- Introduction
Sally HQ is committed to protecting your personal information and respecting your privacy. This Privacy Policy explains how we collect, use, disclose and protect your information when you visit our website or make a purchase. It is issued under the Personal Data Protection Act 2010. Any enquiry or request about your personal information should be emailed to us. - Information We Collect
We may collect:
• Full Name
• Phone Number
• Email Address
• Billing & Shipping Address
• Payment Information (processed securely through payment providers)
• Purchase History
• Device Information and IP Address
Information marked as required at the point of collection must be supplied. If you do not supply it, we cannot process or deliver your order. All other information is voluntary. - How We Use Your Information
Your information is used to:
• Process and deliver orders
• Contact you regarding your purchases
• Provide customer support
• Improve our website and services
• Send promotional offers (with your consent)
• Detect and prevent fraud, chargebacks and misuse of our website
• Establish, exercise or defend legal claims and enforce these policies
• Comply with legal obligations - Data Protection
We implement appropriate security measures to safeguard your personal information. Payment information is handled by secure third-party payment providers. No method of internet transmission or storage is completely secure, and while we take reasonable steps we cannot guarantee absolute security. - Sharing Information
We do not sell your personal information. Information may be shared only with:
• Courier partners
• Payment gateways
• Service providers necessary to fulfill your order, including our website, hosting, email and analytics providers
• Our professional advisers, where necessary
• A purchaser or successor of our business
• Government authorities where legally required
Some of these providers store or process data outside Malaysia. We will only transfer your information to a place that has a substantially similar law, or that provides a level of protection equivalent to Malaysian law, or where you have consented. - Retention
We keep your information only for as long as necessary, and in any event for [7] years for order and transaction records, in order to meet our accounting, tax and record-keeping obligations and to deal with any claim.
TERMS & CONDITIONS
By placing an order you confirm that you have the legal capacity to enter into this contract, and that if you are under 18 you are doing so with the knowledge and consent of your parent or guardian, who accepts responsibility for the order.
Orders
• Products shown on our website are an invitation to treat, not an offer. Your order is an offer to purchase.
• Any order acknowledgement we send confirms receipt only. A contract is formed only when we confirm that your order has been dispatched.
• All orders are subject to product availability.
• Sally HQ reserves the right to reject or cancel any order before dispatch, including because of pricing or description errors, suspected fraud, stock issues, quantities beyond normal personal use, purchase for resale, or a delivery address we do not serve. If we do, we will refund you in full and will have no further liability.
• We may limit the quantity that may be purchased per order, per customer or per address.
• Once an order has been dispatched it cannot be cancelled. Before dispatch, we may agree to cancel at our discretion.
• Products are sold for your own personal use and not for resale. You may not represent yourself as an authorized distributor or reseller of any product or brand we carry.
• If you give us the details of another person, for example for a gift delivery, you confirm that you have that person’s consent for us to use their details to fulfill the order.
• If you purchase for business or resale purposes, the Consumer Protection Act 1999 does not apply to your purchase, our Refund & Return Policy does not apply, and the products are supplied with no warranty beyond that given by the manufacturer.
Pricing
• Prices are displayed in Malaysian Ringgit (RM). Delivery charges are shown before you place your order.
• Prices may change without prior notice. A change does not affect an order we have already dispatched.
• If a price is displayed in error, we are not obliged to supply at that price, even if payment has been taken. We will contact you to proceed at the correct price or cancel and refund you in full.
Vouchers & Promotions
Unless stated otherwise, vouchers and discount codes are single use, non-transferable, have no cash value, cannot be combined with other offers, and are valid only for the stated period. We may withdraw or vary any promotion at any time, and may cancel any order where a code has been obtained or used improperly or through an error on our website.
Payment
We accept approved payment methods displayed during checkout. Payment must be received in full before dispatch. Ownership of the products remains with us until payment is received in full. If a payment is later reversed or charged back, you must return the products or pay the outstanding amount, and we may recover our costs of doing so.
Shipping
Orders are processed within the stated business days. Delivery times depend on courier services and are estimates only; time of delivery is not of the essence. Risk passes to you on delivery, or on first attempted delivery if delivery fails through no fault of ours.
Product Information
• We strive for accurate descriptions. Minor differences in packaging or colour may occur due to lighting and screen settings, and are not a defect.
• Manufacturers may change formulations and packaging. Always read the label, ingredients and directions on the product itself before use.
• Nothing on our website is a medical or therapeutic claim. If you have sensitive skin, an allergy or a medical condition, check the ingredients and consult a medical practitioner, and patch test where recommended.
• If you experience any adverse reaction to a product, stop using it immediately, seek medical advice, and notify us with the product name and batch number. Please keep the product and its packaging, as we may need them.
• If a product is recalled or withdrawn, we will contact affected customers using the details provided with the order, and you agree to follow the instructions given.
