Refund & Cancellation Policy

Last updated: July 2026

Template note: adjust the timeframes and conditions below to match what you can realistically support, and check current Malaysian consumer protection rules for products like cosmetics before finalizing.

1. Order cancellation

You can cancel your order for free any time before it has been shipped. Message us on WhatsApp as soon as possible with your order details. Once an order has been dispatched, it can no longer be cancelled.

2. Damaged, wrong, or missing items

If your order arrives damaged, incorrect, or incomplete:

Contact us on WhatsApp within 3 days of receiving your order
Include a photo of the item and packaging as received
We'll arrange a replacement or refund once the issue is confirmed

3. Change of mind

As shea butter is a personal care product, we're unable to accept returns for change of mind once an order has been opened, for hygiene reasons. If you're unsure, try our free 10g trial sample first.

4. Free trial sample

The 10g trial sample itself is free of charge — only the delivery fee is paid, and delivery fees are non-refundable once the sample has been shipped, except in cases of lost or non-delivery confirmed with the courier.

5. Refund method & timing

Approved refunds are returned to your original payment method (bank transfer/DuitNow) or, for Cash on Delivery orders, arranged directly with you. Refunds are typically processed within 5–7 business days of approval.

6. Contact us

To request a cancellation or refund, message us on WhatsApp or email hello@maisonfae.com.