Customer Care

Contact the Murad team in Malaysia.  From product queries to skincare know-how, we're here for you.

Call:
(603) 7887 8149
Monday-Friday 
9:00AM - 5:00PM

Email: wecare@murad.com.my
You will receive a reply within
1-2 working days.

Dealers Enquiry: 
(603) 7887 8149 
(603) 7887 9149
Email: customercare@deaconmedical.com
  • ORDERS AND DELIVERY
    • Has my order shipped?
      • You will receive a shipment email confirmation when your order has been dispatched.

    • How do I track my order?
      • If you have a concern about your order, please email wecare@murad.com.my or call 1800 687 237 and we will be happy to help.

    • Do you ship international orders?
      • Unfortunately Murad Malaysia does not ship to international addresses.  Please contact us to see which of our offices can ship to your country.

    • How long my order will take to arrive?
      • Orders are processed and shipped on working days only (Monday to Friday, excluding public holidays).

        During sales and holiday periods, please allow extra time for your order to be delivered.

        All orders are shipped from within Malaysia.

        All orders are processed and shipped within 2 days of purchase. Any orders placed on weekends or holidays will be processed the next available business day. Shipping charges are subject to change without notice.

    • Can I customise or cancel my order?
      • Please email wecare@murad.com.my and we will do our best to help. If your order has already shipped, we cannot change or cancel your order.

    • What are Murad's terms of sales?
      • OUR PRODUCTS

        The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the Products accurately your Products may vary slightly from those images. The packaging of the Products may vary from that shown on images on our site.

        PERSONAL INFORMATION

        We only use your personal information in accordance with our Privacy Policy. Please take the time to read it, as it includes important terms which apply to you.

        OUR CONTRACT

        Our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

        After you place an order, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted.

        We will confirm our acceptance to you by sending you an e-mail that confirms that the Products have been dispatched (Dispatch Confirmation). The contract between us will only be formed when we send you the Dispatch Confirmation.

        If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because we cannot meet your requested delivery date or because of an error in the price on our site, we will inform you of this by e-mail and will not process your order.

        OUR RIGHT TO VARY THESE TERMS

        We may amend these Terms from time to time. Every time you order Products from us, the Terms in force at the time of your order will apply to the contract between you and us.

        RETURNS AND REFUNDS

        If, within 30 days of receiving a Product, you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the contract and receive a refund.

        To return a Product please see our “Return Policy” page.

        ORDERS AND DELIVERY

        Orders will only be shipped and delivered to addresses located within Malaysia. A single order may only be shipped to one delivery address (no split orders).

        Delivery of an Order shall be completed when we deliver the Products to the address you gave us and the Products will be your responsibility from that time. You own the Products once we have received payment in full, including all applicable delivery charges.

        Occasionally our delivery to you may be affected by an Event Outside Our Control. See below for our responsibilities when this happens.

        DEFECTIVE OR DAMAGED MERCHANDISE

        In the event that we process your order incorrectly, or that you receive a defective or damaged item, please contact us, and we will provide a full refund and/or replace the item. On some occasions, we will require defective or damaged items to be returned.

        PRICE AND PAYMENT

        It is always possible that, despite our reasonable efforts, some of the Products on the Site may be incorrectly priced. If we discover this error before we accept your order we are not required to sell the Products to you at the price shown. If we discover an error in the price of the goods that you have ordered we will let you know as soon as possible and give you the option or reconfirming your order at the correct price or cancelling it. If you cancel your order and you have already paid for the goods (but they have not yet been dispatched) you will receive a full refund.

        The price of a Product includes GST (where applicable) at the applicable current rate. However, if the rate of GST changes between the date of your order and the date of delivery, we will adjust the GST you pay, unless you have already paid for the Products in full before the change in GST takes effect.

        The price of a Product does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order.

        OUR LIABILITY TO YOU

        If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not reasonably foreseeable. We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

        PROMOTIONS

        From time to time we will offer various promotions that can be applied to your order using a promotional code, which we will provide to you. You should enter the applicable promotion code in the space provided in the Cart/Basket, before you submit your order. The value of the promotion will be applied to your order (but may not be displayed as a separate line item).

        While the terms and conditions for each promotion will vary, most of our offers last for a limited time, and have associated promotional codes that can only be used once per customer, and cannot be combined with other offers. Promotional delivery offers will apply to orders that meet the terms and conditions for that particular promotional guidelines, such as the applicable merchandise total (before delivery/handling charges are applied) and the requirement that the order be delivered to a single address.

