Shipping & Returns

This page sets out the shipping and returns terms that apply when you buy from salute.my. The shop is operated by PNH Malaysia Sdn Bhd (trading as Salute). These terms form part of your contract with us when you place an order.

The quick version

Shipping — we ship across West and East Malaysia via EasyParcel and its courier partners. Orders placed before 5 PM (MYT) on a working day are processed within 1–2 business days. West Malaysia delivery takes 2–4 business days; East Malaysia 4–7 business days.

Returns — if your order arrives damaged, wrong, or defective, we will replace it or refund you in full. We also accept returns of sealed, unopened items within 7 days of delivery for change-of-mind. Opened cosmetics cannot be returned for hygiene reasons. Refunds are issued by bank transfer within 7–14 business days of return approval.

Part A: Shipping

Where we ship

We currently ship to all addresses in West Malaysia (Peninsular Malaysia) and East Malaysia (Sabah, Sarawak, and Labuan). We do not ship internationally at this time.

We are unable to deliver to PO Box addresses. Please provide a full residential or business address with a recipient who can sign for the parcel.

Shipping rates

Shipping costs are calculated at checkout based on the weight, dimensions, and destination of your order, through our shipping partner EasyParcel Sdn Bhd and its appointed couriers. You will see the exact shipping fee before you confirm payment — there are no hidden charges.

The rate displayed at checkout is the rate that will be charged.

Order processing time

We process orders Monday to Friday, excluding Malaysian public holidays. Orders placed:

Before 5:00 PM (MYT) on a business day — counted as same-day orders and processed within 1–2 business days.
After 5:00 PM, or on weekends and public holidays — counted as next-business-day orders and processed within 1–2 business days from the next business day.

You will receive an email with tracking details once your parcel has been collected by the courier.

Delivery times

Estimated delivery times once your parcel is dispatched:

These are estimates provided by our couriers, not guarantees. Delivery may take longer during festive seasons (Chinese New Year, Hari Raya, Deepavali, Christmas), major sale events (such as 11.11 and 12.12), severe weather, or other circumstances outside our control. We do not offer refunds for delivery delays that are caused by the courier.

Destination	Estimated delivery
West Malaysia (Peninsular)	2–4 business days
East Malaysia (Sabah, Sarawak, Labuan)	4–7 business days

Tracking your order

Once your order is dispatched, you will receive a confirmation email with a tracking number and a link to the courier’s tracking page. You may also view your order status by logging into your account at salute.my and visiting “My Orders”.

Failed delivery, wrong address, and unclaimed parcels

Please double-check your shipping address before placing your order. Couriers will typically attempt delivery 1–2 times. If a parcel cannot be delivered because:

The address provided is incorrect or incomplete;
No one was available to receive the parcel after the courier’s reasonable attempts;
The recipient refused delivery without a valid reason; or
The parcel was unclaimed at a pick-up point after the courier’s holding period,

the parcel will be returned to us. We will contact you to arrange redelivery. You will be responsible for the cost of redelivery, which must be paid before we dispatch the parcel again. If we cannot reach you within 14 days of the parcel being returned to us, the order may be cancelled and refunded less the original outbound shipping cost.

If you notice a typo or error in your shipping address, please email us at hi@salute.my immediately. We can usually update the address if the order has not yet been dispatched, but we cannot guarantee changes after dispatch.

Public holidays and blackout dates

We do not process or dispatch orders on Saturdays, Sundays, or Malaysian federal public holidays. State public holidays may also affect dispatch from our fulfilment location. Couriers may also operate on reduced schedules around major festivals — we recommend ordering a few days earlier during the lead-up to Chinese New Year, Hari Raya Aidilfitri, Deepavali, and Christmas.

Part B: Returns & Refunds

Your statutory rights

Nothing in this policy limits your rights under the Consumer Protection Act 1999 and the Consumer Protection (Electronic Trade Transactions) Regulations 2012. You are always entitled to a refund, replacement, or repair if the goods you receive are defective, not of acceptable quality, or not as described.

We are committed to honouring these rights in full. Sections 9 to 14 below explain how we handle different return scenarios in practice.

If your order arrives damaged, wrong, or defective

We carefully inspect every order before it leaves us, but accidents in transit do happen. If you receive an item that is:

Damaged (broken, leaking, packaging crushed beyond protecting the product);
Wrong (different from what you ordered — wrong product, shade, or size);
Defective (manufacturing flaw, contamination, separation, off-smell on first opening); or
Missing from your parcel,

please contact us at hi@salute.my within 7 days of delivery, with:

Your order number;
A description of the issue;
Clear photos of the affected product and, where relevant, the outer packaging.

We will review your claim within 3 business days. If approved, we will — at our discretion and your preference — arrange a free replacement or a full refund including the original shipping cost. Salute pays for return shipping in all of these scenarios. You will not be charged any restocking fee.

