Refund and Returns Policy

Overview

Our returns window is 7 days. If 7 days have passed since your order was delivered, we're unfortunately unable to offer you a refund or an exchange. To be eligible for a return, your item must generally be unused, in the same condition that you received it, and in its original packaging with the seal intact. Because REBORN is a skincare brand, hygiene guides what we can accept (see below). To complete your return, we require proof of purchase — your order number or order confirmation email. Please do not send your purchase back before contacting us and receiving return confirmation; items sent back without prior approval may not be accepted.

Items that cannot be returned

For health and hygiene reasons, several types of goods are exempt from being returned:

• Opened or used skincare returned simply because of a change of mind.
• Products not in their original condition, damaged, or missing parts for reasons not due to our error.
• Items marked final sale or clearance.
• Gift cards and complimentary gifts or free items.

The exception: opened or used products can be returned if they arrived defective or damaged, or if a product caused an adverse skin reaction. See "Exchanges" below.

Refunds

Once your return is received and inspected, we'll email you to confirm we've received it and to let you know whether your refund has been approved or rejected. If approved, your refund will be processed to your original payment method within 5–10 business days. Depending on your bank or card provider, it may take additional time before the refund is posted to your account. Original shipping charges are non-refundable unless the return is due to our error (see "Shipping returns").

Late or missing refunds

If you haven't received an approved refund yet: (1) check your bank account or card statement again; (2) contact your credit card company or bank, as there is often processing time before a refund posts; (3) if you've done all of this and still have not received your refund, contact us at admin@reborn.global and we'll follow up with you.

Sale items

Only regular-priced items may be refunded. Items purchased on sale or during a promotion are non-refundable, except where the item is defective, damaged, or otherwise faulty — in which case your rights under the Consumer Protection Act 1999 continue to apply.

Exchanges (defective, damaged, or adverse reaction)

If your order arrives damaged, defective, incorrect, or a product causes a skin reaction, that is ours to make right. Email us at admin@reborn.global within 7 days of delivery with your order number and a clear photo of the item and, where relevant, the concern. We'll arrange a replacement or a full refund at your choice, and we will cover the return shipping. We recommend a small patch test before full use; if you notice irritation, stop use and reach out.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, any approved return will be handled in line with this policy. Refunds are issued to the original purchaser's payment method.

Shipping returns

To return an approved item, you'll be given a return address once your request is confirmed. Please note:

• For change-of-mind returns of eligible unopened items, you are responsible for paying the return shipping costs, which are non-refundable.
• For defective, damaged, incorrect, or reaction-related returns, REBORN covers the return shipping.
• Depending on where you live in Malaysia, delivery time for an exchanged product may vary.
• We recommend using a trackable courier service and keeping your tracking number; we can't guarantee we'll receive an untracked return.

Your rights under Malaysian law

This policy operates alongside — and does not limit — your statutory rights under the Consumer Protection Act 1999 and other applicable Malaysian law. Under the Act, you are entitled to a remedy (repair, replacement, or refund) where goods are defective, unsafe, or do not match their description, and such rights cannot be signed away by a store policy. If a dispute cannot be resolved with us directly, you may lodge a claim with the Tribunal for Consumer Claims (Tribunal Tuntutan Pengguna Malaysia, TTPM) or a complaint with the Ministry of Domestic Trade and Cost of Living (KPDN).

Need help?

Contact us for any questions related to refunds and returns: