Terms & Conditions
This page (together with the documents referred to on it) tells you the terms and conditions (Terms & Conditions) on which we supply any of the products (Products) listed on our website www.skinaturally.co or Malaysia mobile app (the Site) to you. Please read these Terms & Conditions carefully before ordering any Products from the Site. You should understand that by ordering any of our Products, you agree to be bound by these Terms & Conditions.
The Site is operated by Skinaturally Sdn. Bhd., Company No. 202001034920 (1391241-P) (“we”/“us”).
How the contract is formed between you and us
You may place an order to purchase a Product advertised for sale on the Site by following the onscreen prompts after clicking on the item you are interested in. You will have an opportunity to check and correct any input errors in your order up until the point at which you submit your order by clicking the "Proceed to Payment" button on the "Payment details" page. No amends can be made by you to your order after this point.
After placing an order, you will receive an e-mail from us acknowledging that we have received your order and giving you an order number and a summary of your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product.
All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail that confirms that the order has been processed. The contract between us for the sale of a Product will only be formed when we send you the Order Confirmation and Invoice for the relevant Product.
We may, in our sole discretion, refuse or cancel any order and limit order quantity. We may choose not to accept your order for any reason and we will not be liable to you or to anyone else in those circumstances.
We may be unable to process your order if:
- the Product you ordered is out of stock or discontinued; or
- there is a problem with authorisation of your method of payment.
We will deliver the Products to you in accordance with the address specified by you when you placed your order. Orders will only be delivered to street addresses in Malaysia. PO Box addresses are not accepted.
There may be a delivery charge, which will be added when you checkout. Please make sure that you are satisfied with the delivery charge before confirming your order for Products at checkout.
We shall deliver the Products to the delivery address specified and keyed in by you on the order form. Your order will be delivered to you via the service of a courier service company appointed by us.
We aim to deliver within the time frame indicated below but we are not able to guarantee any firm delivery dates upon order and to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.
Delivery time frame
3 – 5working days
East Malaysia (included Labuan)
5 – 7 working days
Note: There is no delivery during Saturday, Sunday and Public Holidays
On delivery of the Product, you are required to sign for delivery. You shall examine the Products immediately upon collection for any deficiencies and/or damages before you sign for delivery. All risk in the product shall pass to you upon delivery.
Please note that you will have to sign for your order. If you are unavailable at the time of delivery, the item will be couriered to you the next day. Please call the assigned logistic company and provide your tracking number to arrange for a redelivery.
If you are not at the delivery address at the time of delivery, the assigned logistic company will provide a notification card advising you of the process for redelivery. If three attempts (total) are made to deliver your order, it will be returned to us. Redelivery will be at the expense of the customer.
We will not be responsible for orders signed for by someone other than the designated recipient.
If you find that items are damaged upon delivery, please report to Customer Service on the same day with supporting evidence and your Invoice number. Reimbursement is subjected to the courier company's discretion.
In the rare circumstance that your product is missing from your order, please report to customer service on the day of delivery and we will be happy to assist.
We reserve the right to decline delivery of Products to any customer at our sole discretion absolutely.
Standard Delivery Charges will be applied based on the area of the order received as below:
- West Malaysia: Shipping charge RM5.50. Free shipping with purchase of RM150 & above.
- East Malaysia: Shipping charge RM13.50. Free shipping with purchase of RM150 & above.
Risk and Ownership
Once delivered, the Products ordered will become your responsibility and, except in relation to Products that are damaged or faulty when delivered or have been incorrectly delivered, we will not accept any liability for their loss, damage or destruction after they have been delivered.
Ownership of Products will pass to you on: delivery of the Products; or us receiving full payment of all sums due in respect of the Products, whichever is the later.
Price and Payment
The price of any Products will be as quoted on the Site from time to time, except in cases of obvious error. All product prices listed are in Ringgit Malaysia (RM). Images of the Products are for illustration purposes only.
These prices may include applicable local taxes and other applicable charges, but exclude delivery costs. Delivery costs will be added to the total amount due once you have selected a delivery service from the available options.
Your order will be processed when full payment is made. Payment can be made by most debit or credit cards and other payment methods acceptable to us, by completing the relevant details on the "Payment" page. We shall not be liable for any credit card or other payment fraud. Please note that we do not receive cash on delivery.
To provide secure online commerce transactions, we employ Internet's Secure Sockets Layer (SSL) technology. It encrypts your personal information, including credit card number, name and address, so that it would not be read as the information travels over the Internet. To check SSL Certificate information, you can right click the mouse and choose "Properties" & "Certificates".
Full payment in respect of an order must be made upon the placing of the order. If your payment cannot be processed, the order will be not be accepted and you are advised to contact your card issuer to resolve any problem concerning the use of your credit card in order to continue with the order.
