REFUND & RETURN POLICY
Introduction
At SHINEFLOWERS BEAUTY SDN. BHD. (“SHINEFLOWERS”, “we”, “our”, or “us”), customer satisfaction is important to us. We aim to provide quality perfumes, cosmetics, skincare, soaps, toiletries, personal-care products, and beauty accessories that are supplied in good condition and accurately described at the time of purchase.
This Refund & Return Policy explains the circumstances in which products may be returned, exchanged, replaced, or refunded. It applies to purchases made through our website, online store, social-media sales channels, email, telephone, marketplaces, and any other authorised sales platform operated by or on behalf of SHINEFLOWERS BEAUTY SDN. BHD.
By placing an order, you acknowledge that you have read, understood, and agreed to this policy. Nothing in this policy is intended to limit any non-excludable rights that customers may have under applicable Malaysian law.
Return Eligibility
Customers may submit a return request within seven (7) calendar days from the date of successful delivery, subject to the conditions in this policy.
To be eligible for return, products must be:
- Unused, unopened, and in original condition;
- Returned with original product packaging, seals, labels, boxes, inserts, accessories, and promotional items where applicable;
- Free from customer-caused damage, misuse, alteration, contamination, or deterioration;
- Accompanied by a valid invoice, order confirmation, receipt, or other proof of purchase; and
- Suitable for resale after our inspection.
A return request does not automatically mean that a refund or replacement will be approved. All returned items are subject to inspection and verification by our team.
Hygiene, Safety, and Product-Sensitivity Restrictions
Because our products include cosmetics, skincare items, toiletries, perfumes, soaps, and personal-care products, hygiene, safety, product integrity, and quality control are especially important.
For the protection of all customers, the following products are generally not eligible for return, exchange, or refund where they have been opened, unsealed, used, tested, swatched, sprayed, applied, or otherwise handled after delivery:
- Skincare products, including serums, creams, cleansers, masks, and facial treatments;
- Cosmetics, including foundation, lipstick, mascara, eyeshadow, concealer, powder, and related makeup products;
- Perfumes, fragrances, body mists, and fragrance samples;
- Soap, body-care products, shampoos, conditioners, and hair treatments;
- Beauty tools or accessories that have been used or removed from protective packaging;
- Gift sets, promotional packs, clearance products, or products marked as final sale;
- Customised, specially sourced, or special-order products; and
- Products damaged due to improper storage, heat exposure, contamination, accidental damage, or misuse after delivery.
These restrictions are necessary because we cannot safely resell products that may have been compromised after opening or use.
Damaged, Defective, Missing, or Incorrect Products
Customers should inspect all parcels and products as soon as possible after delivery.
If you receive an item that is damaged during transit, defective upon arrival, incomplete, missing, incorrectly supplied, or materially different from the item confirmed in your order, please notify us within forty-eight (48) hours after delivery.
To help us review the matter efficiently, you may be required to provide:
- Your order number or invoice number;
- Clear photographs or videos of the affected item;
- Images of the outer parcel, courier label, internal packaging, and product packaging;
- Details of the product batch number, expiry date, serial number, or barcode where applicable;
- A clear description of the issue; and
- Any other information reasonably required to assess the claim.
Where a claim is verified, we may offer one or more of the following remedies depending on the nature of the issue, product availability, and applicable law:
- Replacement of the affected item;
- Exchange for the correct or equivalent product;
- Store credit;
- Partial refund; or
- Full refund.
Return Request Procedure
Customers must obtain approval from SHINEFLOWERS BEAUTY SDN. BHD. before returning any product. Unauthorised returns may be rejected, returned to the sender, or held pending further instruction.
To initiate a return request, please follow these steps:
Step 1: Contact Us
Contact our customer service team by email at flowers_shine@outlook.com and include your order number, full name, contact number, and reason for the request.
Step 2: Submit Supporting Information
Provide photographs, videos, delivery details, or other supporting evidence requested by our team.
Step 3: Await Assessment
We will review the request and advise whether the product is eligible for return, replacement, exchange, store credit, or refund.
Step 4: Follow Return Instructions
Where a return is approved, we will provide instructions regarding the return address, packaging requirements, shipping method, and any reference number that should be included with the parcel.
Customers must package approved returns securely to reduce the risk of transit damage.
Return Shipping Costs
Where a return is approved because of a confirmed defect, incorrect item, missing item, or verified damage that occurred before delivery, SHINEFLOWERS BEAUTY SDN. BHD. may bear or reimburse reasonable return shipping costs, subject to prior written approval.
For customer-initiated returns that are not due to our error, including change of mind, incorrect product selection, duplicate purchases, preference changes, or dissatisfaction with a scent, shade, texture, or finish that is accurately described, the customer is generally responsible for the return shipping cost.
Original delivery charges, handling fees, expedited shipping fees, and gift-wrapping fees are generally non-refundable unless the issue was caused by our confirmed error.
Product Inspection and Assessment
All returned products are inspected after they reach us. We may assess:
- Whether the product remains unopened, unused, and resalable;
- Whether original packaging, seals, labels, and accessories are intact;
- Whether the reported issue is supported by evidence;
- Whether the product was damaged through misuse, incorrect storage, or customer handling;
- Whether the item is within its stated shelf life or expiry requirements; and
- Whether the return complies with this policy.
Please note that approval to send a product back does not itself guarantee a refund. The final outcome will be confirmed only after inspection.
Refund Processing
Where a refund is approved, it will generally be processed through the original payment method used for the order, where possible.
Refund timelines may vary depending on your bank, card issuer, payment gateway, e-wallet provider, or other financial institution. While we will process approved refunds within a reasonable time after final approval, the time taken for funds to appear in your account is outside our direct control.
Where refunding the original payment method is not possible, we may offer store credit, a replacement item, or another mutually agreed method of resolution.
Exchanges
Exchanges may be offered for damaged, defective, incomplete, or incorrectly supplied products, subject to stock availability.
If the original product is unavailable, we may offer a comparable alternative, store credit, or refund. Where a customer elects to exchange for an item of higher value, the customer may be required to pay the difference. Where the replacement item is lower in value, we may issue store credit or a partial refund where appropriate.
Order Cancellations
Orders may be cancelled only before they have been processed, packed, dispatched, or specially sourced from a supplier.
Once an order has been prepared for shipment, dispatched, or included in a promotional bundle, cancellation may not be possible. Special-order, customised, clearance, or promotional products may not be eligible for cancellation once order processing has commenced.
Limitation of Liability
To the maximum extent permitted by applicable law, SHINEFLOWERS BEAUTY SDN. BHD.’s liability in relation to an approved return, exchange, replacement, or refund will not exceed the purchase price paid for the affected product.
We are not responsible for indirect losses, loss of profit, business interruption, loss of opportunity, personal preference issues, or losses arising from incorrect product use, improper storage, failure to read product instructions, or failure to conduct a patch test where appropriate.
Policy Updates
We may amend or update this Refund & Return Policy from time to time. The latest version published on our website will apply to future purchases from the date of publication.
Contact Information
For questions about returns, exchanges, replacements, or refunds, please contact:
SHINEFLOWERS BEAUTY SDN. BHD.
Registration No.: 202601023661 (1685758-T)
2B-16-12, Plaza Sentral Office Suites
Jalan Stesen Sentral 5
50470 Kuala Lumpur
W.P. Kuala Lumpur
Malaysia
Phone: +6011-2088 6348
Email: flowers_shine@outlook.com