REFUND POLICY

Last Updated: 16 September 2026

This Refund Policy applies to eligible purchases and services provided by FACE WASH BEAR SDN. BHD. (Registration No. 202401008755; legacy no. 1554605-T) through Facialbear.com and, where expressly applicable, Face Wash Bear outlets.

We aim to handle legitimate refund, return and order issues fairly and in accordance with applicable Malaysian consumer protection laws.

A. SKINCARE & PRODUCT PURCHASES

1. Change-of-Mind Returns

Due to hygiene, safety and product-integrity considerations, skincare, cosmetic and personal-care products generally cannot be returned or refunded solely because of a change of mind once the product has been opened, used or its original seal has been broken.

This does not affect any statutory rights available under applicable Malaysian law.

2. Damaged, Defective, Incorrect or Missing Products

Please contact us as soon as reasonably possible if you receive:

• A damaged product;
• A defective product;
• An incorrect product;
• An order with missing items.

Where possible, please provide:

• Your order number;
• Photographs or video showing the issue;
• Photographs of the packaging;
• A brief description of the problem.

We will review the case and, where appropriate, arrange a replacement, refund or other suitable remedy.

3. Unopened Products

Return requests involving unopened and unused products in their original condition and packaging may be reviewed on a case-by-case basis.

Approval is not automatic and may depend on the product type, hygiene considerations, product condition and applicable consumer rights.

4. Delivery Issues

Customers are responsible for providing complete and accurate delivery information.

If an order is returned because an incorrect or incomplete address was provided, additional delivery charges may apply before resending.

Where a parcel is confirmed lost or materially damaged during delivery, we will review the matter with the relevant delivery provider and provide an appropriate remedy where applicable.

5. Refund Review & Processing

There is no customer self-service refund button. Refund enquiries must first be submitted through Face Wash Bear's official customer service channels for Management review.

Approval is not automatic. We may review the order status, product or voucher usage, service redemption, membership or credit usage, delivery status, supporting evidence and any other relevant circumstances before deciding the appropriate remedy.

Only after a refund is approved will an authorised administrator process the refund. Approved refunds will normally be processed through the original payment method where practicable.

The time required for the refunded amount to appear may depend on the relevant bank, card issuer or payment provider.

Original delivery charges may not be refundable unless required by law or where the refund results from an error attributable to us.

B. FACIAL SERVICES & APPOINTMENTS

6. Appointment Payments

Payments made for facial appointments, first-trial treatments, promotional treatments or other services may be subject to the specific terms disclosed at the time of booking or purchase.

Customers who need to change an appointment should contact us as early as reasonably possible.

7. Completed Services

Once a facial or other personal-care service has been fully provided, refunds are generally not available solely because of a change of mind.

Genuine concerns regarding service quality will be reviewed individually.

Nothing in this Refund Policy limits any statutory remedy to which a customer is entitled under applicable Malaysian consumer protection law.

8. Memberships, Credits, Packages & Vouchers

Memberships, prepaid credits, packages, vouchers and promotional purchases may be subject to separate terms and validity conditions disclosed at the time of purchase.

Any request for cancellation, refund or adjustment will be assessed according to those applicable terms, the usage status of the relevant credits or benefits, and Malaysian law.

9. Promotional & First-Trial Offers

Promotional and first-trial offers may have specific eligibility requirements, validity periods and redemption conditions.

Unless otherwise stated, promotional benefits have no cash value and cannot be exchanged for cash.

C. GENERAL CONDITIONS

10. Fraud & Abuse

We reserve the right to reject refund or return requests involving reasonably suspected fraud, abuse, manipulation or misuse of promotions, subject to applicable Malaysian law.

11. Consumer Rights

Nothing in this Refund Policy is intended to exclude, restrict or modify any statutory consumer guarantee, right or remedy that cannot legally be excluded under Malaysian law.

12. Contact & Company Information

For refund, return, damaged-product or order-related enquiries, please contact us using the official company details below.

Please provide your order number, transaction information and relevant supporting information so that Management can review your request efficiently.