Refund policy

Cancelling the Contract and Returns

1) Order Cancellation

You may change your mind and cancel your order within FOURTEEN (14) days after the day you receive your goods.  If you choose to cancel your order we will refund the purchase price, not inclusive of the delivery fees.

Note:

  1. If you choose to cancel your order you will be expected to return the goods in your order to us in perfect condition.  The Soap Cellar will NOT refund the return delivery charges (cost for returning goods to us) and if you fail to return goods to us, we will default it as you retracted your request for a refund and withdraw further procedures.
  2. Please note that order cancellation is not available for products sent outside of Malaysia.

2) Damaged Or Faulty Products and Incorrect Orders

You may exchange your goods or obtain a full refund if the goods in your order are damaged or faulty upon receipt, or if the goods you have received are not the goods you originally ordered.
When returning damaged, faulty or incorrect orders we will refund:

  1. Full Purchase Price
  2. Delivery Charges (the cost for initial delivery to you)
  3. Return Charges (the cost of returning goods to us) upon the production of a receipt. Alternatively, we will arrange to collect your goods from you at our cost

When exchanging damaged, faulty or incorrect orders we will:

  1. Dispatch replacement items to you free of charge
  2. Refund return charges (the cost of returning goods to us) upon production of a receipt. Alternatively, we will arrange to collect your goods from you at our cost. Please do not send the goods until we have confirmed with you that we will require the return of the goods.

3) How To Return Your Goods

You may return goods by contacting the Customer Care Center by email, phone, or post (details below).  Alternatively, you may return your goods, accompanied by the delivery documentation, to The Soap Cellar Sdn Bhd at 22, Lebuh Lembah Permai 4, Tanjung Bungah, 11200, Penang, Malaysia.

The following information will be required when returning your goods:

  1. Confirmation Email containing your Transaction Reference Number
  2. Delivery Documentation containing your Delivery Number
  3. List and description of goods to be returned
  4. The reason given for returning goods
  5. If returning goods by post please also include the receipts showing any return charges if you are claiming a full refund for damaged, faulty, or incorrectly delivered goods.

If you are returning the goods by post, please note:

  1. It may take up to 7 days for your parcel to reach us
  2. Returned items will be processed within two (2) working days of receipt
  3. Reasonable care must be taken when packaging the parcel and returning it so that goods are not damaged in transit
  4. You are advised to use a carrier that offers both traceability and insurance

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5) How To Contact Us.

Our contact details can be found on our “Contact Us” page.

General

The Soap Cellar Sdn Bhd (201401035804 / 1111934-M) reserves the right to:

  • Modify or withdraw, temporarily or permanently, The Soap Cellar Online website (or any part thereof) with or without notice to you; The Soap Cellar shall not be liable to you or any third party for any such modification or withdrawal; and/or
  • Change the Conditions from time to time, and your continued use of The Soap Cellar Online WebStore (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using The Soap Cellar Online WebStore.
  • If The Soap Cellar Sdn Bhd should change these Conditions, your order will be subject to the Terms and Conditions at the Date and time of you placing your order. Copies of the appropriate T&C are available by email from Legal@TheSoapCellar.com.my

If any part of the Conditions is declared unlawful or unenforceable, then that provision shall be deemed deleted from the Conditions and the remaining provisions of the Conditions shall remain in full force and effect. Malaysian law applies to these Conditions and any dispute relating to the Conditions shall be settled by the Malaysian courts.