Return & Refund Policy

1. Services

Our head spa, scalp treatment and salon services are personal-care services rendered by our therapists. Once a service has been performed, it cannot be returned and is generally non-refundable. If you are not satisfied, please inform our staff before you leave the outlet so we can address your concerns immediately. Refunds for services are considered where a service was not delivered as agreed, or was materially defective, at our sole discretion and without prejudice to your statutory rights.

Our 30-Day Money-Back Guarantee (below) applies only to retail products (SALPZ / HALO) and does not extend to spa services, treatments, or appointments.

2. Promotions, Packages, Vouchers & Credit

• Promotional treatments and packages are final sale. Any treatment or package sold at a promotional price or with a free or bonus part — including Buy 1 Free 1, first-trial prices, bundle and package deals, flash sales, festive or launch offers — cannot be refunded in cash or in credit, in full or in part, once paid. This applies whether or not any session has been used, and whether you bought it at a branch, through WhatsApp or social media, or online.
• Change of mind, change of schedule, moving away, or not using a treatment within its validity period are not grounds for a refund. Free, bonus or complimentary treatments have no cash value.
• Regular-priced prepaid packages and treatment vouchers are non-refundable and non-exchangeable for cash. An unused, unexpired online treatment voucher may be changed to Heal Oasis credit of the amount paid.
• Prepaid credit (top-ups) is not refundable or withdrawable as cash. Bonus credit and birthday treatments that come with a top-up are complimentary and have no cash value.
• Packages and vouchers are valid only within any stated validity period and are non-transferable unless stated otherwise.
• Promotional and “first trial” prices are one-time offers per customer and cannot be combined with other promotions.
• Instead of a refund, and at our discretion, we can reschedule your appointment, let you use your treatment at another Heal Oasis branch, or — where the offer allows it — let a family member or friend use it.
• If we are unable to provide a treatment you have paid for (for example, a branch closes and no other branch is reasonably available to you), we will refund the unused part, worked out on the promotional price you actually paid.
• These terms are shown before you pay — at our counters, on promotion materials and receipts, and on this page. Paying for a treatment, package, voucher or top-up means you accept them (no signature is needed), without prejudice to your statutory rights.

3. Retail Products (SALPZ / HALO) — 30-Day Money-Back Guarantee

If you're not happy with a SALPZ or HALO product for any reason, you can request a return within 30 days of your purchase — no questions asked. It doesn't matter whether the product is sealed or already opened; you don't need to give us a reason or prove a defect. This guarantee applies to products only and does not apply to services (see Section 1).

Here's how it works once you request a return:

1. We may first offer you either a store-credit substitute of equal value, or an exchange for one of our spa services at Heal Oasis — whichever you'd prefer.
2. If neither of those works for you, you can choose a cash refund instead. This is always available as your final option.

Cash refunds are for the item price minus a 5% handling fee (store-credit and spa-service exchanges are given at full value with no fee deducted). Products purchased through our online store are also covered by that store's own return policy.

4. Defective or Incorrect Products

If you receive a product that is defective or incorrect, contact us within 30 days of purchase with your receipt and a description (photos help). We will arrange a replacement or, where a replacement is unavailable, a full refund with no handling fee — consistent with your rights under the Consumer Protection Act 1999.

5. Appointments, Deposits & Cancellations

• Please reschedule or cancel at least 24 hours before your appointment.
• Deposits paid to secure a booking (see our payment policy) may be forfeited for no-shows or cancellations made less than 24 hours in advance.
• If we need to cancel or materially change your appointment, you will be offered a full refund of any deposit paid or the option to reschedule.

6. How Refunds Are Processed

Approved refunds are made to the original payment method within 14 business days of approval. The time it takes to appear in your account depends on your bank or payment provider.

7. If You Are Outside Malaysia

Our services are rendered in person in Malaysia and are governed by Malaysian law. If you are a consumer based in the European Economic Area, United Kingdom, or another jurisdiction with mandatory consumer-protection laws that apply regardless of this clause, nothing here limits those rights.

8. Contact Us

WhatsApp / Phone: 011-3300 0930 · Email: healoasis1@gmail.com