Refund policy

Returns & Exchange Policy

We hope you never have the need to return a product to us. Yet should this be the case then we want to ensure that the process is as simple and hassle free as possible.

Please check that you have received the right items before opening the product package. 

Generally, we are not able to accept returns/exchanges for opened packages unless it is a contamination issue during transit. Please note that we can only refund the postage costs for returning an item where we sent you the wrong item or the item is contaminated during transit.

Can I change my mind and return a product?

You may return an unopened product or exchange it for a different flavour/product of the same value. The conditions are that you pay for the cost of the collection and the cost of the redelivery (if required).

To receive a refund or a replacement, the item needs to be in the same condition you have received it and within 14 days from the day on which you received the item. Again, please note that we are not able to accept opened packages. 

Please contact us at:, we will assist and provide you with further instructions on how to send the product back to us.

I have received a faulty / damaged product

We always take great care in how we produce your order, but we understand that problems can occur. 

If you ever have a concern about any of our products, contact us at and we will arrange a replacement or refund for you. 

Please do remember to contact us within 48 hours of receiving the damaged product to avoid any delays as we may need to lodge a claim with our insurers. We will always try our best but we cannot guarantee any refunds/exchanges if any incident has been reported after 48 hours.

There are missing / Incorrect items in my order!

Please email us at for help.

There is an extra item in my order

Firstly thanks for your honesty in letting us know! Your honesty will not go unnoticed!

Please email us at for help and we will arrange to collect the item at your convenience.


Where can I use Soluxe printed/e-voucher?

Soluxe printed/e-voucher can only be redeemed at our official website,

Can I use Soluxe printed/e-voucher in other currencies?

Both printed Soluxe printed/e-voucher are issued in Malaysian Ringgit and is only good for a single transaction, any amount remaining from the transaction will be forfeited.

What is the validity of a Soluxe printed/e-voucher?

A Soluxe printed/e-voucher voucher is valid for a period of 12 months from the date of issuance, unless stated otherwise. It cannot be redeemed after expiry date.

Can I use multiple vouchers per order?

Only one voucher can be used per order.

Can I use a Soluxe voucher to purchase a promotional item?

Soluxe printed/e-voucher cannot be used in conjunction of any promotions, unless stated otherwise.

Can I redeem the unused balance of my voucher?

Soluxe printed/e-voucher are not refundable or exchangeable for cash and any unused balance cannot be refunded. No change or credit given in the event that the voucher value exceeds the total purchase value – for example where RM100 voucher is used to purchase a RM92.50 item.

Can I replace my lost/damaged voucher?

A Soluxe printed/e-voucher is non-refundable and cannot be replaced if lost, damaged, defaced, stolen, expired and/or voided.

Can I let my friend/family member redeem my voucher?

Soluxe printed/e-voucher are non-transferable and cannot be redeemed by other individuals.