Refund & Exchange Policy
This policy applies to all purchases made through our platform. By completing an order, customers confirm that they have understood and agreed to the following terms.
1. Eligibility for Refund or Exchange
A refund or exchange may be requested under the following conditions:
-The wrong item was delivered
-Product damage during delivery that affects usage and safety
-Significant leakage or packaging failure (see Section 5)
-Defective sealing or compromised packaging integrity
A valid claim must include:
-Order number
-Clear photographs
-Complete, unedited first unboxing video
2. Cases Not Eligible for Refund or Exchange
We do not accept claims for:
-Products that have been opened or used beyond approximately 5%
-Personal preference (scent, feel, expectations, etc.)
-Minor dents, scuffs, or pressure marks on outer packaging
-Light powder residue or removable powder marks
-Minor clumping that can be loosened by hand
-Light moisture marks on the exterior not affecting product safety
-Customer orders with incorrect item, quantity, or variation
-Incorrect or incomplete delivery information
-Absence of recipient upon delivery
-Outdoor placement requested by customer resulting in rain/moisture exposure
-Deterioration caused by delayed collection
-Claims submitted more than 48 hours after delivery
-Missing complete unboxing video
-Damage caused by mixing the product with other substances
-Improper storage (humidity, heat, sunlight)
3. Inspection Period
Customers are advised to check the condition of the package immediately upon delivery.
All claims must be submitted within:
⏰ 48 hours of receiving the parcel.
Claims submitted after this timeframe will not be accepted.
4. Product Condition Requirements
Returned or exchanged items must be:
-Unopened
-Unused
-In original packaging
-With intact sealing, labels, and batch numbers
-Free from water exposure
-Free from contamination
Items failing to meet the conditions above may be declined.
5. Evaluation of Powder or Liquid Leakage
Considered normal (not eligible):
-Minor powder residue on packaging
-Light powder scattered from transit vibration
-Slight clumping that can be loosened
-Moisture around bottle neck that does not compromise sealing
-Minor damp marks on the outer carton
Considered significant (eligible):
-Approx. 15% or more content loss
-Packaging damage that affects safe use
-Complete seal failure
-Liquid accumulation inside the shipping carton
Evidence required:
Unedited unboxing video
Clear close-up photographs
6. Resolution Priority
To minimize waste and reduce unnecessary packaging, our standard resolution sequence is:
1. Exchange for the same item and specification
2. Dispatch a replacement item
3. Include replacement in the next order
Refunds are used only when the above options are not possible.
7. Refund Method
If approved:
-Refunds will be issued to the original payment method
-Shipping fees are not refundable
Processing time may vary based on financial institutions and payment gateways.
8. Shipping Fee Terms
Unless the error is confirmed to be on our side:
-Shipping fees are non-refundable
-Return shipping is the customer’s responsibility
9. Environmental Packaging Policy
To support sustainable practices, we do not use bubble wrap or non-biodegradable fillers. Our packaging uses transport-grade paper materials to minimize plastic waste.
During logistics handling, the outer carton may experience:
-Light dents
-Edge scuffs
-Minor damp marks
-Minimal powder or liquid traces
As long as the internal seal is intact and the product remains safe for use, such conditions are not considered defects.
Customers are responsible for ensuring delivery to:
-Sheltered areas
-Dry, flat surfaces
-Locations without water accumulation
Damage resulting from customer-requested outdoor placement will not be covered.
Quality assessment is based on: 👉 Product safety, hygiene, and usability — not exterior aesthetics.
10. Promotional Items
The following are not eligible for refunds or exchanges:
-Free gifts
-Buy-and-get promotional items
-Complimentary products in bundles
*Gift replacement is not guaranteed if unavailable.
11. Delayed Collection
Moisture damage, label deterioration, or contamination due to delayed pickup or improper storage will not be eligible for refund or exchange.
12. Abuse Prevention
We reserve the right to refuse service in cases of:
-Repeated claims
-Suspicious or inconsistent evidence
-Intentional damage
-Payment dispute abuse
-Harassment toward staff
-Fraudulent activity
Accounts associated with such behavior may be permanently restricted.
13. Assessment Logic
Refund and exchange decisions are based on:
-Product safety
-Functional usability
-Hygiene integrity
Cosmetic imperfections to the packaging are not qualifying factors.
14. Final Review
All decisions regarding refunds or exchanges are made at the discretion of Aurevia Amora Marketing based on the evidence provided and may be considered final.
15. Governing Law
This policy is governed by the laws of Malaysia.
Any disputes will be reviewed under Malaysian jurisdiction.
*Important Notice
By placing an order, you acknowledge and accept this Refund & Exchange Policy.
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