Refund policy
RETURN & REFUND POLICY
At Hygiene, we are committed to providing authentic, quality products to our members. This Return & Refund Policy explains the circumstances in which returns, replacements, or refunds may be accepted, including the protection provided under our Hygiene Member Protection commitment.
1. Our Commitment
If you receive a product that is damaged, defective, incorrect, or materially different from its description on our website, we will review your request and, where appropriate, provide a replacement or a full refund.
To assist us in reviewing your request, you must contact us within the applicable return period and provide reasonable supporting evidence of the issue.
2. Eligible Returns
Return, replacement, or refund requests may be accepted only in the following circumstances:
• The product was received in a physically damaged condition, including broken packaging, crushed items, or leaking products.
• The product is defective or materially different from the description displayed on our website.
• An incorrect product was delivered.
• You experience an adverse reaction that is reasonably attributable to a confirmed product defect, subject to our review and any supporting information we may reasonably require.
3. Non-Eligible Returns
The following items and circumstances are not eligible for return, replacement, or refund:
• Change of mind after purchase.
• Products that have been opened, used, applied to skin, or partially consumed, except where a defect or adverse reaction is reported within the applicable return period.
• Products not purchased directly through Hygiene's official website or authorised sales channels.
• Products that have expired due to improper storage, handling, or use by the member.
• Products where the outer packaging, seal, or safety label has been removed, damaged, or tampered with by the member.
• Annual membership fees, except where required by applicable law.
4. Return Request Period
All eligible return, replacement, or refund requests must be submitted within seven (7) calendar days from the recorded delivery date.
Requests received after this period will generally not be accepted. However, Hygiene Malaysia may consider exceptional circumstances at its sole discretion.
5. How to Submit a Return Request
To submit a request under Hygiene Member Protection or this Return & Refund Policy, please follow the steps below:
Step 1 — Contact Us
Email us at hygiene.retail@gmail.com with the subject line: Return Request — Order #[Your Order Number]
Step 2 — Provide Your Order Details
Include your full name, registered email address, order number, and a clear description of the issue.
Step 3 — Provide Supporting Evidence
Attach clear photographs or videos of the product, its packaging, and any visible damage, defect, or discrepancy.
Step 4 — Review of Your Request
Our team will review your request within two (2) business days and advise you of the next steps.
6. Return Arrangements
Where a return is approved:
• Hygiene may provide a prepaid return label or arrange collection at no additional cost to you.
• Products must not be returned without our prior written approval. We reserve the right to decline unapproved returns.
• Returned products must be sent in the condition instructed by our team, together with any relevant packaging or items requested for inspection.
7. Refund Processing
Where a refund is approved, it will be processed within seven (7) to fourteen (14) business days after we receive and inspect the returned product, or after we otherwise confirm that a return is not required.
Refunds will be issued to the original payment method used at checkout. We are unable to issue refunds to a different payment method, bank account, or third party.
8. Membership Fee
Annual membership fees are non-refundable once a membership has been activated, except where otherwise required by applicable law.
Any additional membership value or membership extension may only be earned through the Hygiene Referral Programme, subject to its applicable terms and conditions.
9. Contact Us
For return, replacement, or refund enquiries, please contact:
Hygiene
Email: hygiene.retail@gmail.com