We reserve the right to change the payment terms for any order without prior notice.
If payment for any order has already been made but the order is not accepted by us, you will be entitled to a refund, depending on the period of time your financial institution needs to arrange the refund. We shall not be liable with respect to any loss, damage, cost or expense that you or any person may incur as a result of any delay in your financial institution processing the said refund.
The Site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on the Site may be incorrectly priced. We will rectify any such errors as soon as possible once we become aware of them. If a Product's correct price is different from the price stated on the Site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.
Our Cancellation, Returns and Refund Policy
We may cancel an order if the Product (or promotional offer(s) involving the Product) is not available for any reason. We will notify you if this is the case and return any payment that you have made. Refund will be credited into the credit card account originally used by you to pay for your purchase, depending on the period of time your financial institution require to arrange for the refund.
- You cannot cancel an order once a Order Confirmation and Invoice is issued. If you wish to seek further information or assistance, please feel free to Contact Us.
- You shall examine the Products immediately upon collection / delivery for any deficiencies and/or damages. Claims (if any) must be lodged to our customer service at Contact Us at the time of collection/ delivery; otherwise we shall have the discretion to refuse your claim.
We are committed to providing quality products to our customers. If for any reason you are not entirely satisfied, we are happy to issue a product exchange for new and unopened normal priced product(s) that is returned within 3 days of delivery date.
Kindly Contact Us for confirmation of return & exchange products. All new and unopened normal priced products may be exchanged after contacted our customer service and approved. All product may be exchanged once.
Products sold are non-refundable, but we will happily exchange the product with another product of same value or greater value. Exchange of the product can be arranged for the following reasons:
- If the product is obviously expired / damaged at time of delivery.
- If the product is expired / damaged inside packaging after delivery; and you contact customer service within 7 days.
- If the product ordered is different from the item delivered.
All original shipping and/or handling charges are non-refundable. Products to be returned must be returned in its original packaging, unused, with all gift items (if any) together with proof of purchase (original receipt or delivery note). Otherwise the retail value of the gift item(s) would be deducted from the refund. Items purchased as a set must also be returned as a set via sender’s preferred delivery mode. We recommend that you use a reliable courier service with parcel tracking services to prevent damages.
Please allow one to three weeks from the day you return your product for your request to be processed. You will be contacted once your return is completed.
We are not responsible for, and cannot guarantee the performance of, goods and services provided by third parties. While we will use reasonable endeavours to provide accurate information, product packaging and material may contain more and/or different information. Always read labels, warnings, directions, and other information provided with the product before using any product. For additional information about a product, please contact the manufacturer. If you find a Product is not as described, your sole remedy is to return it in an unused condition (excluding products that are not eligible for return), in accordance with our return policy. It is your responsibility to ascertain and obey all applicable local laws and regulations (including minimum age requirements) regarding the purchase, possession, and use of any Product.
You must follow any advice we give you to keep Products we supply to you safe (including any instructions or product manuals provided with the Products). We cannot accept liability for damage to Products we have supplied which is caused by your failure to follow this advice.
Our total liability in connection with these terms and conditions and any resulting sale or provision of products, arising from any cause, is limited to the price paid for the Product(s) giving rise to the claim. We accept no liability for special, indirect, incidental, punitive, and/or consequential damages of any nature, any loss which is not reasonably foreseeable or for any business loss (which includes loss of profits, contracts, goodwill, opportunity and other similar losses).
This does not include or limit in any way our liability for death or personal injury caused by our negligence, or our responsibility for fraudulent misrepresentation and any other liability that cannot, under law, be excluded.
Nothing in this section or elsewhere in our Terms & Conditions affects your statutory legal rights.
Any formal legal notices should be sent to us at our Customer Services address set out in the Contact Us section.
Events outside our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by events outside our reasonable control.
Skinaturally Sdn. Bhd. is a company registered in Malaysia . Any formal legal notices should be sent to us at our Customer Services address set out in the Contact Us section.
If any of these Terms & Conditions are declared invalid, unlawful or unenforceable, then that provision shall be deemed to be deleted from these Terms & Conditions and the remaining provisions shall remain in full force and effect.
We have the right to revise and amend these Terms & Conditions from time to time without prior notice by changing them on the Site, provided that any such change will not affect any purchases you have made before the change is implemented.
Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Terms & Conditions.
You and we agree that the laws of Malaysia apply to these Terms & Conditions and that any dispute between us arising out of or in connection with these Terms & Conditions will only be dealt with by the courts of Malaysia.
These Terms & Conditions describe the relationship between you and us, they do not create legal rights for other persons, even if they may benefit from such relationship.
If you experience problems with ordering from the Site or have any questions with regard to an order, please feel free to Contact Us.
These Terms & Conditions were last updated in November 2020.