Return & Refund Policy

Beauty treatments are services, not parcels — they cannot be "returned". What we can promise is a clear, fair framework for the rare occasions when something is not right. This policy is issued by Fernsmith Beauty Sdn Bhd and applies to all treatments and retail products purchased at the studio or arranged through fernsmith.my.

Our fix-first promise

If your lash or brow result has a genuine workmanship issue — poor retention within days, uneven mapping, a curl that did not take — tell us within 72 hours of the appointment. Send a photo in daylight to [email protected] or WhatsApp +60 17-368 2451. We will invite you back, assess the set in person, and where the fault lies in our application we will correct it free of charge, normally within five working days.

When a refund is given instead

• If a free correction is not reasonably possible — for example, a confirmed adhesive sensitivity that prevents re-application — we refund the treatment price in full.
• If we cancel your confirmed appointment and cannot offer a replacement time within seven days, any deposit and prepayment is refunded in full.
• Refunds are made to the original payment method within 14 days of our written confirmation.

What the promise does not cover

• Normal shedding with your natural lash cycle, or thinning that appears after the 72-hour window and beyond the two-to-three-week infill rhythm.
• Retention lost to disregarded aftercare — oil-based products, lash curlers, saunas or swimming within the first 24 hours.
• A change of heart about length, density or style you approved at consultation. We will happily adjust the design at your next appointment at normal prices.
• Work performed by other studios, including corrections of it.

Deposits

Deposits follow the cancellation rules in our Terms & Conditions: refundable in full with 24 hours' notice, forfeited on late cancellation or no-show, and always deducted from your bill when you attend.

Retail products

Sealed aftercare products (cleansers, serums, spoolie kits) may be returned unopened within 14 days of purchase with proof of payment for a full refund or exchange. For hygiene reasons, opened or unsealed products cannot be returned unless faulty. Faulty products are replaced or refunded in line with Malaysian consumer protection law.

How to raise anything

Email [email protected] with "Refund request" in the subject, or speak to reception. Every request receives a written response within five working days. If you remain unhappy, you may refer the matter to the Tribunal for Consumer Claims Malaysia; nothing in this policy limits your statutory rights.