Return & Refund Policy

This Returns & Refunds Policy explains the conditions and procedures for requesting a return, refund or exchange for products purchased from ALS Fragrance through https://alsfragrance.com.my.
1. Return Eligibility
Returns may be requested under the following circumstances:
  • The product received is damaged or defective.
  • The wrong product was delivered.

    Returned products should remain unused, unopened and in their original packaging, where reasonably possible. All requests are subject to review and verification.

2. Reporting an Issue
Customers are requested to notify us of any damaged, defective or incorrect product, or suspected allergic reaction, within 48 hours of delivery.
Please email alsfragrance.support@gmail.com or contact us through the “Whatsapp Button” feature. Include your order number, a description of the issue and relevant photographs or supporting documents where applicable.
Late reports may affect our ability to investigate the issue. However, applicable rights under Malaysian law will not be excluded solely because the reporting period has passed.
3. Refunds
Where a replacement or exchange is unavailable or unsuitable, a refund may be arranged in accordance with applicable law and the circumstances of the case.
Approved refunds will generally be returned through the original payment method within 14 working days of approval.
Delivery charges are generally non-refundable, except where the return results from a defective, damaged or incorrect product, or where otherwise required by law.
5. Non-Returnable Items
For hygiene and safety reasons, we generally do not accept returns for:
  • Products that have been opened or used, except where required by law or necessary to assess a product defect.
  • Products returned without their original packaging or in an altered condition, where this affects eligibility.
  • Samples, gift cards, promotional items and gifts with purchase (GWP), except where required by law.

    These exclusions do not affect any statutory rights that customers may have under Malaysian law.

6. Return Procedure
To request a return or exchange:
  1. Contact us through alsfragrance.support@gmail.com or the “Whatsapp Button” feature.
  2. Provide your order number, the reason for your request and supporting evidence.
  3. Follow the return instructions provided by our customer service team.
For approved claims involving defective, damaged or incorrect products, we will arrange return collection or provide appropriate return instructions at no additional cost.
For other approved returns, customers may be responsible for return shipping charges, where applicable.
7. Policy Updates
We may revise this Policy from time to time. The applicable terms will be determined in accordance with applicable law and the terms agreed upon at the time of purchase.
8. Governing Law
This Policy is governed by the laws of Malaysia, including applicable consumer protection legislation. Nothing in this Policy limits any rights that cannot legally be excluded or waived.
9. Contact Us
For return, refund or exchange inquiries, please contact:
ALS Fragrance Enterprise
Website: https://alsfragrance.com.my
Email: alsfragrance.support@gmail.com