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Refund Policy
Returns, exchanges, cancellations and how refunds are paid back.
We want you to be happy with every Bxest product. If something is not right, here is how returns and refunds work.
1. At a glance
- 7 daysto return unopened, unused items from the day you receive them.
- 48 hoursto report a damaged, faulty or wrong item, with photos.
- 7-14 daysfor an approved refund to reach you, depending on your payment method.
Nothing in this policy limits your rights under the Consumer Protection Act 1999 (Malaysia).
2. Return eligibility
You may return an item within 7 days of delivery or collection if all of the following apply:
- It is unopened and unused, with the seal, safety wrap and hygiene stickers intact.
- It is in its original packaging with all accessories, inserts and free gifts received with it.
- You can show proof of purchase: the order number, invoice or order confirmation.
- It was bought on Bxest. Products bought from resellers or other shops must be returned to the place of purchase.
Returned items are inspected on arrival. Items that do not meet the conditions above are sent back to you at your cost, or, if you prefer, kept by us without a refund.
3. Items we cannot take back
For hygiene and safety reasons the following cannot be returned unless they arrived damaged, faulty or wrong:
- Skincare, ampoules, serums and cosmetics that have been opened, used, or whose seal has been broken.
- Trial sizes, samples, gifts with purchase and promotional bundles sold as "final sale".
- Items damaged through misuse, improper storage (for example heat or direct sunlight) or normal wear.
- Gift cards and vouchers.
A change of mind about the colour, scent or texture of an opened product is not a reason for a return. If you are unsure whether a product suits you, write to us before ordering; we are glad to advise.
4. Damaged, faulty or wrong items
If an item arrives damaged, leaking, past its expiry date or different from what you ordered, contact us within 48 hours of delivery with your order number and clear photos of the parcel, the packaging and the item. Please keep everything until the case is resolved.
We will replace the item free of charge, or refund it in full including any shipping fee you paid, whichever you prefer. Where the item has to come back to us, we arrange and pay for the collection.
5. How to request a return
- Email [email protected] or use the contact form with your order number, the item(s) you want to return and the reason. Add photos for damaged or wrong items.
- We reply within 2 business days with a return reference and instructions. Do not send anything back before you have the reference.
- Pack the item securely in its original packaging, write the return reference on the parcel, and send it to the address we give you, or hand it in at the collection centre we name.
- Keep the courier receipt and tracking number until the refund is confirmed.
- We inspect the item within 3 business days of receiving it and confirm the outcome by email.
6. How refunds are paid
Approved refunds are paid to the method used for the order. Allow 7-14 business days after our confirmation email for the money to show up; banks and card issuers set the final timing.
| You paid by | Refund goes to | Typical timing |
|---|---|---|
| Online payment (FPX, card, e-wallet) | The same bank account, card or e-wallet | 3-7 business days after confirmation |
| Cash on delivery | A Malaysian bank account you nominate | 3-5 business days after we receive your bank details |
Refunds cover the price paid for the returned item. The original shipping fee is refunded only when the return is due to our error or a damaged, faulty or wrong item. Member Business Value (BV) credited for a refunded item is reversed.
7. Exchanges
We exchange items only when they arrived damaged, faulty or wrong. For a different product, size or variant, return the eligible item for a refund and place a new order, so the new item ships without waiting for the return.
8. Cancelling an order
- You can cancel an order free of charge at any time before it is packed. Contact us with the order number; if it has already been dispatched, the return process above applies instead.
- Orders chosen for online payment that remain unpaid for 24 hours are cancelled automatically and the items go back into stock.
- We may cancel an order if an item is out of stock, the price or description was wrong, or the payment could not be verified. You will be told why and refunded in full.
9. Return shipping costs
When a return is due to our error or a damaged, faulty or wrong item, we pay for the return. For all other returns the customer pays the return shipping and is responsible for the parcel until it reaches us, so please use a tracked service.
10. Contact
Questions about a return or refund? Email [email protected], call or WhatsApp +6016 360 8300 (Monday to Friday, 9 am to 6 pm), or write to Bxest - HQ, 69-3A, Block D, Jaya One, No.72, Jalan Prof Diraja Ungku Aziz, 46200 Petaling Jaya, Selangor, Malaysia.