At Astute Clinic, we are committed to delivering premium medical-grade skincare products with the highest standards of quality and care. If you experience an issue with your purchase, we are here to assist you.

Please read this Return & Refund Policy carefully before placing your order.

1. General Policy

Due to hygiene, health, and safety considerations, all skincare products sold by Astute Clinic are generally non-returnable and non-refundable once delivered, unless they qualify under this Return & Refund Policy.

By placing an order on our website, you acknowledge and agree to the terms of this policy.

2. Eligibility for Returns

A return request may be considered under the following circumstances:

• You received an incorrect product.
• The product has a manufacturing defect.
• The product has expired upon delivery.
• The product received is materially different from the item ordered.

To be eligible for a return:

• You must submit your return request within seven (7) calendar days of receiving your order.
• The product must be unused, unopened, and in its original condition, with all seals, packaging, labels, and complimentary items (if any) intact.
• Proof of purchase, such as your order confirmation or receipt, must be provided.

Please note that submitting a return request does not guarantee approval. All requests are subject to review and verification by Astute Clinic.

3. Damaged, Defective or Incorrect Orders

If your order arrives:

• damaged during delivery,
• contains an incorrect item,
• has missing item(s), or
• appears to have been tampered with,

please notify Astute Clinic within 48 hours of receiving your parcel.

To help us investigate your request promptly, please provide:

• Your order number;
• Clear photographs of:
  • the outer packaging;
  • the shipping label;
  • the product(s) received; and
  • any visible damage or issue.

Failure to notify us within 48 hours may affect our ability to investigate and process your claim with the courier.

4. Items Not Eligible for Return or Refund

For hygiene and patient safety reasons, the following items cannot be returned or refunded unless they are incorrect, damaged, or defective upon delivery:

• Opened skincare products
• Used skincare products
• Products with broken or removed safety seals
• Products damaged due to misuse, improper storage, or accidental damage
• Medical treatments or treatment packages
• Injectable products
• Prescription medications
• Gift cards or gift vouchers
• Promotional, discounted, clearance, or sale items (unless required under applicable law)

5. Return Approval

Once your return request has been reviewed and approved, our Customer Care team will provide instructions on how to return the product.

Products returned without prior approval from Astute Clinic may not be accepted.

6. Exchanges

Where a return request is approved, Astute Clinic may, at its sole discretion:

• replace the product with the correct item;
• exchange the product for the same item (subject to stock availability); or
• provide a refund where replacement is not reasonably possible.

7. Refunds

If a refund is approved, it will be processed using the original payment method.

Please allow approximately 7–14 business days for the refund to be reflected in your account, depending on your payment provider or financial institution.

Original shipping fees and other service charges are generally non-refundable unless the return is due to an error on the part of Astute Clinic.

8. Return Shipping

If the return is approved because:

• an incorrect product was supplied;
• the product is defective due to manufacturing fault; or
• the product was damaged during delivery,

Astute Clinic will bear the reasonable return shipping costs.

For any other approved return, the customer will be responsible for the return shipping charges.

We recommend using a trackable courier service, as Astute Clinic cannot be held responsible for parcels lost during return transit.

9. Medical Disclaimer

Individual skin conditions and treatment outcomes vary from person to person.

Astute Clinic does not guarantee identical results from the use of any skincare product. Personal preference, change of mind, or dissatisfaction due to individual skin response does not constitute a valid reason for a return or refund.

If you experience an unexpected skin reaction, discontinue use immediately and consult our medical team or your healthcare professional.

10. Consumer Rights

Nothing in this Return & Refund Policy limits or excludes any rights or remedies available under the Consumer Protection Act 1999 (Malaysia) or any other applicable laws. Where mandatory consumer protection laws apply, those rights shall prevail.

11. Contact Us

For any enquiries regarding returns or refunds, please contact:

Astute Clinic

• Address: DC Mall, Plaza DC, Damansara City, 6, Jalan Damanlela, 50490 Kuala Lumpur, Malaysia
• WhatsApp: +60 12-628 6283
• Email: customerservice@astuteclinic.com

Our Customer Care team will be pleased to assist you during our business operating hours.

Astute Clinic reserves the right to amend or update this Return & Refund Policy at any time without prior notice. The latest version will always be available on our website.