Refund & Return Policy
At Xnowé, customer satisfaction, product safety and fair treatment are important to us. This Refund & Return Policy explains the circumstances in which a refund, replacement or return may be requested.
Due to hygiene and safety considerations, skincare and personal-care products generally cannot be returned once they have been opened, used or dispatched, except in the eligible circumstances stated in this Policy or where otherwise required under applicable Malaysian law.
Nothing in this Policy excludes or limits any consumer rights or remedies that cannot legally be excluded under Malaysian law, including the Consumer Protection Act 1999.
1. General Conditions
All refund, replacement and return requests must:
Be submitted within the applicable timeframe stated in this Policy;
Include a valid Xnowé order number, receipt or other acceptable proof of purchase;
Include a clear explanation of the issue;
Include the photographs, videos, medical documents or other evidence reasonably required for verification;
Receive written approval from Xnowé Customer Service before any product is returned; and
Comply with the return instructions and deadline provided by Xnowé.
Submitting a request does not automatically guarantee approval.
Each request will be assessed based on:
The nature of the reported issue;
The information and evidence provided;
The condition and remaining quantity of the product;
The customer’s reported usage;
The time taken to report the issue;
The applicable promotional or bundle conditions;
This Policy; and
Applicable Malaysian law.
Products sent to Xnowé without prior written approval may be rejected and returned to the customer at the customer’s cost.
2. Change of Mind, Personal Preference and Product Results
Unless otherwise required under Malaysian law, Xnowé does not provide refunds, returns or replacements solely because of:
A change of mind;
Personal preference;
Dissatisfaction with the product’s results;
Results not meeting the customer’s personal expectations;
Dislike of the product’s texture, scent, colour, packaging or appearance;
Incorrect product selection by the customer;
Individual preference regarding how a product feels on the skin;
Failure to follow the recommended usage instructions;
Incompatibility with another product used by the customer;
A customer no longer wanting or needing the product; or
A product being fully or substantially used before the request is submitted.
Skincare results may vary between individuals due to skin type, lifestyle, consistency of use, application method, other products used and individual skin conditions. A difference in individual results does not, by itself, mean that the product is defective.
3. Wrong Product Received
If Xnowé sends a product that is different from the product stated in the confirmed order, please contact Xnowé Customer Service within seven (7) calendar days after receiving the parcel.
The customer must provide:
A valid order number or proof of purchase;
A clear photograph of the courier label;
Clear photographs or videos of the parcel and the product received; and
Any other information reasonably required to verify the issue.
The incorrect product must not be opened, used, damaged or disposed of.
Once verified, Xnowé may arrange for:
The correct product to be delivered;
A replacement;
A refund of the affected product value; or
Another appropriate remedy agreed with the customer.
Xnowé will bear reasonable return shipping costs for a verified wrong-product case.
4. Product Damaged During Delivery
If a product is damaged or leaking when delivered, please contact Xnowé Customer Service within seven (7) calendar days after receiving the parcel.
The customer must retain and provide:
The affected product;
The parcel and original packaging;
The courier label;
Clear photographs or an unedited unboxing video showing the condition of the parcel and product; and
A valid order number or proof of purchase.
The affected product must not be used or disposed of while the request is being reviewed.
Once verified, Xnowé may provide a replacement, refund or another appropriate remedy.
Xnowé will bear reasonable return shipping costs where the product must be returned for inspection.
5. Defective Product
If a product is reasonably believed to be defective, the customer should stop using it and contact Xnowé as soon as reasonably possible after discovering the issue.
For faster investigation, customers are encouraged to report visible or immediately apparent defects within seven (7) calendar days after receiving the product.
The customer must provide:
A valid order number or proof of purchase;
Clear photographs or videos showing the reported defect;
A photograph of the product’s batch number and expiry date, where available;
A description of how the product was stored and used; and
Any other relevant information reasonably required for verification.