Use of Our Website
All content on our website, including images, product descriptions, designs and the Sally HQ name and logo, belongs to us or our licensors and may not be copied, reproduced or used commercially without our written consent. You must not use our website unlawfully, provide false information, use automated tools to extract data or place orders, or interfere with its operation. We may suspend access and cancel orders where this clause is breached. If you post a review, photograph or comment, you allow us to use it in our marketing without payment, and we may remove it at any time. Reviews must be your own genuine experience and must not be false, misleading or defamatory. Our website may link to third-party sites, which we do not control and for which we accept no responsibility.
Limitation of Liability
• Sally HQ shall not be liable for delays or failure to perform caused by courier services, natural disasters, epidemics, strikes, utility or internet failure, government action, or other events beyond our reasonable control. If such an event continues for more than 30 days, either party may cancel the affected order and we will refund the price of any products not delivered.
• We are not liable for indirect or consequential loss, or loss of profit, business or data.
• Our total liability for any order will not exceed the amount you paid for the products in that order.
• We are not liable for loss arising from failure to follow the manufacturer’s instructions, use after the expiry or period-after-opening date, improper storage, or misuse of a product.
• Nothing in these terms excludes or limits any right you have under the Consumer Protection Act 1999 or any other law which cannot lawfully be excluded.
Complaints
If you have a complaint, please contact us at ________ with your order number and full details before taking any other step, so that we have a fair opportunity to resolve it.
General
• We may amend these policies at any time by publishing the updated version. The version applying to your order is the version published when you placed it.
• You will indemnify us against any loss, claim or cost arising from your breach of these terms, from information you give us that is false or incomplete, or from your misuse of our products or website.
• Notices to you may be sent to the email address or phone number given with your order.
• If any part of these terms is found to be unenforceable, the rest continues to apply.
• Our failure to enforce any term is not a waiver of it.
• We may transfer our rights and obligations to another business. You may not transfer yours without our consent.
• These terms are governed by the laws of Malaysia and the parties submit to the non-exclusive jurisdiction of the Malaysian courts.
REFUND & RETURN POLICY
Eligibility
Returns are accepted only if:
• Wrong item received.
• Damaged item upon arrival.
• Missing items.
• The item does not match its description in a material respect.
In these cases we bear the cost of return postage.
Conditions
• Claims must be submitted within 3 days of receiving the parcel. This is a notification period so that we can verify the condition of your parcel and claim against our courier. It does not affect your rights under the law, but late notification may mean we require further evidence before approving a return.
• Product must be unused and in original packaging, with all seals, labels, inserts and free gifts.
• Proof (photos/videos) is required, including of the outer packaging and shipping label. We recommend that you record the opening of your parcel.
• Do not send anything back before we issue a return authorization and a return address. Unauthorized returns may be refused.
• We may inspect the product, or refer it to the manufacturer, before approving a claim.
Non-Returnable Items
Returns are not accepted for:
• Change of mind or incorrect selection.
• Opened or used cosmetic products (unless defective).
• Sale or clearance items (unless damaged or incorrect).
• Free gifts, samples and promotional items.
• Products damaged after delivery through misuse, improper storage or failure to follow instructions.
Where a product forming part of a set or bundle is returned, the whole set must be returned. If a return brings an order below a promotional threshold, the value of that promotion or free gift may be deducted from the refund.
Refund Process
Approved refunds will be processed within 14–30 business days of our receipt and inspection of the returned product, using the original payment method. The time for funds to reach your account depends on your bank. Delivery charges are refunded only where the product was damaged, defective or incorrectly supplied.
We may decline to accept returns from any customer who in our reasonable view makes repeated, excessive or unfounded claims.
SHIPPING POLICY
• Orders are processed Monday–Friday (excluding public holidays).
• Processing time: 1–3 business days. This may be longer during sale and festive periods.
• Customers will receive a tracking number once the parcel has been shipped.
• Delivery timelines depend on the courier and destination and are estimates only.
• Sally HQ is not responsible for delays caused by the courier.
• You are responsible for providing a complete and correct delivery address and a contactable number. If you ask the courier to leave the parcel unattended, or authorise someone else to receive it, delivery is complete at that point.
• If delivery fails because of an incorrect address, unavailability, refusal or non-collection, re-delivery will be at your cost. If a returned parcel remains unclaimed for 30 days, we may cancel the order and refund the price of the products less delivery and handling charges.
• If tracking shows the parcel as delivered but you have not received it, notify us within 3 days so we can investigate with the courier.
CHECKOUT NOTICE
☐ I confirm that I am at least 18 years old (or am ordering with the consent of a parent or guardian) and that I have read and agree to the Privacy Policy, Terms & Conditions, Refund Policy and Shipping Policy.
☐ I consent to receiving marketing and promotional messages from Sally HQ by email, SMS and WhatsApp. I may withdraw this consent at any time.
Above the “Place Order” button:
Please check your order, address and contact number before proceeding. Clicking “Place Order” submits an offer to purchase. A contract is formed only when we confirm dispatch.