Returns & Exchanges
Our return policy
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.
Eligible returns
A replacement 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 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.
Non-returnable items
The following 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.
How to initiate a return
Contact us within 14 days
Reach us via WhatsApp (+60 11 5666 5913) or support@cellaesthetic.co.
Share your order details
Provide your order number, the item(s) affected, and the reason for the request.
Attach photographs
Clear photos of the item and packaging — essential if the product is damaged or defective.
We review within 2 business days
Our team confirms whether your request is approved.
We arrange collection
If approved, we provide the return address and arrange courier collection where applicable.
Pack securely
Repack the item 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.
Replacement process
We do not offer monetary refunds under any circumstances. In the event of an approved claim, a free replacement of the same product will be dispatched to you.
Once approved, our team will arrange dispatch 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. Where photographic evidence is sufficient, we may dispatch the replacement without requiring the original item to be returned.
Exchanges
We will send a free replacement for items confirmed as 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.
Order cancellations
All orders are final once submitted. If you need to amend your order, please contact us immediately at support@cellaesthetic.co or via WhatsApp before the order is dispatched. Once dispatched, cancellation is not possible.
Contact us
Our team is here to help with any question about your order.