Terms & Conditions

SOAPLAB MALAYSIA – TERMS AND CONDITIONS OF USE

Welcome to SoapLab Malaysia. This website and its services are operated by SoapLab Malaysia (and its relevant corporate entities/affiliates). By accessing our website, purchasing our raw cosmetic ingredients, enrolling in our classes, or engaging our OEM/manufacturing services, you agree to comply with and be bound by the following Terms and Conditions. 

General Terms & Conditions:

1. Educational Content & Formulary Disclaimer

• Informational Purposes Only: All recipes, video tutorials, soap calculators, and educational materials provided by SoapLab Malaysia are intended solely for instructional purposes. 
• User Responsibility: While our courses are curated by qualified professionals (including our pharmacist co-founder), stability and safety outcomes depend entirely on individual handling, accurate measurements, and sanitation. SoapLab Malaysia holds no liability for failed batches, incorrect lye calculations, or damages resulting from DIY formulations. 

2. Raw Material & Cosmetic Ingredient Sales

• Measurement Standard: All raw materials and cosmetic bases are sold strictly by weight (grams/kilograms) rather than volume to ensure precision. 
• Safety & Storage: Customers are responsible for the proper storage of ingredients (e.g., keeping raw oils, lye, and active extracts away from children and pets). 
• COA & Documentation: Certified ingredients are accompanied by Certificate of Analysis (COA) or MSDS documents where applicable to assist in eventual KKM Notification pathways. 

3. OEM, Custom Sampling & Manufacturing (SoapWorks PLT)

• Sampling Fees: As stated on our OEM Manufacturing Page, custom product formulation sampling incurs a non-refundable fee of RM 200 (deductible upon meeting the specific product's Minimum Order Quantity (MOQ) during bulk production). 
• MOQ Thresholds: Standard production orders start at 100 pieces for existing cosmetic bases and 1,000 pieces for completely custom formulations developed from scratch. 
• Fresh Ingredient Restriction: In compliance with National Pharmaceutical Regulatory Agency (NPRA) guidelines, we do not accept fresh or raw perishable ingredients (e.g., raw fruits, unrefined fresh milk) for bulk GMP manufacturing due to microbial stability risks. Only approved stable cosmetic extracts are permitted. 

4. Product Notification (KKM NOT) & Compliance

• Bases vs. Final Products: Utilizing SoapLab cosmetic bases does not automatically mean your final product is registered. Final sellers bear full statutory responsibility under Malaysian law to submit their unique product labeling, testing data, and notification to the NPRA (Ministry of Health Malaysia). 
• No Medical Claims: Buyers using our materials to create commercial brands must ensure their product labels make no therapeutic, medicinal, or misleading skin-cure claims. 

5. Returns, Shortages, and Refunds

• Perishable Items: Due to the hygienic nature of cosmetic raw elements and chemical bases, items that have been unsealed or altered cannot be returned.
• Damaged Goods: Any shipping shortages, leakage, or damages must be reported to our Customer Support Channels via WhatsApp (012-8773817 / 012-6643817) within 48 hours of delivery package receipt, accompanied by clear photographic evidence. 

6. Personal Data Protection (PDPA 2010 Compliance)

• Data Processing: By signing up for a SoapLab Membership Programme or processing an online checkout order, you consent to the collection of your name, phone number, and shipping address under the Personal Data Protection Act 2010.
• Communication: We utilize this data strictly for delivery completion, order verification, and membership updates delivered through email or official WhatsApp lines. 

7. Governing Law

• These Terms and Conditions shall be governed by and construed in accordance with the laws of Malaysia. Any disputes arising out of the use of this website or our commercial services shall be subject to the exclusive jurisdiction of the Malaysian courts.

SoapLab Malaysia Shipping, Delivery & Return Policy

We are dedicated to providing high-quality raw materials, soap bases, and natural skincare formulation supplies efficiently. Please review our official logistics, shipping timelines, and return eligibility criteria below.

1. Order Processing & Fulfillment

• Ready-Stock Items: Standard raw soap bases and ingredients are processed and shipped out within 1 to 2 business working days after your payment is successfully verified.
• Bulk & OEM Production: Private label manufacturing, custom formulations, and large-scale bulk orders require an extended manufacturing lead time of 10 to 15 business working days for production, quality testing, and sampling prior to dispatch.
• Operational Days: Our fulfillment center operates Monday through Friday. We are strictly closed on weekends and public holidays.
• Order Modifications: Changes or cancellations are only permitted within 1 hour of placing your order. Due to tight logistics timelines, we cannot accept any modifications for orders using expedited or international shipping. 
• Restocking Fees: Orders cancelled after they have already been packed are subject to a 15% restocking fee.

