Refunds and exchanges are not available due to issues of hygiene with personal care products. It is always recommended that you try a sample before investing in a larger bottle. In cases of damage or if a package gets lost in the mail, I am happy to replace your item. If your item arrives damaged, please contact me within 3 days of receipt and kindly supply a photo. If you are a Malaysia customer and have not received your order within 2 weeks of the date it was marked shipped, please let me know. For international customers, the wait is 6 weeks before it counts as missing.