Beauty services cannot be "returned", so fairness here needs its own rules. This page sets out exactly when Cleanozh Beauty Studio Sdn. Bhd. corrects work, credits your account or refunds your money.
Services: our correction-first approach
If you are unhappy with a result, contact us within 72 hours of your appointment. Our first response is always a free correction by a senior artist — in our experience this resolves nearly every case, because most issues (a poking lash, an uneven curl) are quick fixes.
If a correction is not possible or fails to resolve the issue, we will offer, in this order:
- a studio credit for the full value of the service, valid 12 months; or
- a refund to your original payment method where the service demonstrably fell short of professional standards.
Refund decisions are made within seven days of your report and paid within 14 days of approval. Change of heart about a style you approved during consultation is not a refund ground — but we will still help you adjust it at a fair price.
Reactions and sensitivities
If you experience a genuine adverse reaction, contact us immediately. Where a patch test was offered and declined, refunds are at our discretion; where we failed to offer one, you receive a full refund and we cover the removal. Your health comes before the ledger either way — removal in reaction cases is always free.
Retail aftercare products
- Unopened products in original packaging: full refund or exchange within 14 days with receipt.
- Opened products: exchange only, and only for verified manufacturing faults, within 30 days.
- For hygiene reasons, opened spoolies, cleansing foams and any item that touches the eye area cannot be returned unless faulty.
Deposits and prepayments
Deposits follow the cancellation windows in our Terms & Conditions: refundable in full when you cancel more than 24 hours ahead, otherwise applied as the late-cancellation fee.
Gift cards
Gift cards are not redeemable for cash and are non-refundable once purchased, except where required by Malaysian consumer law. An unused, in-date gift card may be transferred to another person free of charge — just tell us the new holder's name.
How to make a claim
Email [email protected] with your name, appointment date and a short description (photos help enormously), or call +60 12-772 4185. Every claim gets a human reply within two business days.
Nothing in this policy limits your statutory rights under the Consumer Protection Act 1999 of Malaysia.