Lifestyle Centre Policies
Here at Celllora MediSpa we value our customers. Please take some time to go over our MediSpa policies so we can better serve you. Celllora MediSpa adheres to the following policies regarding payment terms, refunds and cancellations.
• Single Treatment (Normal or Promotional Price)
Full payment for services which can be performed on the same day. For treatments requiring preparation of treatment ingredients will require at least 3 days in advance.
• Packages (Normal Price)
Deposit of 25% from the total package price and the remaining sum must be made within 3 months before appointment booking and commencing the first treatment.
• Packages (Promotional Price)
Deposit must be at least 50% from the total price and the remaining sum must be made within 2 months before appointment booking and commencing the first treatment.
SERVICE REFUND POLICY
• Refund for Deposit
All deposit on packages are non-refundable and non-transferable to other individual. Customer may convert the total payment made for retail products at normal price. However, it is up to the discretion of Celllora MediSpa to allow conversion of paid amount to other package, service, or treatment amount not more than the total sum paid.
• Fully Rendered Services
Under no circumstances will refunds be issued for services rendered. This includes; completed treatments and according to schedule and proof of improvements after treatment. If no improvements due to underlying medical causes not informed, unknown before and when the treatment is carried out, or other causes which resulted in no improvements, no refund will be given unless otherwise determined by the Management.
• Un-utilised Services
Refunds will be issued for remaining packages paid, but unutilised, with a maximum of 30% of remaining package price. Customer, however, may convert the remaining total sum for retail products at normal price. Unused amount of the package can be exchanged to other package of equal to or lower value, or retail products at normal price within 7 days of purchase.
• Kindly provide us with a 24-hour cancellation notice for your appointment.
• Rescheduling of appointments is subject to availability. Cancellations or rescheduling require 24-hour notice for any singular appointment or service.
• Rescheduling of appointments involving preparation of treatment ingredient required minimum of 3 days in advance. Cancellations or rescheduling of less than 3 days will be subjected to a 50% prorated amount per treatment (excluding any free promotional treatments).
• Cancelling multiple services, or packages, or parties more than 2 requires a minimum of 48-hour notice. Any cancellation with less than the required time may incur a 50% cancellation fee.
- We strive to deliver your purchased products in shortest time possible. All orders are in processed as soon as the transaction is confirmed.
- Currently, we can only send orders to street addresses in West Malaysia, Sabah and Sarawak. We do not deliver to a PO Box address. We are unable to ship to any International address.
NEXT BUSINESS DAY DELIVERY
- Confirmed orders will be delivered on the next business day if they are placed before 12PM, Monday – Friday, excluding public holidays.
- Orders placed on Friday after 12PM and over the weekend will be processed on Monday and will be delivered out on Tuesday by Courier, excluding public holidays.
- Next Business Day Delivery is not available for addresses with P.O. Boxes.
- Delivery to rural or remote areas may take an additional 2 – 3 working days.
STANDARD DELIVERY CHARGES
- Celllora Shop offers Standard Delivery Charges on offline orders and via shop.celllora.com. Delivery charges are fixed at:
- Peninsular Malaysia: RM10.00 with every transaction and Sabah/Sarawak: RM15.00 with every transaction for only one shipping address.
- All orders are dispatched and delivered by Courier Service, Monday – Friday, excluding weekends and public holidays.
- For online orders, the charges are as advertised in the e-commerce platforms, with your choice of courier service providers.
- Sale/ Promotional Periods
- During peak sale/promotional periods, we may not be able to fulfill next day deliveries due to heavy surges in online orders – you will be advised of any product availability issues when placing your order.
- West Malaysia: Additional 3 – 5 working days for your order to arrive.
- Sabah : Additional 3 – 7 working days for your order to arrive.
MULTIPLE ADDRESS DELIVERY
- We are currently only able to deliver to one delivery address per order. If you'd like to deliver to multiple addresses, please place a separate order for each unique address.
- Celllora MediSpa can only send orders to street addresses in Malaysia. We do not deliver to a PO Box address. We are unable to ship to any International address.
- At the time of delivery, you may be required to validate the delivery of the products by signing-off with the delivery personnel. You agree to inspect the product/products for any obvious faults, defects or damage before you sign for received products.
- We deliver all orders using our standard packaging materials. Any special packaging as request by customer is subject to additional charges.
- There will be 2 attempts made to deliver your parcel. If at all these 2 attempts fail, a note will be placed in your recipient’s mailbox for collection at delivery counter at the allocated courier services branch.
- Note: Purchases made after 12pm each day would be considered as next day purchase for courier purposes.