Refund policy

REFUND, RETURN & EXCHANGE POLICY

Last Updated: 2 September 2026

At Floscara Sdn Bhd (Registration No. 1647376P / 202501045968) (“FLOSCARA”, “we”, “us” or “our”), we want every order to arrive correctly and in good condition.

Because many FLOSCARA products are beauty and personal-use products, including false eyelashes and related beauty accessories, certain products are subject to hygiene-related return restrictions once opened or used.

However, these hygiene restrictions do not affect your rights in relation to products that are defective, damaged, incorrectly supplied or otherwise covered by applicable Malaysian consumer protection laws.

Please read this Policy carefully before making a purchase.

1. CHANGE OF MIND

FLOSCARA does not generally accept returns, refunds or exchanges for change of mind.

This includes situations where:

  • you no longer want the product;
  • you selected the wrong style, design or variation;
  • the product does not suit your personal preference;
  • you changed your mind after placing the order;
  • you ordered the wrong quantity;
  • you found the product elsewhere at a different price; or
  • you no longer require the product.

Please check your product selection, quantity, delivery information and order details carefully before completing checkout.

If you realise that you have made an ordering mistake, please contact us as soon as possible at floscara.co@gmail.com.

If the order has not yet been processed or dispatched, we may attempt to assist with an amendment or cancellation, but we cannot guarantee that changes can be made once an order has entered fulfilment.

Nothing in this section limits any consumer right that cannot lawfully be excluded.

2. BEAUTY PRODUCTS, HYGIENE & OPENED PRODUCTS

For health and hygiene reasons, certain beauty and personal-use products cannot be returned or exchanged once their product seal, protective packaging or hygienic packaging has been opened, removed, altered or compromised.

This includes, where applicable:

  • false eyelashes;
  • lash products;
  • beauty tools intended for personal use;
  • cosmetic accessories;
  • products that come into contact with the eye or facial area; and
  • other personal-care products where resale would be inappropriate for hygiene reasons.

A product will generally not qualify for a change-of-mind return if it has been:

  • opened;
  • worn;
  • tried on;
  • applied;
  • used;
  • altered;
  • damaged after delivery;
  • removed from hygienic packaging; or
  • returned without its original packaging.

Important: This hygiene restriction does not mean that an opened product automatically loses all consumer protection.

If a product is genuinely defective, incorrectly supplied, damaged when delivered or otherwise fails to meet applicable statutory guarantees, please contact us and we will assess the matter in accordance with this Policy and applicable law.

3. DEFECTIVE OR FAULTY ITEMS

If you believe that you have received a defective or faulty product, please contact us as soon as reasonably possible.

For efficient processing, we recommend notifying FLOSCARA within 7 days from the date you receive the product.

Please provide:

  • your order number;
  • your name and contact details;
  • the product concerned;
  • a description of the issue; and
  • clear photographs and/or video showing the defect where reasonably possible.

Depending on the nature of the issue and applicable consumer rights, FLOSCARA may offer an appropriate remedy, which may include:

  • replacement;
  • refund;
  • another remedy agreed with you; or
  • another remedy required by applicable law.

We may ask you to return the defective product before completing the claim where reasonably necessary.

Please do not dispose of the product while your claim is being reviewed unless instructed by us.

The 7-day notification guideline is intended to assist with prompt claim handling and does not exclude any right or remedy that cannot lawfully be excluded under Malaysian law.

4. WRONG ITEM RECEIVED

If FLOSCARA sends you a product that is different from the product stated in your confirmed order, please contact us as soon as possible.

Where possible, please notify us within 7 days of delivery.

Please provide:

  • your order number;
  • a photograph of the item received;
  • a photograph showing the product packaging or product identification where relevant; and
  • any other information reasonably required to verify the error.

Please do not use or open the hygienic product packaging once you realise that the wrong item has been supplied.

Once the claim is verified, we will arrange an appropriate resolution, which may include sending the correct item, arranging a return of the incorrect item or providing a refund, depending on the circumstances.

5. DAMAGED PRODUCT UPON DELIVERY

Please inspect your order as soon as reasonably possible after delivery.

If the actual product arrives broken, damaged, crushed, contaminated, leaking where applicable, or otherwise materially damaged during delivery, contact us promptly.

