Skip to content Due to the nature of our skincare products and strict hygiene standards, all sales are final and we do not offer refunds. We are unable to accept returns or issue monetary refunds under any circumstances.
However, we stand fully behind the quality of every product we ship. If you have received a wrong item, a defective product, or a damaged shipment, we will send you a free replacement — at no cost to you.
No refunds policy: Cell Aesthetic Sdn Bhd does not offer monetary refunds under any circumstances. By completing a purchase, you acknowledge and agree to this policy. We encourage you to contact us before buying if you have any questions.
Before you buy: We strongly encourage you to reach out via WhatsApp or email before purchasing if you have any questions about product suitability. Our team is happy to help.
A return request may be approved in the following circumstances:
- Wrong item received — you received a product different from what you ordered
- Defective or damaged product — the product arrived broken, leaking, or physically damaged
- Expired product — the product received has passed its expiry date
- Missing items — your order arrived incomplete
All return requests must be submitted within 14 days of the delivery date. Items must be in their original, unopened condition with all original packaging, seals, and accessories intact.
The following items cannot be returned or exchanged under any circumstances:
- Opened, used, or partially consumed products
- Products with broken seals or removed packaging
- Products purchased during promotional sales or with discount codes (unless defective)
- Gift cards and digital vouchers
- Pre-order items (unless defective or incorrectly sent)
- Products marked as final sale
For hygiene and safety reasons, we are strictly unable to accept returns for opened skincare products, vials, or serums — even if unused. Please inspect your delivery carefully before opening any product.
- Contact us within 14 days of delivery via WhatsApp (+60 11 5666 5913) or email (support@cellcare.online)
- Provide your order number, the item(s) you wish to return, and the reason for the return
- Attach clear photographs of the item and packaging, particularly if the product is damaged or defective
- Our team will review your request within 2 business days and confirm whether it is approved
- If approved, we will provide the return address and arrange courier collection where applicable
- Pack the item securely in its original packaging before handing it to the courier
Please do not return items without prior approval — unapproved returns will not be processed and will be returned to sender at their cost.
We do not offer monetary refunds under any circumstances. In the event of an approved return, a free replacement of the same product will be dispatched to you.
Once your return request is approved, our team will arrange for the replacement to be dispatched within 7 business days. You will receive a new tracking number by email once it is on its way.
If the original product needs to be returned to us before the replacement is sent, we will provide a prepaid return label and courier instructions. In cases where photographic evidence is sufficient, we may dispatch the replacement without requiring the original item to be returned.
We will send a free replacement for items that are confirmed defective, damaged, or incorrectly sent. We do not accept exchanges for change-of-mind purchases, and no refund will be issued in lieu of a replacement.
To request a replacement, contact us within 14 days of delivery with your order details and clear photographs of the issue. Once approved, the replacement will be dispatched within 7 business days.
All orders are final once submitted. If you need to amend your order, please contact us immediately at support@cellcare.online or via WhatsApp before the order is dispatched. Once dispatched, cancellation is not possible.