        Some offers will not have an associated promotional code – they can simply be added to your shopping basket, and the promotion will be applied, as long as you have met the other offer requirements.

        If you have any questions about a promotion, or whether your order qualifies, feel free to contact us.

        EVENTS OUTSIDE OUR CONTROL

        An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

        We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by an Event Outside Our Control.

        If an Event Outside Our Control takes place that affects the performance of our obligations under a contract with you we will contact you as soon as reasonably possible to notify you. Our obligations under that contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

        You may cancel a Contract affected by an Event Outside Our Control. To cancel please contact us. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will refund the price you have paid, including any delivery charges.

         

        CONTACT US

        To contact us click here

  • RETURNS AND REFUNDS
    • How do I return my order for a refund?
      • Murad is a collection of high performance skincare that we are sure you will be delighted to discover and use.  However, if for any reason you feel the need to return a purchase, we are happy to offer a product satisfaction guarantee and will refund your purchase price. Please note that we can only process a refund if the product you purchased was direct from Murad.com.my.  We do not process refunds for products purchased from any 3rd party vendor.

         

        For products that have been delivered in error we will refund the full value of the products and the costs of returning them.

        Where we are unable to supply a product you have ordered and paid for, we will automatically refund you the amount paid for the product as soon as is reasonably possible.

        If you are unsatisfied with a product for any reason you will be refunded the price you paid for the product.

        For your protection, we recommend that you always use a recorded-delivery service to return the products, as we will not process any refunds until we receive the products back.

        We will refund using the same payment method of the original purchase.

         

        Our return address is :-

        131-1 NZX Commercial Centre, Jalan PJU 1A/41B Ara Damansara
        Petaling Jaya, Malaysia 47301

         

        Please place a note in with the parcel or place your order number on the package so when we receive it we can contact you and send you the tracking details for the exchanged product or a confirmation for your refund Also please note the following regarding returning or refunding your order:

        1. Make sure you buy direct from us. We cannot refund purchases from other vendors.

        2. Make sure you have the receipt. We will need it in order to issue a refund.

        3. We cannot refund on discontinued items, if you are unsure if a product is discontinued, call or email, we're happy to help.

        4. You must return your products within 30 days from the dispatch date.

        5. All refunds are less postage and packaging.

        6. Refunds can be processed against personal use products only.

        NOTE nothing above is to be taken to limit rights which you have under the Malaysian Consumer Laws.

  • PAYMENTS
    • Which payment methods can I use to place my order?
      • We accept major forms of credit cards including Visa and MasterCard

        For your security, your billing name and address must match that of the credit/ debit card being used for payment. We reserve the right to cancel any order that does not match this criterion.
  • When the payment will be taken from my account
    • For any order placed on our website or by phone, payment will be taken as soon as the order has been shipped.

  • PRODUCT INFORMATION
    • How do I know what is right from me?
      • We offer an online skin advisor to guide your product choice. If you would like to speak to someone about your specific skin goals, please email wecare@murad.com.my with your telephone number and one of our knowledgeable staff will contact you within 2 days.

    • Do Murad tests on animals?
      • Murad never tests any products on animals & uses only ingredients that have not been animal tested. We only test on humans. We do sell our products in Hong Kong but not mainland China so we are not required to test on animals.

    • Do Murad products contain parabens?
      • At Murad, we not only take our customers' safety concerns quite seriously, we share them. That is why we follow strict industry and government guidelines to ensure that every ingredient in each of our formulas has been thoroughly safety tested and approved for use. In addition, our product development and quality control teams continuously monitor the scientific literature, as well as reports from our customers, to ensure that our products are at the leading edge of safety as well as performance.

        Because customer safety is our highest concern, Murad's product development team continually monitors scientific literature, and FDA safety alerts and guidance, to ensure that all of our products are safe and fully compliant with all applicable rules, regulations and laws. At Murad we use different preservatives depending upon the unique formula of each product, accordingly many products manufactured by Murad are paraben free.

        To help ease your concern about the safety of a paraben, or any other ingredient, we encourage you to visit www.cosmeticsinfo.org which is a website specifically dedicated to providing consumers with timely and objective information regarding ingredient safety.

        You can also contact Customer Care to customise a regime perfect for you that will address any ingredient concerns you may have.

    • Are Murad products safe to use while pregnant or breast feeding?
      • Please be advised that while Murad undergoes all possible safety testing for the quality and efficacy of our products, we have not conducted specific testing for pregnant or breast feeding women. Dr. Murad recommends that women who are pregnant or breast feeding consult their physician before using any skincare products regardless of the brand.