Free shipping across Malaysia
Returns & exchanges

Try first, love forever.

If your lashes don't sit right, send them back. Fourteen days from delivery, no questions, no restocking fee.

14-day window from delivery. Free returns within Malaysia. Refund or exchange — your choice.

What can be returned

  • Unopened lashes — sealed in the original packaging, no signs of wear. Full refund or exchange.
  • Tried-once lashes — opened, applied once, then decided they're not your fit. Full refund or exchange. We sanitise and resell at a discount through our Santai Outlet programme.
  • Defective or damaged items — manufacturing defect, lost magnet, broken band. Always replaced free of charge, no time limit.

What can't be returned

  • Lashes worn more than once (for hygiene reasons).
  • Foam Cleanser bottles that have been opened or used.
  • Thermo Curlers with visible cosmetic wear or charging-port damage from misuse.
  • Items purchased through a third-party stockist — please return those directly to the stockist.

How to return

  1. Get in touch. Email hello@santai-cosmetics.com or message us with your order number. We'll send a prepaid return label by email within one working day.
  2. Pack it up. Original box if you have it; any small padded mailer works otherwise. Don't add packing peanuts or tape directly to the product packaging.
  3. Drop it off. Stick the prepaid label on, drop at any J&T or Pos Laju outlet. No need to print — the label includes a QR code.
  4. We do the rest. Once your return arrives back with us, we inspect and process your refund within 3 working days. You'll get an email confirmation when it's done.

Refunds

Refunds are issued to your original payment method. Timing depends on your bank:

  • FPX / Online banking — 1–3 working days after we issue the refund.
  • Credit / debit card — 5–10 working days.
  • GrabPay, TnG, Boost — usually same day.
  • Atome — your installment plan is adjusted automatically by Atome within 7 days.

Exchanges

Want to swap your Pitch for an Inbox? Or your Boardroom for an Afterhours? Just say so when you contact us — we'll send your replacement at the same time we issue the refund for the original. No need to wait.

If the new style costs more, we'll send a payment link for the difference. If it costs less, we refund the balance.

International returns

For orders outside Malaysia, return shipping is at the customer's expense. We recommend a tracked service. Once we receive the return, we'll refund the product cost in full (original shipping is non-refundable for international orders).

Need help with something not covered here? Our customer care team replies within one working day.

Last updated 18 May 2026.