Refund & Returns Policy

We want you to be fully satisfied with every purchase from ECOthetic Lube. If something isn't right, we're here to help. Please read this policy carefully before requesting a return or refund.

1. Return Eligibility

We accept returns within 7 days of delivery for the following reasons:

• The product is defective, damaged, or leaking upon arrival
• You received the wrong product (different from what you ordered)
• The product is not as described on the product page

We cannot accept returns for:

• Opened or used products (for health and safety reasons)
• Products returned more than 7 days after delivery
• Change of mind
• Products damaged due to improper use or storage by the buyer

2. How to Request a Return

1. Email us at hello@ecothetic.my within 7 days of receiving your order.
2. Include your order number, a description of the issue, and clear photos of the product and packaging.
3. We will review your request within 2 business days and provide return instructions if your claim is approved.
4. Do not return products without prior approval — unapproved returns cannot be processed.

3. Return Shipping

• If the return is due to our error (wrong item, defective product), we will arrange and cover the cost of return shipping.
• For returns due to other approved reasons, the buyer is responsible for return shipping costs.
• We recommend using a trackable shipping service. We are not responsible for items lost in return transit.

4. Refunds

• Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
• Approved refunds are processed within 5–10 business days to your original payment method.
• Original shipping fees are non-refundable unless the return is due to our error.
• Referral credits and promo discounts applied to the original order are non-refundable.

5. Exchanges

We offer exchanges for defective or wrong items. If you would prefer an exchange over a refund, please mention this when contacting us. Exchanges are subject to stock availability.

6. Cancellations

Orders may be cancelled within 1 hour of placement by contacting us at hello@ecothetic.my. Once an order has been packed or dispatched, it cannot be cancelled and must go through the return process instead.

7. Consumer Rights

Nothing in this policy limits your statutory rights under Malaysian consumer protection law, including the Consumer Protection Act 1999 and the Sale of Goods Act 1957.

8. Contact Us

For return and refund queries, please reach out:
ECOthetic Lube
Email: hello@ecothetic.my
We aim to respond within 2 business days.