2. Domestic Shipping within Malaysia

We partner with trusted domestic couriers, including PosLaju, Ninjavan, and City-Link, to deliver across Malaysia.

Destination	Delivery Timeframe	Shipping Fees
Peninsular Malaysia	1 to 2 business working days	From RM 10.00 onwards (Calculated automatically via actual or volumetric weight, whichever is higher).
East Malaysia (Sabah & Sarawak)	3 to 8 business days (Air Freight) Up to 4 weeks (Sea Freight for heavy bulk)	Calculated at checkout based on total parcel weight.

• Free Shipping Incentive: We offer Free Shipping on orders above RM 200.00, valid exclusively for standard domestic delivery addresses within Semenanjung (Peninsular) Malaysia. 

3. Damages, Liquid Leaks & Transit Claims

We use industrial-grade packaging, safety seals, and bubble wrap to protect raw liquids and fragile ingredients. However, if transit damage occurs, please follow these steps:

• Reporting Window: All transit damages, missing items, or liquid leaks must be reported to us within 24 hours of package delivery as marked by the courier tracking status. 
• Required Documentation: You must provide clear unboxing photos or videos showing the outer box condition, the shipping label, and the specific leaked or damaged product container. 
• Resolution Policy: Upon verification, SoapLab Malaysia will issue either a replacement product or a store credit refund. Claims submitted after the 24-hour window or without photographic proof cannot be processed.

4. Returns & Exchange Eligibility

Due to the sanitary and chemical nature of skincare raw materials, our return policy is strictly enforced to ensure the safety and purity of our inventory.

• Strictly Non-Returnable Items: For hygiene and safety reasons, we do not accept returns or exchanges on any opened raw ingredients, essential oils, fragrance oils, carrier oils, colorants, or active botanical extracts. Once a safety seal or packaging is broken, the product is completely ineligible for return.
• Eligible Items for Return: You may request a return or exchange only for unopened, unused, and sealed items (such as equipment, moulds, packaging bottles, or completely intact raw materials) within 7 days of receiving your order.
• Return Conditions: Items must be in their original packaging with all tags and seals unbroken. The customer is responsible for all return shipping costs unless the return is due to an internal sorting error on our part (e.g., incorrect item sent).
• Return Process: To initiate a return, contact our support team with your order number. Do not ship items back to our warehouse without prior written approval.

5. Local Self-Pickup Option

To save on courier fees, you may opt for our official local pickup point:

• Pickup Location: 49A, jalan Tiara, Taman Perindustrian Sime UEP Subang Jaya
• Handling Fee: A flat handling charge of RM 3.00 applies to all self-pickup orders.
• Lead Time: Orders must be placed at least one day in advance. Pickups are strictly scheduled from Monday to Friday, between 12:00 PM and 6:00 PM. Our primary warehouse is closed to walk-in customers.

6. International Shipping

We offer worldwide shipping to international formulation enthusiasts with specific safety limitations.

• Standard Carriers: International orders are shipped via Pos Malaysia International Registered Pos.
• Expedited International Options: Customers can explicitly request expedited transit via DHL or PosLaju by contacting customer service with their order number for a custom quote.
• Strict Material Restrictions: We do not ship hazardous chemicals, sodium hydroxide (Lye), soap cutters/knives, or flammable raw ingredients internationally.
• Customs and Import Liabilities: International buyers are fully responsible for local import duties and customs clearances. SoapLab Malaysia is not liable for refunds or replacements if packages are seized or damaged by custom restrictions.

7. Tracking and Support

Once dispatched, a tracking number from the designated carrier will be provided via your registered contact method. For immediate inquiries regarding returns or bulk OEM shipments, you can reach out via SoapLab Malaysia WhatsApp Support at 012-8773817.

SoapLab Malaysia — Return, Refund & Cancellation Policy

By purchasing our soap bases, cosmetic ingredients, workshops, or OEM manufacturing services, you agree to the following terms and conditions.

