Refund Policy

Eligibility Criteria

You are eligible for a refund/exchange if you face at least one of these two issues:

(1) Faulty Packaging

If the bottle/jar/sachet of the product(s) you received is defective or damaged, you are eligible for an exchange of the same product. You must inform us within 24 hours after your order tracking status shows "delivered" to be eligible for an exchange.

(2) Abnormal Skin Reaction

You are eligible for a refund if you fulfill the following conditions:

  1. Using our product(s) directly triggered a skin reaction that is abnormal or untypical of its intended results within 7 days after your order tracking status shows "delivered".
  2. You have taken a photo of your abnormal skin reaction mentioned in (a).

To be eligible for the refund, you must inform us latest by the 7th day after your order tracking status is marked "delivered".

The refund will be given to you in the form of a promo code.

Stolen Parcels

After a successful delivery, the responsibility for parcel safekeeping lies with the customer, so CLEF assumes no responsibility for stolen parcels after a successful delivery. As such, stolen parcels are not eligible for exchange or refunds.

 

Returns & Exchange Procedure

  1. Contact us at hello@clefskincare.com to request a return or an exchange. Your message should contain the Order Reference Number or any proof of purchase and a full explanation of your reason for returning the goods. We will not entertain return or exchange requests if the order has not been delivered. 
  2. If your reason for exchange is faulty packaging, your message must include photos/videos of the faulty packaging.
  3. If your reason for refund is abnormal skin reaction, your message must include photos/videos of your affected skin area.
  4. We will revert to you with the instructions on how to return.
  5. Please do not attempt to make a return without notifying us beforehand, as we will not entertain any returns processed in this manner.
  6. Please allow up to 14 working days (excluding weekends and public holidays), for our team to process your return.
  7. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund/exchange. 

The customer is to bear all costs of delivery for the return of items until it has been successfully delivered back to us.

 

CLEF Skincare reserves the right to reject the returns of goods that do not meet the eligibility criteria.

Refund/Exchange Request Deadline

The deadlines for refund/exchange requests are as such:

Request

Deadline

Exchange (due to faulty packaging)

Within 24 hours after the order tracking status is marked "delivered"

Refund (due to abnormal skin reaction)

Within 7 days after the order tracking status is marked "delivered"

If the deadline had passed when you made your request, we are unable to offer you a refund or exchange.



Exchanges (if applicable) 

We only exchange items if the bottle/jar/sachet was defective or damaged. 

After your exchange is approved, we will send you an email containing the tracking information of your exchanged item(s). Upon receiving the tracking email, please allow us up to 4-7 working days (excluding weekends and public holidays) to ship your exchanged item(s).

Depending on where you live, the time it may take for your exchanged product to reach you may vary. 

Refunds (if applicable) 

If your refund is approved, your refund will be processed, and a refund in the form of a promo code will be provided to you, within a certain amount of days. 

 

Late or missing refunds (if applicable) 

If you have not yet received a refund, first check your email (especially your spam inbox) for the promo code again. 

It may take some time before your refund is officially posted, as there is often some processing time before a refund is posted. 

If you have done all of this and you still have not yet received your refund, please contact us at hello@clefskincare.com.

Shipping 

To return your product(s), please mail it to:

 

CLEF MARKETING SDN BHD, 

Lot PT 153630, Jalan Kledang Utara, Kawasan Perindustrian Chandan Raya, 31450 Menglembu, Ipoh, Perak, Malaysia.

 

You will be responsible for your own shipping costs to return your item(s). Shipping costs are non-refundable. 

 

Depending on where you live, the time it may take for your exchanged product to reach you may vary. 

 

If you are shipping an item over RM150, we highly advise you to consider using a trackable shipping service or purchasing shipping insurance. We are unable to guarantee that we will receive your returned item. CLEF Skincare holds no responsibility for your delivery of returned goods to our address.