Exchanges, Returns and Refunds
What is your exchange/return and refund policy?
We currently do not accept change of mind returns. Exchanges, returns and refunds are only applicable if you have an incorrect, defective or damaged item or if an item is missing from your order.
They are subject to the following terms and conditions:
- Item must be in their original purchase condition, including the original product packaging, manufacturer's containers, documentation, and all accessories. All packaging must be unmarked and not defaced in any manner.
- Any item that you received with tags attached must be returned with those tags intact.
- Items purchased as part of a set or multi-item pack has to be returned as a whole set.
- This return or exchange policy does not apply to items that have been stated as Non-exchangeable and Non-refundable on the Website. All returns will be reviewed first by The Luxasia Group and we reserve the right to reject any return that does not fulfill any of the above stated requirements.
What do I do if I receive a faulty item or have a problem with an item ordered?
Please contact us immediately at email@example.com with your order number, details and an image of the faulty item(s) received. Please do not discard the items as we will need them returned back to us.
What should I do if I am experiencing an allergic reaction?
At escentials.com.my, we take pride in curating the products we carry. The ingredients of the product are listed on the page (if stated) to help you spot any reactions you may experience with certain ingredients. Different skin types and conditions may react differently to a product, so it is best to identify and comprehend the way your skin reacts. If you have experienced an allergic reaction, please send a detailed description of what transpired and accompanying pictures to firstname.lastname@example.org. We will escalate the matter to the brand and help you find a fitting solution. Please note that issues must be reported within seven (7) days of receipt of item(s). In certain cases, a Medical Certificate (MC) may be requested to identify if it is the product that caused a skin reaction.
How soon will I get my refund?
Once a return has been accepted, you can expect to receive your refund in 14 working days via your original mode of payment.