Beauty treatments are services, not goods, so “returns” work differently here than in a shop. This page sets out plainly what we put right for free, when we refund, and how to raise a concern with BakerPlus Beauty Studio Sdn Bhd.
1. Our satisfaction commitment
If something about your set is not right — a fan out of line, uneven curl, a shape that does not match the approved map — contact us within 72 hours of your appointment and we will fix it at no charge, usually within two working days. This commitment applies when the aftercare guidance issued at your appointment has been followed.
2. Early retention issues
Losing a few extensions in week one is normal shedding. Losing a substantial portion of a set within the first week is not, and we treat it seriously: send photos to [email protected] within seven days of application and we will assess and offer a free corrective infill or, where the loss is clearly application-related, a full refund of the session.
3. When refunds are given
- Application fault confirmed — free fix, or full refund if you prefer;
- Treatment cannot be completed for a reason on our side — full refund of any amount paid;
- Adverse reaction despite disclosed history and patch test — refund of the treatment and free removal;
- Deposits — refunded in full for cancellations made 24 hours or more in advance.
Refunds are returned by the original payment method within fourteen days of our confirmation. Where payment was made in cash, we refund by bank transfer to an account in your name.
4. When refunds are not given
- Change of mind after a treatment has been completed as mapped and approved;
- Retention loss caused by oil-based products, mechanical curlers, steam within the curing window, or other departures from the aftercare guidance;
- Work carried out by another salon on top of ours;
- No-shows and cancellations inside 24 hours (see Terms & Conditions).
5. Gift cards
A gift card may be cancelled for a full refund within 14 days of purchase provided no part of it has been redeemed, in line with good practice under Malaysian consumer protection law. After fourteen days, or after first redemption, cards are non-refundable but remain transferable to another person on request.
6. Retail items
Sealed aftercare products (cleansers, brushes, serums) bought at the studio may be returned unopened within fourteen days with the receipt for a full refund. Opened personal-care items cannot be returned, for hygiene reasons.
7. How to raise a concern
Email [email protected] with your appointment date and photos where relevant, or call +60 3-2856 7410 during opening hours. Concerns go to the studio manager, not a call centre, and receive a substantive reply within three working days.