Return & Refund Policy

1. Order Accuracy Before Checkout

Every item price, discount, shipping fee and tax shown at checkout is recalculated from our live catalogue at the moment you place your order, so what you are charged always matches what is actually in stock and priced at that time.

2. Our 30-Day Money-Back Guarantee

If you're not happy with a SALPZ or HALO product for any reason, you can request a return within 30 days of your purchase — no questions asked. It doesn't matter whether the product is sealed or already opened; you don't need to give us a reason or prove a defect.

Here's how it works once you request a return:

1. We may first offer you either a store-credit substitute of equal value, or an exchange for one of our spa services at Heal Oasis — whichever you'd prefer.
2. If neither of those works for you, you can choose a cash refund instead. This is always available as your final option.

To start a request, submit it via our Returns page with your order ID, or contact us using the details below.

2A. Spa Treatments, Vouchers, Packages & Promotions

The 30-Day Money-Back Guarantee above applies to retail products only. It does not apply to spa treatments, treatment vouchers, packages, prepaid credit or any promotion, whether bought online, at our branches, or through WhatsApp or social media.

• Promotional treatments and packages are final sale. Any treatment or package sold at a promotional price or with a free or bonus part — including Buy 1 Free 1, first-trial prices, bundle and package deals, flash sales, festive or launch offers, and bonus credit from top-ups — cannot be refunded in cash or in credit, in full or in part, once paid. This applies whether or not any session has been used.
• Change of mind, change of schedule, moving away, or not using a treatment within its validity period are not grounds for a refund. Free, bonus or complimentary treatments and bonus credit have no cash value.
• Regular-priced treatment vouchers are not refundable in cash. An unused, unexpired voucher may be changed to Heal Oasis credit of the amount paid.
• Prepaid credit (top-ups) is not refundable or withdrawable as cash. Bonus credit and birthday treatments that come with a top-up are complimentary and have no cash value.
• Instead of a refund, and at our discretion, we can: reschedule your appointment, let you use your treatment at another Heal Oasis branch, or — where the voucher allows it — let a family member or friend use it.
• If we are unable to provide a treatment you have paid for (for example, a branch closes and no other branch is reasonably available to you), we will refund the unused part, worked out on the promotional price you actually paid.
• These terms are shown before you pay — at our counters, on promotion materials and receipts, and on this page. Paying for a treatment, voucher, package or top-up means you accept them; no signature is needed. Nothing here limits any right you have under Malaysian law that cannot be excluded by agreement.

3. Refund Amount

• Cash refunds under the 30-Day Money-Back Guarantee are for the item price minus a 5% handling fee, and minus the original shipping fee if one was charged on your order. Store-credit and spa-service exchanges are given at full value with no fee deducted.
• Items that arrived damaged, defective, or incorrect (our fault, not a change of mind) are refunded or replaced in full, with no handling fee and no shipping fee deducted — contact us within 30 days of delivery with your order ID and photos of the issue.

4. Return Shipping

If a return is approved due to our error (wrong, damaged, or defective item), we cover return shipping. For returns made under the 30-Day Money-Back Guarantee where the product itself isn't at fault, return shipping is the customer's responsibility unless we state otherwise when your return is approved.

5. How Refunds Are Processed

Approved refunds are made to your original payment method (or, for Cash on Delivery orders, via bank transfer or e-wallet) within 14 business days of the returned item being received and inspected. The time it takes to appear in your account depends on your bank or payment provider.

6. Order Cancellations

You may request to cancel an order for a full refund any time before it has been shipped. Once an order has shipped, the return process above applies instead.

7. Distributor / Agent Orders

If you purchase as a registered distributor/agent under our Agent Program, your order is additionally governed by the refund, exchange and cooling-off terms set out in your signed Distributorship Agreement — see the Agent Program page for a summary.

8. If You Are Outside Malaysia

Orders are fulfilled from Malaysia and this Policy is governed by Malaysian law. If you are a consumer based in the European Economic Area, United Kingdom, or another jurisdiction with mandatory consumer-protection or distance-selling laws that apply regardless of this clause (such as a statutory right of withdrawal), nothing here limits those rights.

9. Contact Us

Email: healoasis1@gmail.com · Phone: +60 11-330 00930