At AURA VITA SDN. BHD., we want you to be completely satisfied with your purchase. Because many of our products are personal care, skincare, and health items, we apply the following conditions to keep every product safe and hygienic for all customers.
1. Eligibility for Return or Exchange
Items damaged during transit or incorrect items received must be reported within 7 calendar days of receipt with photographic evidence. To qualify for an exchange or store credit:
- Products must remain unused, unopened, and in their original packaging, with all seals, labels, and accessories intact.
- Proof of purchase (order number or invoice) must be provided.
- Photographs must clearly show the outer parcel, the packaging, and the damage or incorrect item.
2. Non-Returnable Items
For hygiene and safety reasons, the following are not eligible for return or exchange unless they arrived damaged, defective, or incorrect:
- Opened or used skincare, cosmetics, and personal care products.
- Health supplements with broken seals or opened containers.
- Beauty devices and accessories that have been used or removed from their sealed packaging.
- Items purchased on clearance or marked as final sale.
- Free gifts and promotional samples.
We do not accept returns for change of mind, or for skin reactions or personal preference, because product suitability varies between individuals. We recommend reading product labels carefully and booking a beauty consultancy session if you are unsure which products suit you.
3. Defective Beauty Devices
If a beauty device is found to be defective upon first use, please report it within 7 calendar days of receipt with a description and photos or a short video of the issue. Where a manufacturer's warranty applies, warranty details will be provided with the product.
4. How to Request a Return or Exchange
- Contact us through our Contact Us page within 7 calendar days of receiving your order, with the subject "Return Request – [Order Number]".
- Include your order number, the item(s) concerned, a description of the issue, and photographic evidence.
- Our team will review your request and reply within 24 business hours with the next steps.
- If approved, we will advise you on how to return the item. Please do not send items back without prior approval, as unauthorized returns may not be accepted.
5. Exchanges, Store Credit & Refunds
- Once the returned item is received and inspected, we will offer an exchange for the same item or store credit of equal value.
- Where a replacement is unavailable, a refund may be issued to your original payment method. Refunds are typically processed within 7 – 14 working days after approval; the time for funds to appear depends on your bank or payment provider.
- Where the return is due to our error (damaged, defective, or incorrect item), we will cover the return shipping cost.
6. Order Cancellation
You may request to cancel an order by emailing us as soon as possible before it has been dispatched. Orders that have already been dispatched cannot be cancelled and will be subject to the conditions of this policy.
7. Wholesale Orders
Returns, exchanges, and claims for wholesale and bulk orders are governed by the terms agreed with your account manager in your quotation or supply agreement.
8. Contact Us
For any questions about returns, exchanges, or refunds, please reach us through our Contact Us page.