Exchange & Refund
1. What is our Exchange & Refund policy?
innisfree Online Mall appreciates your continuous support and we accept product exchange & refund following the Terms & Conditions as the table below.
| Type | Product Condition | Exchange | Refund | Redelivery | Validity Period |
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| Change of Mind | * New, unopened, unused * Product Sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information / packaging only * Complete (free gifts, accessories, original packaging) |
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Within 15 working days upon receiving, not applicable to promotional items |
| Opened / Unused / Incomplete content/component. |
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| Damaged Item(s) | * Product Sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information / packaging only * Complete (free gifts, accessories, original packaging) |
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Within 15 working days upon receiving. |
| Incorrect Item(s) | * New, unopened, unused * Product Sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information / packaging only * Complete (free gifts, accessories, original packaging) |
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| Missing Item(s) | - |
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| Skin Reaction | Used less than 1/3 of the amount |
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Within 30 working days upon receiving with evidential documents from skin specialist. |
| Promotional Item(s) | Follow the product condition for each type of return as mentioned above. |
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Within 15 working days upon receiving with reasons (Damaged Item(s), Incorrect item(s), Missing item(s). |
| Type | Product Condition | Exchange | Refund | Redelivery | Validity Period |
|---|---|---|---|---|---|
| Change of Mind |
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✔ | ✖ | ✖ | Within 15 working days upon receiving, not applicable to promotional items |
| Opened / Unused / Incomplete content/component. | ✖ | ✖ | ✖ | Within 15 working days upon receiving, not applicable to promotional items | |
| Damaged Item(s) |
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✔ | ✔ | ✔ | Within 15 working days upon receiving, not applicable to promotional items |
| Incorrect Item(s) |
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✔ | ✔ | ✖ | Within 15 working days upon receiving |
| Missing Item(s) | - | ✔ | ✔ | ✔ | Within 15 working days upon receiving |
| Skin Reaction | Used less than 1/3 of the amount | ✔ | ✔ | ✖ | Within 30 working days upon receiving with evidential documents from skin specialist. |
*Exchange is only allowed same valued or lower value items.
*For change of mind case, customer is required to arrange good return to the shared address under own cost and arrangement
2. How do I return an online purchase?
Step 1:
You can get in touch with our Customer Service (cs_my@innisfree.com) to exhange / get refund on any goods within the validity period as mentioned above and include the following details in your enquiry:
- Order Number
- Order Receiving Date
- Name of the Item
- Product Condition
- Reason of Return
- Photo Evidence
Step 2:
Customer service representative will process the exchange / refund enquiry within 3 working days and inform customer with the return status.
Step 3:
[Change of Mind]: Customer is required to return the item(s) under own cost/arrangement to the shared address within 14 working days and share with customer service representative on the parcel tracking number.
[Damaged/Incorrect Item]: Customer service representative will arrange shipping company to collect the products from you at the arranged time within 14 working days.
[Missing Item]: Customer service representative will arrange shipping company to redelivery the missing item to you within 14 working days.
Step 4:
If you are entitled to a refund, we will process the calculated refund within 14 working days of receiving the returned item/parcel.
If you are entitled to a exchange, customer representative will contact with you on the product exchange and arrange delivery within 14 working days of receiving your exchange confirmation
Important Note: Please note that returns are strictly not applicable for any promotions.
3. How long will it take to receive a credit/refund for my returned items?
Once received, return packages are processed within 30 days. The time to post a credit to your account can vary and is determined by the issuing bank.
4. How do I return due to damaged item / wrong item received?
If you received wrong item(s) or damaged item(S), please retain the box, packaging and all contents and follow the return steps to schedule a return within 15 working days upon receiving.
5. How can I report missing item(s) received?
Step 1:
You can get in touch with our Customer Service (cs_my@innisfree.com) to report any missing item(s) received within 15 working days upon receiving and include the following details in your enquiry:
- Order Number
- Name of the Missing Item
Step 2:
Customer service representative will process the enquiry within 5 working days and will make necessary arrangement with you directly.
6. Can I return an in-store purchase online?
Unfortunately, all in-store purchases will need to be returned in-store. We apologise for the inconvenience caused!