Change-of-mind returns (sealed, unopened items)

If you change your mind after purchase, we accept returns of sealed, unopened items within 7 days of delivery, subject to the following conditions:

The item must be unused, unopened, and in its original packaging, with any seals, shrink-wrap, or hygiene seals fully intact;
You must have proof of purchase (order number or confirmation email);
The item must not be on the list of non-returnable items in section 13.

Important — hygiene policy on opened cosmetics. For hygiene and product-safety reasons, we cannot accept returns of any cosmetic product that has been opened, used, swatched, or had its hygiene seal broken — even if it was opened only to look inside. This applies to skincare, makeup, fragrances, and personal care items. This restriction does not apply where the item is defective, damaged, or wrong (see section 9), where your statutory rights under the Consumer Protection Act 1999 continue to apply in full.

For change-of-mind returns, you are responsible for the cost of return shipping. We recommend using a tracked service, as we cannot refund items that do not reach us.

How to request a return

Email hi@salute.my within 7 days of delivery with your order number, the items you wish to return, and the reason for return. Include photos if the item is damaged, wrong, or defective.
We will reply within 3 business days with a return authorisation and the return shipping address. Please do not send items back without first receiving a return authorisation — unauthorised returns may be refused.
Pack the item carefully in its original packaging, include a copy of the order confirmation, and ship to the address we provide.
Once we receive and inspect the returned item (usually within 3 business days of receipt), we will email you to confirm whether the return has been approved.
If approved, your refund will be processed as described in section 12.

Refunds

Once your return is approved, refunds are issued by bank transfer to a Malaysian bank account in your name. We do not refund to the original card or payment method.

To process your refund, we will ask you to provide:

Account holder’s full name (must match the order);
Bank name;
Bank account number.

Refunds are processed within 7–14 business days from the date the return is approved. The exact arrival time in your account depends on your bank.

What you will be refunded:

Return scenario	Product price	Original shipping	Return shipping
Damaged, wrong, defective, or missing item	Refunded	Refunded	Paid by Salute
Change of mind (sealed item)	Refunded	Not refunded	Paid by customer
Order cancelled before dispatch (see section 15)	Refunded	Refunded	N/A

Items that cannot be returned

For hygiene, commercial, or practical reasons, the following items cannot be returned for change of mind. Your statutory rights for defective, wrong, or damaged items continue to apply under section 9.

Any product that has been opened, used, or had its hygiene seal broken;
Sale and clearance items (marked as discounted, final price, or last call);
Gift sets and bundles, where any item in the set has been opened;
Free gifts, samples, and promotional items received with an order;
Items marked “final sale” at the time of purchase;
Personalised or made-to-order items.

Exchanges

We do not offer direct exchanges (for example, swapping one shade for another). If you would like a different product or shade, please follow the return process in section 11 (if eligible), and place a new order for the item you want.

If you received the wrong item due to our error, we will of course send the correct item to you at our expense (see section 9).

Cancelling an order before dispatch

If you change your mind after placing an order, please email hi@salute.my as soon as possible with your order number. If the order has not yet been picked or dispatched, we will cancel it and process a full refund (product + shipping) within 7–14 business days.

Once an order has been picked, packed, or dispatched, we are no longer able to cancel it. You may still return eligible items under the change-of-mind policy in section 10 once you receive them.

Promotions, vouchers and discount codes

If your order included a promotional discount, voucher, or free-gift offer, and you return part of the order such that the order no longer meets the conditions of the promotion (for example, your order falls below a minimum-spend threshold), we may deduct the value of the promotional benefit from your refund, or ask you to return any free gift received.

Contact us

Questions about a shipment or return? We’re happy to help.

Salute Customer Care

PNH Malaysia Sdn Bhd

[REGISTERED ADDRESS — please fill in]

Email: hi@salute.my

WhatsApp: [WHATSAPP NUMBER — please fill in]

Hours: Monday to Friday, 9:00 AM – 6:00 PM (MYT), excluding public holidays

Dispute resolution

If we are unable to resolve a complaint to your satisfaction, you may refer the matter to the Tribunal for Consumer Claims Malaysia (Tribunal Tuntutan Pengguna Malaysia, TTPM), which has jurisdiction to hear consumer claims up to RM50,000. Filing a claim with the Tribunal currently costs RM5.

Tribunal Tuntutan Pengguna Malaysia (TTPM)

Kementerian Perdagangan Dalam Negeri dan Kos Sara Hidup,
Putrajaya, Malaysia

Website: ttpm.kpdn.gov.my

Changes to this policy

We may update this policy from time to time. When we do, we will update the “Last updated” date at the top of this page. The terms that apply to your order are the terms in force at the time you placed it.

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