Last Update : 1 August 2025

Thank you for shopping at Ensutouch Skincare. We want you to be satisfied with your purchase. Please read this Refund & Return Policy carefully before placing an order.

1. Eligibility for Returns & Refunds

Only products purchased directly via our website (ensutouch.net) are eligible under this policy. We accept returns for the product that is damaged, defective or incorrect upon arrival.

1. To be eligible for a return or refund, the product must:
   • Be in its good condition: unused, with all seals, labels, packaging intact, and in the same condition as when received.
   • Be returned within [3] days of the delivery date.
   • Be accompanied by proof of purchase (order number, receipt, invoice, etc.).
2. Some products are non‑returnable / non‑refundable, such as:
   • Items that are marked as final sale or clearance.
   • Items that have been used or with broken seals (unless the seal is faulty).
   • Gift cards or promotional items (if applicable).

2. How to Initiate a Return

1. Contact our customer support at ensutouch.healthyskin@gmail.com or via 60176279838 before returning any item.
2. Provide the following details:
   • Order number
   • Product name(s)
   • Reason for return
   • Photos (if the item is damaged or incorrect)
3. Once your return request is approved, we will provide you with instructions on how and where to send the returned item.

3. Return Shipping & Costs

1. You (the customer) are responsible for the shipping cost of returning the item unless the return is due to our error (e.g. wrong item sent, defective product).
   We recommend using a trackable shipping service or purchasing shipping insurance.
2. We can’t guarantee that we will receive your returned item if lost in transit.
3. The item must be shipped within [7] days after your return request is approved.

4. Inspection & Approval of Return

1. Once your return is received and inspected, we will notify you via email (or WhatsApp) whether your refund or exchange is approved.
2. If approved, we will process your refund approval. The refund will be issued to the same payment method you used during purchase (or via bank transfer, depending on circumstances).
3. Please note that depending on your payment provider, it may take additional time for the refunded amount to show up in your account.

5. Refunds, Exchanges, and Partial Refunds

1. Refunds
   • Full refund: If the product is returned in eligible condition within the policy’s time frame.
   • Approved refunds will be processed within 7-14 business days
   • Shipping fees are non-refundable, unless the return is due to our error (e.g. wrong or damaged item)
2. Exchanges
   • We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us.
3. Late or missing refunds
   • If you haven’t received your refund yet, first check your bank account, then the payment provider.
   • Next, contact your bank or credit card company; it may take some time before your refund is officially posted.
   • If you’ve done all of this and still haven’t received your refund, reach out to us.

6. Defective or Incorrect Items

1. If you received a defective, damaged, or incorrect item, please contact us immediately and include photos.
2. We will arrange for a return or exchange at no extra cost to you (we’ll cover the return shipping).
3. Ensure the product, packaging, and any included accessories are returned in original condition.

7. Cancellation Policy

1. Once the item has been shipped, cancellation is no longer possible; at that point you must follow the return process above.

8. Conditions & Exceptions

1. We reserve the right to refuse returns that do not meet this policy.
2. This policy does not affect your statutory rights under Malaysian consumer protection laws.
3. In case of disputes, the laws of Malaysia shall govern.

9. Contact Us

If you have any questions about our Refund & Return Policy, please contact us:

• Email: [ensutouch.healthyskin@gmail.com]
• WhatsApp / Phone: [60176279838]