Return & Refund Policy
Last updated: 26 June 2026
Thank you for shopping with Lavier International Sdn Bhd through thelavier.com. We want you to have a smooth and clear shopping experience. Please read this Return & Refund Policy before placing an order.
By purchasing from our website, you agree to this policy.
1. General Policy
We accept return, refund, or exchange requests only under the conditions stated in this policy.
Due to the nature of wellness, supplement, skincare, beauty, personal care, or consumable products, we may not be able to accept returns for opened, used, consumed, damaged, or tampered products unless the item is defective, damaged during delivery, wrongly sent, or materially different from what you ordered.
Nothing in this policy is intended to limit your rights under applicable Malaysian consumer protection laws.
2. Eligible Return Reasons
You may request a return, replacement, exchange, or refund if:
You received the wrong product
The product received is damaged during delivery
The product is defective
The product is materially different from what was ordered
There is a missing item from your order
The product received has expired at the time of delivery
3. Non-Returnable & Non-Refundable Items
Unless required by law or approved by us, we do not accept returns or refunds for:
Products that have been opened, used, consumed, or tested
Products with broken seal, damaged packaging, or missing labels caused after delivery
Products damaged due to customer handling, storage, misuse, or negligence
Change of mind after the order has been processed or shipped
Incorrect product purchased by the customer
Incorrect delivery information provided by the customer
Free gifts, samples, promotional items, or clearance items
Products returned without proof of purchase
Products returned without prior approval from our customer service team
4. Return Request Timeframe
Please inspect your order once it is received.
For damaged, defective, wrong, missing, or expired items, please contact us within 48 hours of receiving the parcel, or as soon as reasonably possible.
Your request should include:
Order number
Full name and contact number
Photos or videos of the product, parcel, airway bill, packaging, and issue
A short description of the problem
Requests submitted without clear supporting evidence may take longer to process or may be rejected if we are unable to verify the issue.
5. Return Condition
Returned products must be in their original condition, unused, unopened, and with all original packaging, labels, accessories, free gifts, and documents included, unless the product is defective or damaged.
Please do not return any product before receiving return instructions from our customer service team.
6. Return Shipping Cost
If the return is due to our error, such as wrong item, defective item, damaged item, expired item, or a product that is materially different from what was ordered, we will bear the reasonable return or re-delivery cost.
If the return is approved for other reasons, the customer may be responsible for return shipping costs.
7. Inspection & Approval
Once we receive the returned product, we will inspect it to verify the issue and confirm whether the return, refund, replacement, or exchange is approved.
We reserve the right to reject a return or refund request if:
The product does not meet the return conditions
The product has been opened, used, consumed, tampered with, or damaged after delivery
The issue cannot be verified
The request is submitted outside the required timeframe
The product was purchased from another seller, platform, or unauthorised third party
8. Refund Method & Processing Time
Approved refunds will be processed using the available refund method, which may include the original payment method, bank transfer, store credit, or another method agreed by us.
Refund processing time may take 7 to 14 business days after approval, depending on the payment provider, bank, or internal processing requirements.
Shipping fees, transaction charges, or service fees may not be refundable unless the return is due to our error or required by law.
9. Exchange or Replacement
For approved cases, we may offer a replacement or exchange instead of a refund, depending on product availability.
If the same product is unavailable, we may offer an alternative product, store credit, or refund.
10. Allergic Reaction or Product Suitability
Individual results and reactions may vary. For wellness, skincare, supplement, beauty, or personal care products, please read the product details, ingredients, usage instructions, and warnings before purchase and use.
If you have allergies, are pregnant, breastfeeding, taking medication, under medical treatment, or have any health condition, please consult a qualified healthcare professional before using the product.
Refunds may not be provided for product suitability, preference, taste, smell, texture, or individual reaction unless the product is proven defective, wrongly supplied, expired, or required by law.
11. Incorrect Address or Failed Delivery
Please ensure your delivery details are correct before confirming your order. We are not responsible for failed delivery due to incorrect address, incomplete information, unreachable recipient, or failure to collect the parcel on time.
If a parcel is returned to us due to customer-provided incorrect details or failed delivery, additional delivery charges may apply for re-delivery.
12. How to Request a Return or Refund
To request a return, refund, exchange, or replacement, please contact us through our official customer service channel stated on our website.
Please provide your order number, contact details, explanation of the issue, and clear supporting photos or videos.
Lavier International Sdn Bhd
Registration No.: 201801020088 (1282107-W)
Address: 17-4, Jalan USJ Sentral 1, Subang Jaya, Selangor
