Delivery & Return Policy

Last updated: 24 August 2026

Thank you for shopping with CLIM. We take care to ensure your order is packed securely and delivered in good condition.

  1. Order Processing

Orders are normally processed within 1–3 business days after payment is confirmed.

Orders placed on weekends or Malaysian public holidays will be processed on the following business day. Processing may take longer during product launches, promotional campaigns or peak periods.

Once your order has been shipped, you will receive tracking information through email, WhatsApp or your customer account.

 

 

  1. Delivery Within Malaysia

Estimated delivery times after dispatch:

  • West Malaysia: 2–5 business days
  • East Malaysia: 3–7 business days

Delivery times are estimates and may be affected by courier delays, severe weather, public holidays, remote locations or circumstances beyond our control.

Shipping charges, if applicable, will be displayed during checkout before payment is completed.

 

  1. Delivery Information

Please ensure that your recipient name, contact number and delivery address are accurate before submitting your order.

CLIM will not be responsible for delays or failed deliveries caused by incomplete or incorrect information provided by the customer.

If an order is returned to us because of an incorrect address, an unreachable recipient or failure to collect the parcel, additional delivery charges may apply before the order can be shipped again.

 

  1. Order Changes and Cancellations

Please contact us as soon as possible if you need to change or cancel your order.

We will try our best to assist, but changes or cancellations cannot be guaranteed once the order has been processed, packed or handed over to the courier.

 

  1. Damaged, Defective or Incorrect Products

Please inspect your parcel immediately after receiving it.

If your product arrives damaged, defective, leaking or different from what you ordered, contact us within 48 hours of delivery and provide:

  • Your order number
  • A clear photo of the parcel and shipping label
  • Clear photos or videos showing the affected product
  • An unboxing video, where available

Please keep the original product, packaging and parcel materials until your request has been reviewed.

Once verified, CLIM may offer a replacement, store credit or refund, depending on the circumstances and product availability. CLIM will cover the return and replacement delivery costs for verified damaged, defective or incorrect products.

Minor variations in colour, texture, scent or packaging that do not affect the product’s safety or performance are not normally considered defects.

 

  1. Change-of-Mind Returns

For hygiene and product-safety reasons, opened or used skincare products cannot be returned due to a change of mind, personal preference or skin incompatibility.

An unopened and unused product may be considered for return if:

  • You contact us within seven days of receiving the order;
  • The product remains sealed and in its original condition;
  • The original packaging is complete and undamaged; and
  • The product was not marked as non-returnable or final sale.

Approved change-of-mind returns must be sent back at the customer’s own cost. Original shipping charges are non-refundable.

All returns must receive approval from CLIM before being shipped. Products returned without prior approval may not be accepted.

 

  1. Non-Returnable Products

Returns will not be accepted for:

  • Products that have been opened, used or tested
  • Products with broken or removed seals
  • Products damaged through misuse or improper storage
  • Free gifts, samples and complimentary items
  • Clearance or final-sale products
  • Products purchased from an unauthorised seller
  • Products returned after the stated return period

If you experience irritation or discomfort, stop using the product immediately. Individual skin reactions do not automatically mean that a product is defective.

 

  1. Refunds

Approved refunds will be issued through the original payment method whenever possible.

Please allow approximately 7–14 business days after approval for the refund to be processed. The time taken for the amount to appear in your account may depend on your bank or payment provider.

Any original transaction, delivery or service fees that cannot be recovered from the payment provider may be excluded from a change-of-mind refund, where permitted.

Promotional discounts, vouchers and loyalty rewards have no cash value. If a returned item causes the original order to no longer qualify for a promotion, bundle discount, free gift or free shipping, the relevant value may be deducted from the refund.

 

  1. Purchases From Other Platforms

This policy applies only to purchases made directly through the official CLIM website.

Orders purchased through Shopee, TikTok Shop, Lazada, authorised retailers or other third-party platforms must follow the return and refund procedures of the platform or retailer where the purchase was made.

 

  1. Contact Us

To request assistance, please contact CLIM through our website contact form or official customer-service channel.

Please include your order number and relevant photos or videos so that we can review your request efficiently.

This policy does not limit any rights or remedies available to customers under applicable Malaysian consumer-protection laws.