Refund & Returns Policy

Overview

At ASA Beauty Lab, customer satisfaction is important to us. We strive to ensure all products are delivered in excellent condition. Please read our Refund & Return Policy carefully before making a purchase.

1. No Refunds for Change of Mind

Due to the nature of skincare and personal care products, we do not accept returns or provide refunds for:

• Change of mind
• Incorrect product selection by customer
• Preference regarding texture, scent, or results
• Products purchased during promotions, clearance sales, or special campaigns

Please review your order carefully before completing your purchase.

2. Damaged, Defective, or Incorrect Items

If you receive:

• A damaged product
• A defective product
• An incorrect item

Please contact us within 48 hours of receiving your order.

To process your request, please provide:

• Order number
• Clear photos of the product
• Photos of the packaging received
• Description of the issue

Email: asacleohq@gmail.com
WhatsApp: +60 18-223 1978

Claims submitted after 48 hours of delivery may not be eligible for replacement or refund.

3. Approval of Refunds or Replacements

Upon verification of your claim, ASA Beauty Lab may, at its discretion:

• Replace the affected product; or
• Issue a refund for the affected item

Estimated duration to receive a replacement product: 5 working days.

Requests that do not meet our return requirements may be declined.

4. Conditions for Return

Returned products must:

• Be unused and unopened
• Remain in original packaging
• Include all accessories, gifts, and promotional items received

Products that have been opened, used, tampered with, or damaged by misuse are not eligible for refund or replacement.

5. Refund Processing

Approved refunds will be processed through the original payment method used during checkout.

For payments made via Stripe, refunds will be credited back to the original payment source whenever possible.

Refund processing times may vary depending on your bank, card issuer, or payment provider, but generally take:

• Credit/Debit Card: 7–14 business days
• Online Banking: 7–14 business days
• E-Wallets: Subject to provider processing times

ASA Beauty Lab is not responsible for delays caused by financial institutions or payment providers.

6. Non-Refundable Items

The following are non-refundable:

• Opened skincare products
• Used products
• Free gifts
• Promotional items
• Digital products or vouchers
• Shipping fees, unless the issue is due to our error

7. Order Cancellation

Orders may only be cancelled before they have been processed or shipped.

Once an order has been dispatched, cancellation requests cannot be accepted.

To request a cancellation, please contact our customer support team immediately.

8. Failed or Duplicate Payments

If you experience:

• Failed transactions
• Duplicate charges
• Payment deducted but order not generated

Please contact us with your payment details.

We will work with Stripe and the relevant financial institution to investigate and resolve the issue.

9. Contact Us

For all refund, return, or payment-related inquiries:

ASA Beauty Lab Customer Support

Email: asacleohq@gmail.com
WhatsApp: +60 18-223 1978

Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (MYT)

Address:
Block F-5-07, Neo Damansara
Jalan PJU 8/1, Damansara Perdana
47820 Petaling Jaya, Selangor, Malaysia

Important Notice

ASA Beauty Lab reserves the right to reject any refund or return request that does not comply with this policy. We also reserve the right to amend this policy at any time without prior notice.

Last Updated: September 2026