Where possible, notify us within 7 days from the delivery date.

Please provide:

  • your order number;
  • photographs of the damaged product;
  • photographs of the product packaging;
  • photographs of the parcel or courier packaging where relevant; and
  • a video where it would reasonably help demonstrate the damage.

Please retain the product and all relevant packaging until the claim has been reviewed.

Once verified, FLOSCARA may provide an appropriate replacement, refund or other remedy depending on the circumstances and applicable law.

6. DAMAGED OUTER PARCEL

Damage to the outer courier parcel does not automatically mean that the product itself is defective or damaged.

If your parcel arrives:

  • crushed;
  • torn;
  • wet;
  • opened;
  • resealed;
  • visibly tampered with; or
  • otherwise materially damaged,

please photograph the parcel before or during opening where reasonably possible.

You should then check the products inside.

If the products themselves are undamaged, complete and fit for use, damage to the external shipping packaging alone may not qualify for a refund or replacement.

If the parcel damage has caused damage to the product, missing contents or contamination, please contact us under the relevant damaged-product or missing-item procedure.

7. MISSING ITEM OR INCOMPLETE ORDER

If an item listed in your confirmed order is missing from your parcel, please contact us promptly.

Please provide:

  • your order number;
  • details of the missing item;
  • photographs of the products and packaging received; and
  • any other information reasonably requested for verification.

Once verified, we may arrange delivery of the missing item or another appropriate remedy.

8. PRODUCT APPEARANCE, STYLE & PERSONAL SUITABILITY

Minor differences in product appearance that do not amount to a defect are generally not considered faulty.

For example, differences may arise because of:

  • lighting;
  • photography;
  • screen or device settings;
  • production batches;
  • packaging updates; or
  • the way a beauty product appears when worn by different individuals.

In particular, the appearance of false eyelashes can vary depending on individual eye shape, eyelid structure, placement and application.

A product being unsuitable for your personal preferred look does not by itself constitute a defect where the product otherwise corresponds with its description and is of acceptable quality.

9. PROMOTIONAL ITEMS & FREE GIFTS

Products supplied free of charge as part of a promotion, gift-with-purchase campaign, bundle or other promotional offer are generally not exchangeable for cash.

If a qualifying purchase is returned and refunded, FLOSCARA may require associated complimentary products or promotional gifts to be returned where appropriate.

If an associated complimentary item is not returned, FLOSCARA may adjust the refund to reflect the terms of the relevant promotion, where permitted by law and clearly applicable to that promotion.

If a complimentary item itself arrives defective, damaged or incorrectly supplied, please contact us so that we can review the issue.

Promotional and complimentary products remain subject to any statutory rights that apply.

10. SALE & DISCOUNTED ITEMS

A product purchased during a promotion or at a discounted price is not automatically excluded from protection simply because it was on sale.

However, discounted or sale items are generally not returnable merely because of change of mind.

Where a sale product is defective, damaged, incorrectly supplied or otherwise subject to rights under applicable consumer law, this Policy will continue to apply.

11. EXCHANGES

We do not generally provide exchanges for change of mind, personal preference or incorrectly selected styles.

For approved claims involving a defective, damaged or incorrectly supplied product, a replacement may be offered where appropriate and reasonably available.

Where the requested replacement is unavailable, another remedy, including a refund where applicable, may be provided.

12. RETURN AUTHORISATION

Please contact FLOSCARA before sending any product back to us.

Returns sent without prior communication or sufficient information may be delayed or may not be accepted where we cannot identify the relevant order or reason for return.

If your return is approved, we will provide instructions regarding:

  • whether the product must be returned;
  • the appropriate return address;
  • packaging requirements; and
  • any approved return shipping arrangements.

Please do not send returns to an address obtained from a parcel label without first confirming the return instructions with us.

13. CONDITION OF RETURNED PRODUCTS

Where a physical return is required, please return the product together with its original packaging and any relevant accessories, components or promotional items, where reasonably possible.

For non-defective products accepted by FLOSCARA in exceptional circumstances, the product must ordinarily be:

  • unused;
  • unworn;
  • unopened;
  • in resalable condition;
  • with seals and protective packaging intact; and
  • accompanied by proof of purchase.

