Refund policy

At Silky Lara, your satisfaction and shopping experience matter to us.

We take great care in preparing and delivering every order. However, we understand that unexpected issues may occasionally occur. Our Return & Refund Policy is designed to ensure a fair and transparent resolution for our customers.

1. Return & Refund Eligibility

Customers may submit a return, refund, or exchange request within 7 days of receiving their order, subject to verification and approval by our team.

Returns and refunds may be considered under the following circumstances:

  • Damaged or Broken Products: Products received in damaged, broken, or defective condition.
  • Incorrect Products: The item received is different from the item originally ordered.
  • Lost Parcels: Orders confirmed as lost during shipment following an investigation with our appointed courier service.
  • Change of Mind: Customers may request a return if the product is unopened, unused, properly stored, and remains in its original packaging and saleable condition.

All requests are subject to review and verification by the Silky Lara team.

2. Non-Refundable Circumstances

Due to the personal nature of skincare products, we generally do not accept returns or refunds for the following reasons:

  • Skin Incompatibility: Products that do not suit an individual's skin type, condition, or personal preferences.
  • Opened or Used Products: Products that have been opened, tested, or used, except where a verified product defect or applicable consumer right applies.
  • Improperly Stored or Damaged Products: Products that have been damaged or improperly stored after delivery.

Important Note on Skincare Suitability

Every individual's skin is unique. A skincare product that works well for one person may not produce the same results for another.

Factors such as skin type, skin condition, sensitivity, existing skincare routines, and individual responses may influence product suitability.

Therefore, individual skin incompatibility or dissatisfaction with skincare results does not automatically qualify for a refund.

3. How to Request a Return or Refund

If you experience an issue with your order or wish to return an eligible unopened product, please contact our customer support team via WhatsApp at +60123713860 within 7 days of receiving your parcel.

To help us process your request efficiently, kindly provide:

  1. Your order number, registered name, email and phone number.
  2. A brief description of the return or refund request.
  3. Clear photographs or videos showing the product and packaging, where applicable.

Our team will review your request and may conduct further investigations with our courier or fulfilment team.

Once your request has been assessed, we will provide instructions regarding the next steps, including product returns where necessary.

Please do not send products back without first contacting our team.

4. Refunds, Exchanges & Return Shipping

For approved claims, Silky Lara may offer:

  • A replacement of the affected product.
  • An exchange for the correct product.
  • A full or partial refund, depending on the circumstances and applicable consumer rights.

For change-of-mind returns:

  • The product must be unopened, unused, and in its original saleable condition.
  • Customers are responsible for return shipping costs.
  • Refunds will be processed after the returned product has been received and inspected.
  • Original delivery charges are generally non-refundable, unless otherwise required by law.

For damaged, defective, or incorrect products:

Where the issue is verified and attributable to Silky Lara or our appointed delivery partners, customers will not be required to bear reasonable return shipping costs.

Approved refunds will generally be processed through the original payment method, where supported. Processing times may vary depending on the payment provider.

5. Contact Our Support Team

For any return, refund, or order-related enquiries, please contact our team through our official WhatsApp +60123713860 customer support channel.

Our team will be happy to assist you and guide you through the process.

Thank you for choosing Silky Lara.

We appreciate your trust and remain committed to providing quality skincare products, responsible customer service, and a positive shopping experience.

This policy does not exclude or limit any rights customers may have under applicable Malaysian consumer protection laws.