Xnowé may require the product, its container and its remaining contents to be returned for inspection.
If the reported defect is verified, Xnowé may provide a replacement, refund or another remedy required under applicable Malaysian law.
The seven-day reporting period for immediately apparent issues does not exclude any mandatory consumer right that may apply to a defect that could not reasonably have been discovered within that period.
6. Skin Sensitivity or Allergic Reaction
A customer who experiences a genuine skin sensitivity or allergic reaction after using a Xnowé product may submit a request within thirty (30) calendar days from the date the order was delivered.
To qualify for review, the customer must:
Stop using the affected product immediately after the reaction occurs;
Contact Xnowé within the 30-day period;
Provide a valid order number or proof of purchase;
Provide clear, dated photographs of the affected area;
State the date of first use and the date the reaction first appeared;
Explain how often, how much and where the product was applied;
Provide a list of other skincare, cosmetics or treatments used during the same period;
Provide relevant medical information or documents if reasonably requested;
Retain the product, container, batch information and remaining contents; and
Return the affected product if instructed by Xnowé.
For higher-value, unclear, severe or disputed claims, Xnowé may require an official medical report or doctor’s note from a registered medical practitioner stating the diagnosis and the reasonably suspected relationship between the reported reaction and the product.
A customer should seek appropriate medical attention immediately if the reaction is serious. This Policy is not a substitute for medical advice.
A sensitivity or allergic-reaction request may be rejected where:
The request is submitted outside the 30-day period;
The customer continued using the product after the reported reaction;
The product was fully or substantially used after the reaction occurred;
The product or remaining contents were disposed of or cannot be inspected;
The amount remaining is not reasonably consistent with the reported usage;
There is insufficient evidence of an adverse reaction;
The customer refuses to provide reasonably requested information;
The product appears to have been misused, contaminated, altered or improperly stored;
The reaction may reasonably be connected to another product, treatment or misuse and there is insufficient evidence to establish the claim; or
The request is based only on dissatisfaction, personal preference or lack of desired results.
Each request will be assessed individually. Submission of photographs or medical documents does not automatically guarantee a refund.
Where a claim is verified and approved, Xnowé may provide a refund, replacement or another appropriate remedy, depending on the circumstances and applicable law.
7. Condition of Returned Products
All approved returns must include:
The correct product;
The original product container;
Any remaining product contents;
The batch number and expiry information, where available;
The original packaging, where reasonably available;
The order number or proof of purchase; and
Any related promotional item or free gift that Xnowé requires to be returned.
The amount of product remaining must be reasonably consistent with the customer’s reported usage and the date on which the issue allegedly occurred.
Unless otherwise required under applicable law, the following may not qualify for a refund or replacement:
Empty containers;
Products that have been fully or substantially used;
Products that continued to be used after an adverse reaction or defect was discovered;
Products that have been refilled, mixed, diluted, altered or contaminated;
Products damaged due to improper storage or misuse;
Products with removed or altered batch information;
Products different from the product approved for return; or
Products that cannot reasonably be inspected or verified.
Normal and reasonable use before a hidden defect or reaction becomes apparent will be considered during the assessment.
8. Return Approval and Return Deadline
If a return is approved, Xnowé will provide written return instructions.
The customer must:
Pack the product securely;
Use the courier or return method instructed or approved by Xnowé;
Send the product within seven (7) calendar days from the date the return instructions are issued; and
Provide a valid courier tracking number within the same seven-day period.
If the product is not sent and no valid tracking number is provided within seven (7) calendar days, the return approval will automatically expire.
A later request will be treated as a new request and reassessed based on:
The original eligibility period;
The condition of the product;
The reason for the delay;
The evidence available; and
This Policy.
If the customer cannot meet the return deadline, an extension must be requested before the deadline. Any extension is valid only if approved by Xnowé in writing.
The absence of repeated reminders from Xnowé does not extend the return deadline or keep a return approval open indefinitely.
