Refund Policy

RETURN & REFUND

At Neal’s Yard Remedies Malaysia, we take great care in ensuring that all products are quality-checked and securely packed before dispatch.

No Refunds or Returns for Change of Mind

All completed orders are final. We do not offer refunds or accept returns for:

  • General dissatisfaction

  • Change of mind

  • Allergic reactions or skin sensitivity

  • Hygiene, quality, or safety-related concerns

Due to the nature of our products, returns for the above reasons are strictly not accepted.

Incorrect, Incomplete, or Damaged Orders

If you receive an incorrect, incomplete, or damaged order, please contact us within 14 days from the delivery date by emailing hello@nealsyardremedies.com.my

Kindly include the following information to help us process your request efficiently:

  • Order number

  • Receipt or proof of purchase

  • Clear photos of the issue, including the product(s) and the consignment note

Return Eligibility

Returns are only accepted if:

  • The request is made within 14 days of delivery

  • The product is unused, unopened, and in its original condition

  • The item is not a sale item or gift card

All return and refund requests are reviewed on a case-by-case basis.

Return Approval & Process

If your return request is approved, we will provide clear instructions on how and where to send the item.

Please do not send items back without prior approval.

Refund Processing

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be issued to the original payment method

  • Processing may take up to 14 working days, depending on your payment provider