Last updated: 24 October 2026
This policy applies to orders placed on tlabhaircare.com. Orders from other platforms follow that platform’s own return and refund policy. Nothing in this policy limits your rights under the Consumer Protection Act 1999.
1. Damaged, wrong or missing items
- Tell us within 7 days of delivery by email or WhatsApp (details below).
- Send your order number, photos of the item and parcel, and an unboxing video showing the parcel being opened. We use it to confirm the issue quickly.
- Once confirmed, we will send a replacement at no cost to you, or refund the affected item if you prefer. You don’t pay any return shipping for these cases.
2. 60-day money-back guarantee
Used a product as directed and not happy with the results? You can claim a refund within 60 days of delivery. The full conditions are on our 60-day money-back guarantee page.
3. Change of mind
- Unopened, unused items in their original packaging can be returned within 14 days of delivery.
- For hygiene reasons, opened or used items can’t be returned for change of mind (see the money-back guarantee instead).
- Return shipping for change-of-mind returns is paid by the customer. The original shipping fee is not refunded.
- We don’t offer exchanges. Please return the item and place a new order.
4. Cancelling an order
You can cancel for a full refund before your order is shipped. Contact us as soon as possible with your order number. Once shipped, the order follows sections 1–3 above.
5. How refunds are paid
- Approved refunds are paid to your original payment method (for FPX, back to your bank account) within 14 working days of approval.
- We’ll confirm by email or WhatsApp when your refund is approved and when it’s sent.
- Discounts already applied and free gifts are deducted from the refund if the gift isn’t returned.
6. Contact us
Email: trinovatelab@gmail.com · WhatsApp: +60 14-584 5044
Trinovate Lab Group Sdn. Bhd. (202501011105)
F-0-10, Kedai PPR Batu Muda, Jalan 1/12, Kampung Batu Muda, 51100 Kuala Lumpur