9. Inspection and Verification
Receiving a returned product does not automatically mean that the refund or replacement has been approved.
After receiving the returned product, Xnowé may inspect:
The identity of the product;
The batch number and expiry date;
The remaining product quantity;
The condition of the product and container;
The consistency between the returned product and the reported issue;
Evidence of contamination, alteration, misuse or improper storage;
The customer’s reported usage timeline; and
Any supporting photographs, videos or medical documents.
Xnowé may request additional reasonable information before completing the review.
If the returned product does not match the approved request or does not satisfy the conditions of this Policy, Xnowé may reject or reasonably adjust the requested remedy, subject to applicable Malaysian law.
10. Refund Amount
Unless otherwise required under applicable Malaysian law, an approved refund will be limited to the amount actually paid for the affected product after discounts.
The following are generally not refundable:
Original delivery charges where the order was correctly fulfilled;
Express or optional delivery charges;
Voucher values;
Membership points;
Promotional credits;
Free gifts;
Samples; and
Products in the same order that are not affected by the approved claim.
If the affected product was purchased as part of a bundle, set or promotion, the refund will be calculated based on the actual promotional value allocated to that product, rather than its normal individual retail price.
Xnowé may reasonably recalculate the order where refunding one product causes the remaining order to no longer qualify for a bundle discount, gift or promotion. Any recalculation or deduction will be disclosed to the customer.
11. Free Gifts and Promotional Items
Free gifts or promotional items associated with an approved return may also need to be returned.
If a required free gift or promotional item:
Has been used;
Is damaged;
Is missing; or
Is not returned,
Xnowé may deduct its disclosed retail value or the value reasonably allocated to it from the refund, where lawful and reasonable.
Samples that cannot reasonably be returned may be excluded from this requirement at Xnowé’s discretion.
12. Refund Processing Time
Approved refunds will be processed within seven to fourteen (7–14) working days after:
The returned product has been received;
The inspection has been completed;
All required evidence has been received; and
The refund has received final approval.
Refunds will normally be made through the original payment method.
Actual receipt of the refund may take longer depending on the customer’s bank, card issuer, payment provider or e-commerce platform. Delays caused by third-party payment providers are outside Xnowé’s direct control.
Where a refund to the original payment method is not reasonably possible, Xnowé may request the information required to process the refund through another agreed method.
13. Return Shipping Costs
Xnowé will bear reasonable return shipping costs for verified cases involving:
A wrong product sent by Xnowé;
A product damaged during delivery;
A verified defective product; or
An approved skin-reaction case where Xnowé confirms in writing that return shipping will be covered.
For a return approved only as a special or goodwill arrangement, return shipping costs will be borne by the customer unless Xnowé confirms otherwise in writing.
Customers must not use an unapproved cash-on-delivery service.
Xnowé is not responsible for:
Parcels sent without tracking;
Parcels sent to the wrong address;
Unapproved courier charges;
Loss caused by incorrect customer details;
Products damaged because of inadequate return packaging; or
Returns sent without prior written approval.
Customers should retain the courier receipt and tracking information until the case is completed.
14. Non-Refundable and Non-Returnable Situations
Unless otherwise required under applicable Malaysian law, Xnowé does not accept refunds, replacements or returns for:
Change of mind;
Personal preference;
Dissatisfaction with results without evidence of a defect or qualifying reaction;
Individual skin incompatibility without adequate evidence of an adverse reaction;
Products fully or substantially used before the request was submitted;
Products used after a reported adverse reaction or defect;
Products disposed of or unavailable for inspection;
Requests submitted outside the applicable timeframe;
Returns sent after the approved return deadline;
Returns sent without prior written approval;
Products purchased from an unauthorised seller;
Products without valid proof of purchase;
Products damaged through misuse, improper storage or failure to follow instructions;
Products mixed with, transferred into or contaminated by another substance;
Products with altered, removed or unreadable batch information;
Complimentary samples or free gifts, unless defective and a remedy is required by law;
Clearance or final-sale products, except where defective, damaged, incorrectly supplied or otherwise covered by mandatory law; or
Fraudulent, misleading, inconsistent or unsupported claims.