1. Returns & Exchanges

• Sent Orders: No returns or exchanges are allowed once an order has been shipped from our warehouse.
• Damaged Goods: Returns are strictly accepted only if the items arrive physically damaged or defective.
• Reporting Window: You must report any damaged items to our team via WhatsApp (+6012-8773817) or email (sales@soaplabmalaysia.com) within 48 hours of delivery proof.
• Condition of Return: Approved damaged returns must be unused, unblended, and kept in their original bulk packaging. 

2. Refunds & Out-of-Stock Items

• Processing Time: Please allow up to 10 business days for us to process your approved return and issue a refund. 
• Out-of-Stock Products: If an item becomes unavailable while your order is processing, we will ship the remaining items and put the missing product on backorder. 
• Order Modifications: You may request to swap a backordered item for a different product or have it removed completely for a refund by notifying customer support. 

3. Cancellations & B2B Custom Services

• Standard Retail Orders: Orders cannot be cancelled once they have been fulfilled and dispatched into the courier network. 
• OEM Custom Sampling: The RM200 customized product sampling fee is non-refundable. However, if you proceed with full contract manufacturing (MOQ 500pcs+), this fee will be deducted from your final invoice. 
• Paid Masterclasses/Workshops: Registrations for physical or paid digital formulating workshops are final and non-refundable once materials are provided or seats are locked. 

PRIVACY POLICY: PAYMENT PROCESSING AND FINANCIAL DATA

1. Zero Storage Policy for Financial Credentials

We prioritize the security of your financial information. We do not collect, process, or store your credit/debit card numbers, CVV codes, or digital wallet PINs on our servers.

When you make a purchase, your financial credentials are entered directly into a secure portal and pass entirely to our third-party payment gateway provider. Our systems never touch this data; we only receive a secure transaction status confirmation (e.g., "Success" or "Failed") and a unique reference token.

2. Information We Collect (Transaction Metadata)

While we do not hold your raw payment credentials, we collect limited administrative data to verify and manage your order:

• Identity & Billing Data: Full name, billing address, email address, phone number, and country of residence.
• Transaction Metadata: Date/time of purchase, total amount paid, currency, items purchased, and the payment method used (e.g., Visa, Mastercard, Touch 'n Go, or DuitNow QR). 

3. Legal Bases for Processing (Global Compliance)

Depending on where you reside, we process your transaction metadata under the following legal frameworks:

• Malaysia (PDPA 2010): We process your data based on your explicit consent given at checkout, and to fulfill our contractual obligations to you.
• Other Jurisdictions: Processing is conducted to execute your requested transaction and maintain legal financial records.

4. Purpose of Collection and Processing

Your transaction metadata is used strictly for:

• Order Fulfillment: To match your payment confirmation with your order and deliver your purchase.
• Customer Support: To process refunds, handle transaction disputes, or resolve billing inquiries.
• Fraud & Risk Mitigation: To detect, investigate, and prevent unauthorized or fraudulent financial transactions globally.
• Legal & Tax Compliance: To maintain corporate accounting logs for mandatory auditing and tax reporting (e.g., Lembaga Hasil Dalam Negeri in Malaysia, or global VAT/sales tax requirements).

5. Third-Party Disclosure & Cross-Border Data Transfers 

By initiating a payment, your financial data is transmitted directly to licensed financial institutions. Because we serve international buyers, your data may be transferred across international borders to:

• Our Payment Gateway: Payment gateway to manage secure global data routing.
• International Card Networks: Visa and Mastercard for global authorization.
• Local Digital Networks (Malaysia): TNG Digital Sdn Bhd (Touch 'n Go) and PayNet (DuitNow QR network) for regional wallet transactions.

6. Technical Security Measures

Because your data passes entirely through the gateway, we ensure the transmission path is secure:

• Transport Encryption: Our entire website uses Transport Layer Security (TLS/SSL) encryption to protect your data as it moves from your browser to the payment gateway.
• Secure API Integration: We use secure tokens and APIs provided by our payment gateway, ensuring your financial information never touches our local databases. [1]

7. Your Global Rights and Contact Information

Depending on your location (including Malaysia, the EU, UK, or certain US states), you have the right to access, correct, delete, or restrict the processing of your personal data.

To exercise your rights or make inquiries regarding your data, contact our Data Protection Officer (DPO) at:

• Email: soaplabmalaysia@gmail.com
• Address: 49A, Jalan Tiara, Taman Perindustrian Sime UEP Subang Jaya.