Effective date: 5 November 2026
This policy applies to purchases made directly through longinhq.com from LON & GIN, operated by BAL International Trading Sdn Bhd, Malaysia. For purchases made through TikTok Shop, Shopee or another retailer, please use that seller’s return process. Mandatory consumer rights continue to apply.
At a glance
- Change-of-mind returns: request within 14 calendar days of delivery. Items must be unopened, unused and in original packaging with hygiene seals intact.
- Opened, used or swatched cosmetics cannot be returned for change of mind. Faulty, damaged, incorrect or misdescribed products are always covered.
- Delivery problems: please tell us promptly, preferably within 7 days. Photographs help; an unboxing video is not required.
- Return postage: paid by you for change-of-mind returns; paid by us for confirmed faults or fulfilment errors. No restocking fee.
- Refunds: to your original payment method within 10 business days of approval.
- Always contact us for return instructions and the return address before posting an item.
Change-of-mind returns
You may request a return within 14 calendar days of delivery. Eligible items must be unopened, unused and in their original packaging, with hygiene seals intact.
For hygiene reasons, cosmetics, skincare and personal-care products that have been opened, swatched or used, or have broken hygiene seals, cannot be returned simply because you changed your mind, dislike the shade or texture, or selected the wrong product. This does not limit your remedies for faulty, damaged, incorrect or misdescribed products.
Damaged, faulty, incorrect or missing items
If your order arrives damaged, contains an incorrect item, or has a missing item, please contact us promptly, preferably within 7 days of delivery. This is a request to help us resolve the issue quickly, not a deadline for your legal rights. If a fault becomes apparent later, contact us when you discover it.
Please provide your order number, a description of the issue and, where available, photographs of the product, packaging and shipping label. An unboxing video is not required. Keep the item and packaging while we assess the issue, and do not continue using a product that appears unsafe.
We will assess the issue and provide the appropriate remedy, which may include a replacement or refund. Where applicable law gives you the right to reject goods and choose a refund or replacement, we will respect that choice. Sale and promotional items have the same rights for faults and misdescription as full-price items.
How to request a return
Email bal@longinhq.com with your order number, the item you wish to return and the reason. We aim to respond within 3 business days. Business days are Monday to Friday, excluding Malaysian public holidays.
Please do not post an item before contacting us. We will email you the return instructions and the correct return address. Returns are sent by post or courier. Use suitable protective packaging and keep your proof of postage and tracking number.
Return postage and fees
For an eligible change-of-mind return, you pay the return postage. Original delivery charges are not refunded for change-of-mind returns. We do not charge a restocking fee.
For confirmed faulty, damaged, incorrect or misdescribed products, or fulfilment errors, we cover reasonable return postage and replacement delivery costs. Contact us first so we can arrange a prepaid method or agree reimbursement. Where a refund is due because of our error or a product fault, we also refund the original delivery charge for the affected item, or the full original delivery charge if the whole order is returned for that reason.
To change a shade or product, return an eligible unopened item for a refund and place a new order. Replacements for faulty or incorrect items are subject to availability and your legal rights.
Refunds
We will email you after receiving and inspecting a return, or after agreeing that no physical return is needed. If a request is declined, we will explain why. Approved refunds are issued to your original payment method within 10 business days of approval. Your bank or payment provider may take additional time to credit the funds to your account.
The refund is based on the amount actually paid for the returned item, including any applicable discount. For sets or bundles, please return the complete set for a change-of-mind refund; if only part of a set is faulty, we will provide the appropriate remedy for that fault. We will not substitute store credit for a refund without your agreement. Contact us if you have not received your refund after the advised processing period.
Order cancellations and preorders
You may cancel an order, including a preorder, before dispatch begins by emailing us with your order number. If dispatch has not begun, we will cancel the order and refund the full amount paid. Once an order has been dispatched, the return terms above apply.
Any estimated dispatch timing for a preorder will be stated on the product page or in your order confirmation. A product launch date is not a guaranteed dispatch or delivery date. If we cannot fulfil your preorder, we will refund you in full. If dispatch is materially delayed, we will let you know and offer you a revised timeframe or cancellation with a full refund.
Your consumer rights
Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded under the Malaysian Consumer Protection Act 1999 or other applicable law. Any mandatory rights in the country where you receive your order also continue to apply. The 14-day change-of-mind window and hygiene exclusions do not override those rights.
Contact us
LON & GIN
Operated by BAL International Trading Sdn Bhd
Kota Kinabalu, Sabah, Malaysia
Customer service: bal@longinhq.com