At Natural Beauty Supply (NBS), our Swiskinn and Follica Lab formulations are developed based on years of clinical experience. We stand by the quality and efficacy of our products. However, to maintain the highest standards of safety and to process orders rapidly, we enforce a strict return and refund policy.

1. All Sales Are Final

Due to strict hygiene, health, and safety protocols, all sales are final. We do not accept returns, exchanges, or process refunds for any opened or unopened products once they have been shipped.

Because skin and scalp health are highly dependent on individual biology, routine consistency, and external lifestyle factors (such as diet, stress, and sleep) that we cannot control, we do not offer refunds or money-back guarantees based on personal results or individual allergic reactions.

2. Order Cancellations & Amendments

To ensure you receive your routine as fast as possible, orders are processed rapidly by our fulfillment center. You have a strict 30-minute window immediately after checkout to cancel or amend your order.

If a website issue or technical error on our end prevents you from canceling your order within this 30-minute window, please email us immediately at hello.naturalbeautysupply@gmail.com with the subject line “URGENT: ORDER AMENDMENT – [Your Order ID]” and include a brief description or screenshot of the error. We will do our absolute best to intercept and amend the order, but please note that manual interceptions are not guaranteed once the order has moved to fulfilment.

3. Damaged, Incorrect, or Defective Items

While we do not accept returns for change of mind or personal results, we will always take responsibility if a mistake happens on our end.

If your package arrives physically damaged, leaking, or if you received the incorrect item, you must notify us within 48 hours of delivery.

• Please email us at hello.naturalbeautysupply@gmail.com with your Order ID.
• Include clear photos or videos of the damaged/incorrect item and the shipping box.
• Once verified, we will gladly issue a direct replacement for the affected item at no additional cost to you. (Refunds will not be issued; only replacements).

Please note: All replacement and exchange requests are subject to review and product availability.

4. Maximizing Your Routine

Real results take time and consistency. If you are new to professional-grade active ingredients, your skin or scalp may need time to adapt. We highly recommend reviewing our FAQ to ensure you are layering and using your products correctly for maximum efficacy.

For In-Person Assessments (Highly Recommended): Because skin and scalp health are deeply individual, physical assessments are always the most accurate. We strongly encourage you to bring your Swiskinn or Follica Lab products and visit our physical treatment centres. Our in-house aestheticians and specialists can perform a proper scan, assess your progress accurately, and help adjust your routine on the spot.

• For Sabah Customers: Visit our retail partners Piel Perfecta Lido Plaza & City Mall (Skin Care Treatment Centre) for all skin assessments, or HairSoul Luyang & KK Times Square (Scalp Care Treatment Centre) for scalp assessments.
• For Johor Bahru Customers: Visit our retail partner HairSoul Johor Bahru (Scalp Care Treatment Centre) for dedicated scalp assessments.

(Note: We are continuously expanding! Please check our Retail Partners regularly, as we will be updating it with new treatment centres and retail partners in the future to serve you better).