These conditions do not prevent a consumer from making a legitimate claim regarding a defect that could only reasonably be discovered after opening the product.

14. RETURN SHIPPING COSTS

Unless otherwise required by applicable law, return shipping costs are borne by the customer.

Customers are responsible for arranging and paying for the return shipment of any product approved for return.

Please contact FLOSCARA before arranging your return shipment. We will provide the appropriate return instructions and return address where applicable.

We recommend using a trackable shipping service and retaining proof of shipment until your return has been completed.

FLOSCARA is not responsible for returned parcels that are lost or damaged during return transit where the return shipment was arranged by the customer.

Nothing in this section excludes or restricts any consumer right or remedy that cannot lawfully be excluded under applicable Malaysian law.

15. REFUND PROCESS

Once we receive and, where applicable, inspect the returned product, we will inform you whether the refund has been approved.

Where a refund is approved, the refund may be provided through:

  • the original payment method; or
  • FLOSCARA Store Credit,

depending on the circumstances of the return, the original payment method and applicable law.

Where Store Credit is issued, it may be used toward future eligible purchases from FLOSCARA in accordance with any applicable terms communicated at the time of issuance.

Processing times for refunds returned to the original payment method may depend on your:

  • bank;
  • card issuer;
  • e-wallet provider;
  • payment gateway; or
  • other financial service provider.

We do not control the processing time required by third-party financial institutions after a refund has been submitted.

Where applicable law gives a customer the right to a particular form of refund or remedy, that legal right will prevail over FLOSCARA's standard refund procedures.

16. ORIGINAL SHIPPING FEES

Whether original delivery charges are refundable will depend on the circumstances of the claim and applicable law.

Where an entire order is validly rejected because of a verified issue attributable to FLOSCARA, applicable delivery charges will be handled in accordance with the customer's legal rights.

Shipping upgrades or additional delivery services selected by a customer may not necessarily be refundable where they are unrelated to the product issue, to the extent permitted by law.

17. ORDERS PURCHASED THROUGH OTHER CHANNELS

This Policy primarily applies to purchases made directly through FLOSCARA's official website.

If you purchased a FLOSCARA product through:

  • a marketplace;
  • authorised retailer;
  • studio;
  • distributor;
  • partner;
  • social-commerce platform; or
  • another third-party sales channel,

the initial return or refund process may need to be made through the seller or platform through which the transaction was completed.

Any applicable statutory consumer rights remain unaffected.

18. PROOF OF PURCHASE

We may require reasonable proof of purchase to process a return, replacement or refund claim.

This may include:

  • FLOSCARA order number;
  • order confirmation;
  • receipt;
  • payment record; or
  • other evidence reasonably establishing the purchase.

19. ABUSE OR FRAUDULENT CLAIMS

FLOSCARA reserves the right to investigate claims where there is reasonable evidence of:

  • return fraud;
  • false information;
  • product substitution;
  • deliberate product damage;
  • repeated abusive claims;
  • manipulation of promotional offers; or
  • other improper activity.

We may refuse fraudulent claims and may restrict transactions or accounts where reasonably necessary, subject to applicable law.

20. YOUR RIGHTS UNDER MALAYSIAN LAW

Nothing in this Refund, Return & Exchange Policy is intended to exclude, restrict or modify any guarantee, right or remedy available to consumers that cannot legally be excluded under the Consumer Protection Act 1999 (Act 599) or other applicable Malaysian law.

Where goods fail to comply with applicable statutory guarantees, consumers may have remedies provided by law.

If any provision of this Policy conflicts with a mandatory consumer protection requirement, the mandatory legal requirement will prevail.

21. CONTACT US

For returns, damaged products, incorrect items, defective products or refund enquiries, please contact:

Floscara Sdn Bhd
Registration No.: 1647376P / 202501045968

T2A-18-08, 3 Towers
No. 296, Jalan Ampang
Kampung Berembang
50450 Kuala Lumpur
Wilayah Persekutuan Kuala Lumpur
Malaysia

Email: floscara.co@gmail.com

When contacting us regarding an order, please include your order number and a brief description of the issue so that we can assist you efficiently.