CUSTOMER CARE
This Return & Refund Policy ("Policy") applies to all retail products and treatment packages purchased from Ha'Labo Sdn. Bhd. (Company No. 1299403-P) ("Ha'Labo", "we", "our" or "us") through any of our outlets in Malaysia or our official sales channels.
At Ha'Labo, we are committed to providing high-quality products, professional hair and scalp care services, and a positive customer experience. Please read this Policy carefully before making your purchase.
By purchasing any product or treatment package from Ha'Labo, you acknowledge that you have read, understood and agreed to this Policy.
Retail products may be returned or exchanged within 7 calendar days from the date of purchase, provided that:
All returned products are subject to inspection by Ha'Labo before approval.
If you receive a product that is damaged, defective or differs from your purchase, please notify us within 48 hours from the date of purchase or delivery.
Upon verification, Ha'Labo will replace the item with the same product or an equivalent product at no additional charge.
The following items are not eligible for return, exchange or refund:
Customers are advised to carefully consider their purchase before confirming any treatment package, as treatment packages are generally non-refundable once payment has been made.
Treatment packages are purchased based on promotional pricing, reserved treatment capacity, professional consultation and personalised treatment planning. Therefore, treatment packages are generally non-refundable once purchased.
The following terms apply:
Treatment outcomes vary from person to person depending on individual scalp condition, hair condition, medical history, genetics, lifestyle, age and compliance with the recommended treatment programme and home care regimen.
While Ha'Labo is committed to providing professional consultation, quality products and services, no specific treatment outcome or hair growth result can be guaranteed. Dissatisfaction with treatment results alone shall not constitute grounds for cancellation, refund, compensation or any other claim.
By purchasing a treatment package, the customer acknowledges that he or she has received a consultation, understands the recommended treatment plan, package validity, pricing and this Return & Refund Policy before completing the purchase.
Any request for cancellation, transfer or refund due to exceptional circumstances will be reviewed solely at the discretion of Ha'Labo Management. Approval of any exception shall not constitute an obligation or precedent for future cases.
For eligible retail product returns or exchanges, customers may:
Our team will verify your purchase and advise you on the next steps.
Where a refund has been exceptionally approved by Ha'Labo, it will be processed to the original payment method within 14 working days after approval.
Delivery charges, courier fees, bank charges and payment processing fees (where applicable) are non-refundable unless the return is due to an error by Ha'Labo or a verified defective product.
Customers are responsible for:
Failure to follow professional advice or the recommended treatment programme may affect treatment outcomes.
Ha'Labo reserves the right to:
The latest version published on the official Ha'Labo website shall prevail.
Nothing in this Policy excludes, restricts or modifies any rights or remedies that customers may have under the Consumer Protection Act 1999 (Malaysia) or any other applicable laws where such rights cannot legally be excluded.
Ha'Labo Sdn. Bhd.
Company No.: 1299403-P
📞 WhatsApp / Call: +60 17-623 4101
🕙 Operating Hours: Daily, 10:00 AM – 8:00 PM
Visit any of our outlets:
Questions? We are happy to help.
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