Return, Exchange Policy

REFUND AND EXCHANGE POLICY

 

What if I changed my mind or unsatisfied with my online purchase?

  • If you are not fully satisfied with your online purchase, we are more than happy to refund or exchange the product within 14 days of delivery provided that it is still unused and unopened.
  • To effect the return, please contact us via email at ola@naturamy.com or by phone +6(03)-56324313, Monday to Friday (excluding Public Holidays) from 9am-5pm to inform us about the details of your transaction.
  • You will be required to return the product(s) to the following address:

OLA BELEZA SDN BHD

Attn: E-commerce

No 5, Jalan USJ 10/1C,

UEP Subang Jaya, 47620,

Selangor Darul Ehsan, Malaysia

  • Customers are advised to use a reliable courier service to return the products to the above-mentioned address at your own cost.
  • You can choose to either exchange with another product(s) or a refund.
  • For refunds, the customer will be credited the full value of the product, excluding delivery costs.
  • Please allow at least 3 to 5 working days (excluding Public Holidays) for us to process your refund.

 

What should I do if I receive damaged or incorrect product(s)?

  • We will arrange for a pick up to collect the product and exchange the damaged/incorrect product with the correct product or product(s).
  • However, if the product/product(s) are out of stock, a credit voucher of equal value to your purchase will be sent to your email.
  • Kindly contact us via email, ola@naturamy.com to arrange the pick-up of your product. Alternatively, you may contact our Customer Service by phone +6(03)-56324313, Monday to Friday (excluding Public Holidays) from 9am-5pm for assistance.
  • Only exchanges will be provided for damaged or mistaken product orders.

 

What should I do if I had an allergic reactions to the product I purchased online?

  • In the rare circumstances that you believe one of our products is causing you to suffer an allergic reaction to our products, please provide details of your allergic reaction & a picture to ola@naturamy.com so we can help you determine the cause of your reaction.
  • Please allow up to 5 working days for us to investigate these claims.
  • Kindly contact us via email, ola@naturamy.com to arrange the pick-up of your product. Alternatively, you may contact our Customer Service by phone +6(03)-56324313, Monday to Friday (excluding Public Holidays) from 9am-5pm for assistance.
  • You can choose to either exchange with another product(s) or a refund.
  • Please allow at least 3 to 5 working days (excluding Public Holidays) for us to process your refund.

Return & Exchange and 100% Satisfaction Guarantee?

What products are covered?

All complete Skin Care Routine:

1) Oil Control & Pore Refiner Routine (4 skus)

2) Instant Hydration Recharge Routine (4 skus)

3) Even Skin Tone Routine (4 skus)

4) Anti-sign Aging Routine: 30+ / 45+ / 60+ / 70+ (4 skus)

5) Ultimate Firmness and Elasticity Routine (5 skus)

6) Purifying and Luminous Routine (4 skus)

Return Period

Online: Within 30 days of delivery date
Retail: Within 30 days of purchase date

Return Reason

Natura guarantee the promising result for each routine. Because we care, we offer customer a 100% satisfaction guarantee for our skin care routines.

Customer is allowed to return products for exchange if she does not feel the promising results after using full skin care routine range for 28 days consecutively.

Exchange or Refund

Only product(s) exchange is allowed (equivalent value or higher)

Product Return Processes

Online:
1) Contact us via email at ola@naturamy.com or by phone +6(03)-56324313
2) Return the products to E-Commerce, Ola Beleza Sdn Bhd office OR return to Natura Sunway Store located in Sunway Pyramid.

Retail:
1) Bring the product(s) back to Natura Sunway store with proof of purchase.

Duration of Refund to be processed 

No refund is allowed. 

Product Return Condition 

Returned products must not be 100% empty, minimum 20% content remains for each product. (The correct usage of the skin care routine lasts longer than 28 days of treatment).

Limit to:
- Each customer can only make a one-time product(s) exchange.

Customer Pay

Cost of Return (delivery cost)

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