AVON MALAYSIA RETURN POLICY

TERMS & CONDITIONS - SATISFACTION GUARANTEED

(Policy has been revised and updated as of 1^st Jan 2025)

Avon wants you to be happy with your purchase. And that’s why your satisfaction is 100% guaranteed. We pride ourselves on providing the best products and services for you.

Avon will gladly refund the product in full purchased price in Avon credit if the request is made within 15 days from actual order delivery date (Avon online- https://shop.avon.my) or purchase date (Avon boutique). Each return must be accompanied by official e-invoice issued by Avon Beauty Boutiques or Avon online. The refund will be based on the invoice price stated on the e-invoice.

Returns ARE ACCEPTABLE if

• The packaging and/or product seals are intact (where applicable), and the contents are not consumed or used, and they are in good marketable condition.
• If the product came with a free gift or as part of a set of products/ multi-pack items, they must all be returned together in original condition. Free gifts that are returned will not be exchanged with credit or cash.
• Manufacturing defects detected after purchase and wrong bra size purchased on Avon Intimate items (unworn and unused condition)
• Manufacturing defects detected after purchase on Avon beauty products (skincare, makeup, body & toiletries and fragrance)
• Avon online only: Online purchases that have delivery discrepancy due to damage, defective, wrong products received or shortage/incomplete sets
• Eligible for refund even after the past 15 days of purchase date: Encounter any skin reaction after using the products within 3 days of usage. Any return due to skin allergy/reaction needed to be supported with photos and doctor’s medical report for refund. The content of the product should be at least 80% full to be eligible for a refund.

Returns DO NOT apply if

• Products that have been intentionally damaged or misused.
• Clearance products are not eligible for refunds or returns.
• Products that are listed as “non-returnable or non- refundable” on the website
• Avon undergarments (female panty/ male boxers) due to hygiene purpose unless manufacturing defects. Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner
• Business support materials- sales aids (brochures & SNE flyers), demo sets/ product samplers or paper bags
• Products that are already expired or non-active products in the system
• No goodwill refunds on bra accessories or open bedding
• Products purchased through unauthorised sellers (online platforms or retail shops) will not be accepted for returns. It will not be covered by the Avon Satisfaction Guarantee policy. Avon will not guarantee the authenticity, quality of the products or accept complaints about product related issues.
• Items purchased from Avon Beauty Boutique (ABB) cannot be returned online.

Avon products which have been purchased from official Avon stores from marketplaces cannot be returned on this platform. It must be returned to its own marketplace platforms through their own official return channels and according to their own return policies.

RETURN AND REFUND PROCEDURE

Product Return Procedure at Avon Boutique

• Items purchased from Avon Beauty Boutique (ABB) must be returned to the same boutique.
• In order to facilitate the processing of a return, an ABB/AOP must perform the following steps in the DRM POS System as below:
  1. POS > Click RETURN WITH INVOICE To note: return without invoice will be disabled from new return policy guideline implementation
  2. Fill in ACCOUNT NO > DEALER ID number > Click FIND 
  3. Click RETURN on the invoice that wish to return 
  4. Click on the item that wishes to be returned with return reason and click SAVE Note: Not satisfied reason applies to non-satisfactory usage resulted in skin reaction, allergy with medical condition, etc
• Items purchased from Avon Beauty Boutique cannot be returned online.
• Product exchange is no longer available, only a refund in Avon credit is available. Further request to be refunded in cash will need to submit as request through Avon Relationship Center (relationshipcenter.my@avon.com) is required for further action.

Product Return Procedure at Avon online (https://shop.avon.my)

• Only products purchased through Avon online can be returned online. One-to-one exchange is not available via Avon Online, only through store credit refund is available.
• Return your parcel at your own cost through your preferred courier service.
• It will take up to 10 working days upon receiving returned goods for refund to be credited into your account.
• Avon reserves the right to withhold any refunds if your original items have not reached our warehouse within the stipulated time frame / products returned that do not fulfill the return criteria.
• For any short-received items, the refund will be credited by the 10th of the following month.
• Kindly follow the following steps for the return process;
  1. Click [My account] to open your My Account page and click [My orders]. 
  2. On your Order History page, choose Type dropdown [Posted Invoice detail], filter to your desired date and click [Search]. 
  3. You will see a list of your past successful orders. Choose the invoice of item you would like to return and click [View details]. 
  4. Click [Return Order]. 
  5. Pick the item(s) that you wish to return, choose the Reason, and click [Complete Return Request] to submit. 
  6. Return request completed.  
  7. After creating Return Request, please send parcel immediately (within 1 - 2 workings days) from date of Return Request created.

STEPS TO RETURN PARCEL:

1. Pack the items securely and return to:

   Att. To: 
   Agility Global Integrated Logistics
   (Avon Malaysia)
   NO. 10 (PT503) PERSIARAN SABAK BERNAM
   SEKSYEN 26
   40400 SHAH ALAM
   SELANGOR

2. Write your return ID number (Ex: RI-00058) and Avon Account ID on your parcel where we can see it (form or courier plastic). Note: RETURN ID IS MANDATORY.
3. Once you have posted your return parcel, email relationshipcenter.my@avon.com with below details:

   Email title: Return Order (SNIO0000001)

Email content:

Name - AHMAD
Account ID - 1234567
Return Invoice Number - RI-00001
Courier Tracking Number - EN 123456789 MY
Attachment:
a) Picture of delivery receipt
b) Picture of bank receipt (only for cash / non-credit representatives)

• AVON reserves the right to amend and/or revise Terms and Conditions herein at its absolute discretion and such amendments and revisions shall be binding.
• AVON members acknowledge and agree that AVON's decision (including any appeals) in respect of and relating to any issues is final.