Shipping & Returns Policy

Thank you for choosing Mesmeriz Skin Lab Online Store for your skin care needs. We want to ensure that you have a positive shopping experience with us, so we have established the following shipping and return policy for your convenience and satisfaction.

Shipping Policy:

1. Order Processing: We strive to process and ship all orders within 1-2 business days, excluding weekends and holidays. However, please note that during high-demand periods or unforeseen circumstances, there may be slight delays in processing times.
2. Shipping Methods and Timeframes: We offer various shipping options based on your location and preferences. The estimated delivery time is 3-5 business days for West Malaysia, and 7-14 business days for East Malaysia. Please note that the delivery timeframes are approximate and may vary depending on your location and external factors beyond our control, such as weather conditions, carrier delays or during promotion/holiday period.
3. Shipping Charges: Shipping charges of RM10 applied to West Malaysia and RM18 applied to East Malaysia for every single order. Free shipping is provided if the order after discount (if applicable) is RM200 and above. The applicable shipping fees will be displayed during the checkout process for your review before completing your purchase.
4. Shipment Tracking: Once your order has been processed and shipped, we will provide you with a tracking number. You can use this tracking number to monitor the progress of your shipment online.
5. International Shipping: We currently do not offer international shipping. If you wish to ship an order internationally, you may contact our customer support team. Please note that additional customs duties, taxes, or fees may apply to international orders, and it is the responsibility of the customer to comply with any import regulations or requirements in their country.

Return Policy:

1. Eligibility: We want you to be fully satisfied with your purchase. If you are not completely happy with your skin care product, you may be eligible for a return or exchange within 14 days from the date of delivery. To qualify for a return, the item must be unused, in its original packaging, and in the same condition as received.
2. Return Process: To initiate a return, please contact our customer support team with your order details and reason for the return. We will provide you with instructions on how to return the product. Please note that shipping costs for returning the item will be the responsibility of the customer unless the return is due to an error on our part or a defective product.
3. Refunds: Once we receive and inspect the returned item, we will process the refund to the original payment method used for the purchase. Please allow up to 7 business days for the refund to be reflected in your account.
4. Exchanges: If you wish to exchange a product for a different variant or item, please contact our customer support team. We will guide you through the exchange process, and any price differences and shipping fees may apply.
5. Non-Returnable Items: For health and safety reasons, certain items may not be eligible for return, including opened or used products, items without original packaging, and products purchased during promotional or clearance sales unless they are defective.

Please note that our shipping and return policy may be subject to change without prior notice. We recommend reviewing this policy regularly to stay updated.

If you have any further questions or require assistance, please reach out to our customer support team, and we will be happy to assist you.

Thank you for choosing our online store. We appreciate your trust and look forward to serving you!