Refund & Return Policy

At Xnowé, your satisfaction and trust are our top priorities. We stand behind the quality of our products and want you to feel confident when shopping with us. This Refund & Return Policy outlines the conditions under which refunds or exchanges may be requested.

1. General Policy

  • For hygiene and safety reasons, skincare products cannot be returned once opened or used, except in the cases listed below.

  • All requests must be submitted within the stated timeframes.

  • Returns without prior approval from our customer service team will not be accepted.


2. Eligible for Refunds or Exchanges

(a) Wrong, Defective, or Damaged Item

  • If you receive a product that is defective, damaged, or different from your order, please contact our customer service within 7 days of receiving the item.

  • You may request a refund or replacement, provided you return the item in its original packaging.

(b) Skin Sensitivity or Allergic Reaction

  • If you experience an allergic reaction or skin sensitivity after using our product, you may request a refund within 15 days of receiving your order.

  • To be eligible, you must:

    • Stop using the product immediately.

    • Provide evidence (such as photos of the reaction and/or a medical note) to confirm that the issue is caused by the product.

    • Return the product, even if partially used, together with proof of purchase (order number/receipt).

  • Once verified, a full refund of the product value will be issued.


3. Non-Refundable / Non-Returnable Items

  • Products purchased during clearance or final sale events (unless defective or damaged).

  • Products returned without proof of purchase (order number or receipt).


4. Process for Refunds & Returns

  1. Contact our customer service team at [email protected] within the required timeframe.

  2. Provide your order number, description of the issue, and supporting evidence (photos, medical note if applicable).

  3. Once approved, you will receive return instructions.

  4. Pack the item securely and return it using the designated courier.

  5. Refunds will be processed within 7–14 working days after the returned product is received and verified. Refunds will be made via the original payment method.


5. Shipping Costs

  • Return shipping costs are the responsibility of the customer, except for cases where the product is defective, damaged, wrongly delivered, or in approved allergic reaction refunds.


6. Contact Us

If you have any questions about our Refund & Return Policy, please reach out to us:
📧 Email: [email protected]
📍 Address: 21 JALAN HANG TUAH 28 TAMAN SKUDAI BARU 81300 SKUDAI JOHOR


✨ At Xnowé, we care for your skin and your peace of mind. If our product does not suit you, we will handle your refund with fairness and care.