approval will not be accepted
* By purchasing, you agree to this policy
Need Help?
If you have any questions regarding refunds or returns, reach us at:
📩 mail@thaibeautyproducts.com.my
📱 WhatsApp Support: +60163234121
We are happy to assist.