Refund policy

Return & Refund Policy
EFFECTIVE 29 JUNE 2026

At Aurum Regene, we want every order to arrive correctly and in excellent condition. This policy explains when a return, replacement or refund may be requested.

1. Order cancellation and corrections
Orders may be amended or cancelled before dispatch where operationally possible. Please contact us immediately after placing your order. Once an order has been dispatched, it can no longer be changed or cancelled.
If an order detail is incorrect, we will make reasonable efforts to assist before dispatch, but changes cannot be guaranteed after processing has begun.

2. Eligible issues
A return, replacement or refund may be considered when:
- an incorrect product was delivered;
- a product arrived damaged;
- a product has a manufacturing defect;
- an order is incomplete due to our packing error; or
- the product otherwise fails to comply with applicable consumer guarantees.

3. Request timeframes
Please notify Customer Support within 48 hours of delivery where reasonably possible if an order is damaged, incorrect or incomplete. Prompt notice helps us investigate with the courier and warehouse.
Requests under this store policy should be submitted within 7 days from the date the order is delivered. These timeframes do not limit any rights available under applicable consumer law.

4. Non-returnable items
For hygiene, safety and quality assurance, we do not accept change-of-mind returns for:
- opened, used or tested skincare products;
- products with damaged, missing or altered original packaging;
- products damaged through misuse, improper storage or negligence;
- products purchased from unauthorized third-party sellers; or
- products that did not produce a customer's preferred or expected cosmetic result, as
individual results vary.
These exclusions do not apply where a product is defective, contaminated, incorrectly described or otherwise covered by mandatory consumer protections.

5. How to request assistance
Contact Customer Support before returning any item and provide:
- your full name and order number;
- a clear description of the issue;
- clear photographs of the product, parcel, shipping label and packaging where relevant; and
- any other information reasonably required to investigate the request.
Do not send a product back until you receive return instructions from Customer Support.

6. Return and re-delivery costs
Where the product is materially different from the order, defective, damaged in transit or incorrect due to our error, Aurum Regene will bear the reasonable approved return and re-delivery costs.
Unauthorized or unapproved return shipping costs will not be reimbursed unless required by applicable law.

7. Inspection and remedies
Returned products may be inspected after receipt. If the request is approved, an appropriate remedy will be provided in accordance with applicable law. Depending on the circumstances, this may include a replacement or a refund to the original payment method.
A request may be declined when it does not meet this policy and no statutory consumer right applies. We will explain the reason for a declined request.

8. Refund processing
Approved refunds will be initiated within 5-10 business days after approval. Banks, card issuers
and payment providers may require additional time to reflect the refund in the customer's account.
Original shipping charges and service fees are non-refundable unless the return results from our error, a defective product or applicable law requires otherwise.

9. Skin sensitivity and results
Skin types and conditions vary. Customers should read the product information and perform a patch test before first use, especially where there is sensitive skin, an allergy or an existing skin condition.
A reaction arising solely from an individual sensitivity or allergy is not normally eligible for a refund. This does not apply if the product is defective, contaminated, incorrectly labelled or otherwise fails to comply with applicable consumer guarantees.

10. Statutory rights
Nothing in this policy excludes, restricts or limits any right or remedy available to a consumer under applicable Malaysian law.