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Shipping, Cancellation & Refund Policy
At Renée Labo, we take pride in crafting high-quality botanical and personalised solutions. We ensure every order is packed with care and dispatched efficiently from our Kuala Lumpur studio.
1. Shipping Policy
Processing Time
- Standard Collections (Ready-to-Ship): Orders are processed and dispatched within 3–5 business days.
- Personalised Care (Custom Formulations): As these items are crafted from scratch specifically for you, please allow 14 business days for formulation and compounding before dispatch.
Domestic Shipping (Malaysia)
- We ship exclusively within Malaysia.
- We use trusted courier partners (e.g., J&T) to ensure your parcel arrives safely.
- Standard delivery usually takes 3-5 business days within Peninsular Malaysia and 5-7 business days for East Malaysia after dispatch.
- Free Shipping: We offer complimentary shipping on all orders above RM300.
International Shipping
Currently, we do not ship internationally. We look forward to expanding our reach in the future.
2. Cancellation Policy
Standard Orders
- Cancellations are accepted within 24 hours of placing the order, provided the item has not yet been shipped.
- If the item has already been dispatched, we cannot cancel the order, and you will need to follow the Return Policy below.
Personalised Care Orders
- All Personalised Care orders are final.
- Due to the bespoke nature of these products, which are formulated strictly for your individual profile, we do not accept cancellations once the order has been placed. Please review your skin profile answers carefully before checking out.
3. Refund & Return Policy
1. All Sales Are Final
- To ensure the highest standards of hygiene and product safety for all our customers, we do not accept returns, exchanges, or refunds for change of mind.
- Once a product leaves our studio, we cannot guarantee its storage conditions or safety, and therefore cannot resell it. Please review your order carefully before completing your purchase.
2. Damaged or Defective Items
- We stand behind the quality of our formulations. If your order arrives damaged, leaking, or incorrect, please contact us within 48 hours of receiving the parcel.
- Please email photos of the damaged item and the shipping box to hello@reneelabo.com.
- We will verify the issue and arrange a free replacement immediately. If a replacement is not available, a full refund will be issued.
3. Personalised Care
- As these formulations are made-to-order based on your specific skin profile, they are strictly non-refundable.
4. Skin Sensitivities
- We provide full ingredient transparency on every product page. We strongly encourage you to read the ingredients carefully to ensure they are suitable for your skin.
- As individual skin chemistries vary, we cannot offer refunds if a product does not suit your specific skin type or causes a reaction. We recommend patch-testing all new products.
Contact Us
If you have any questions regarding your order, please contact our support team at:Email: hello@reneelabo.com or WhatsApp: +60128486128.