15. Products Purchased Through Third-Party Platforms or Retailers
If a product was purchased through Shopee, TikTok Shop, another online marketplace, an authorised retailer or an event organiser, the customer may also be required to follow that platform’s or retailer’s dispute and return procedure.
Xnowé may request proof showing that the product was purchased from Xnowé or an authorised Xnowé seller.
Refunds for payments collected directly by a third-party platform may need to be processed through that platform.
This does not exclude any mandatory right available to the customer under applicable Malaysian law.
16. Special and Goodwill Arrangements
Xnowé may, at its discretion, offer a refund, replacement, exchange, credit or return outside the normal eligibility conditions as a one-time goodwill arrangement.
A goodwill arrangement:
Does not mean that Xnowé admits that the product is defective;
Does not create an ongoing right or entitlement;
Does not amend this Policy for future purchases;
Does not set a precedent for another customer or order; and
Remains subject to all written conditions and deadlines communicated by Xnowé.
If the customer does not complete the required action within the stated deadline, the goodwill arrangement will expire.
If no specific deadline was stated, the customer must complete the required action within a reasonable time after receiving the instructions.
Failure to return the product, provide the required evidence or otherwise complete the conditions within a reasonable time may result in the goodwill arrangement being withdrawn or treated as expired.
The absence of reminders or follow-up messages from Xnowé does not mean that a goodwill arrangement remains open indefinitely.
17. Refused, Unclaimed and Undeliverable Parcels
If a parcel is refused, unclaimed or returned because the customer provided an incorrect or incomplete address, failed to collect the parcel or was unavailable to receive it:
The original shipping fee is not refundable;
Any return-to-sender or redelivery charges may be deducted from the refund or charged to the customer;
Any approved refund will be calculated only after the parcel is returned and inspected; and
Products that cannot be safely resold for hygiene, temperature, contamination or storage reasons may not qualify for a refund, unless otherwise required by law.
This section does not apply where the delivery failure was caused solely by Xnowé’s error.
18. Order Cancellation
An order cancellation may be requested before the order has been packed, processed or handed to the courier.
Cancellation requests are not guaranteed.
Once an order has been processed or dispatched, it cannot be cancelled and will be subject to this Refund & Return Policy.
Any non-refundable payment-processing or platform fee may be deducted only where permitted by law and clearly disclosed to the customer.
19. Suspected Abuse or Fraud
Xnowé may investigate and reject a request where there are reasonable grounds to believe that it involves:
False or altered evidence;
A product not purchased from Xnowé or an authorised seller;
A different product being returned;
Deliberate damage;
Repeated misuse of refund or return procedures;
Misrepresentation of usage, delivery or product condition; or
Any fraudulent activity.
Xnowé may restrict future goodwill arrangements or report suspected unlawful activity to the relevant platform, payment provider or authority.
This section does not affect a customer’s legitimate statutory rights.
20. Policy Changes
Xnowé may update this Policy from time to time to improve its processes or comply with legal and operational requirements.
The version applicable to a request will generally be the version in effect at the relevant time, subject to applicable law and any specific written arrangement previously agreed between Xnowé and the customer.
Each updated version should display its effective date and policy version.
21. Contact Us
For refund, replacement and return enquiries, please contact:
Email: xnoweco@gmail.com
Whatsapp：+6010 240 9131
📍Address:
XNOWE ENTERPRISE
21 Jalan Hang Tuah 28
Taman Skudai Baru
81300 Skudai, Johor
Malaysia
Please do not return any product to the address above unless you have first received written approval and return instructions from Xnowé Customer Service.
If you experience an issue with a Xnowé product, we will review your request fairly based on the available evidence, this Policy and applicable Malaysian law.