Refund policy

At LasurLab, we take great care to ensure every order is packed correctly and arrives in good condition. Due to the hygiene and safety requirements of skincare, body care and hair care products, we currently only accept returns, replacements or refunds under the circumstances outlined below.

What Items Are Eligible for Return or Refund?

You may contact us within seven (7) days of receiving your order if:

(i) You received an incorrect item
If the product received is different from the product stated in your original order, LasurLab will arrange the appropriate replacement. LasurLab will be responsible for reasonable return and redelivery shipping costs.

(ii) You received a damaged or defective item
If your product arrives damaged, leaking, defective or otherwise unusable, please contact us with clear photographs or videos showing the issue. Once verified, we will arrange a replacement or refund where appropriate.

(iii) An item is missing from your order
If an item included in your confirmed order is missing from the parcel, please contact us so that we can investigate and arrange an appropriate resolution.

Non-Returnable Items

For hygiene and product safety reasons, we are unable to accept returns or refunds due to change of mind once skincare, body care or hair care products have been opened, used or had their seals removed.

To be eligible for a return, products must generally be:

• Unused and unopened;
• In their original condition;
• In their original packaging with seals intact; and
• Accompanied by proof of purchase.

IMPORTANT: Free gifts, complimentary products, samples and promotional gifts are not eligible for return, exchange or cash refund unless they were received damaged or defective.

This policy does not limit any rights or remedies that cannot be excluded under applicable Malaysian consumer law.

How Do I Request a Return or Refund?

Please contact the LasurLab Customer Service Team via WhatsApp at +60174211680 within seven (7) days of receiving your order.

Please provide:

• Your full name;
• Order number;
• Email address and phone number used for the order;
• Name of the affected product;
• Reason for the request; and
• Clear photographs or videos showing the product, packaging and issue.

Providing complete information will help us review your request more efficiently.

Return Procedure

Once we receive your request, our team will review the information provided and contact you within three (3) working days with further instructions.

Please do not return any products before receiving return instructions from LasurLab.

Where a physical return is required, the product must be returned in the condition specified by our Customer Service Team. Once the returned item has been received and inspected, we will notify you whether your return has been approved.

Refunds

If your refund is approved, it will be processed to the original payment method, where reasonably possible.

Please note that after a refund has been issued by us, the time required for the funds to appear in your account may vary depending on your bank, card issuer or payment provider.

Original shipping charges are generally non-refundable unless the return results from an incorrect, damaged or defective item supplied by LasurLab, or where otherwise required by applicable law.

Return Shipping Costs

Where the return is caused by an incorrect, damaged or defective product supplied by LasurLab, we will bear the reasonable return shipping costs.

For any other return accepted at our discretion, the customer may be responsible for the applicable return and redelivery shipping costs.

Order Issues

Please inspect your order as soon as it arrives. If there is an issue with your parcel, contacting us promptly with photographs or videos of the parcel and products will help us investigate the matter.

For assistance with your order, please contact:

LasurLab Customer Service
WhatsApp: +60174211680
Country: Malaysia

Last updated: August 2026