Return & Refund Policy
At AuraSuite, customer satisfaction is our priority. We carefully inspect every order before shipment to ensure your fragrance arrives in excellent condition. Please read our Return & Refund Policy before making a purchase.
1. Eligibility for Returns
We accept return requests only if:
- You received the wrong item.
- The product arrived damaged during transit.
- The item is defective upon arrival.
- The product is missing from your order.
- The item received is significantly different from what was ordered.
To qualify for a return, the product must:
- Be returned within 7 days of receiving your order.
- Remain unused and in its original condition.
- Include all original packaging, accessories, seals, and documentation.
- Be accompanied by proof of purchase (order number or receipt).
2. Items That Cannot Be Returned
For hygiene and safety reasons, we are unable to accept returns or exchanges for:
- Opened or used perfumes.
- Products with broken seals or removed packaging.
- Items damaged due to misuse or improper handling.
- Clearance, promotional, or final sale items unless defective.
- Gift cards or digital products (if applicable).
3. Damaged or Incorrect Orders
If your order arrives damaged or you receive the wrong product, please contact us within 48 hours of delivery.
To help us process your request quickly, please provide:
- Your order number.
- Clear photographs of the product.
- Photos of the shipping box and packaging.
- A brief explanation of the issue.
Once verified, we will arrange a suitable resolution, which may include:
- Replacement product.
- Refund.
- Store credit (where applicable).
4. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved:
- Refunds will be processed to your original payment method.
- Processing usually takes 5–10 business days, depending on your payment provider or bank.
- Shipping fees are generally non-refundable unless the return is due to our error.
5. Exchanges
We only replace items if they are:
- Defective.
- Damaged during delivery.
- Incorrectly shipped.
Exchanges are subject to stock availability. If the original item is unavailable, we may offer an alternative product of equal value or a refund.
6. Order Cancellation
Orders may be cancelled before they have been processed or dispatched.
Once an order has been packed or shipped, it can no longer be cancelled and will instead follow our Return & Refund Policy.
7. Return Shipping
If the return is due to our mistake (wrong, defective, or damaged item), AuraSuite will cover the return shipping costs.
For all other approved returns, customers are responsible for the return shipping charges.
We recommend using a trackable shipping service, as AuraSuite is not responsible for parcels lost during return transit.
8. Non-Delivery
If a parcel is returned to us because:
- An incorrect address was provided,
- Delivery attempts were unsuccessful,
- The parcel was not collected within the courier's holding period,
additional shipping charges may apply before the order can be resent.
9. Need Assistance?
If you have any questions regarding returns or refunds, our customer support team is happy to assist.
AuraSuite Customer Support
💬 WhatsApp: +60 11-1499 4014
🇲🇾 Malaysia
Business Hours
Monday – Friday
9:00 AM – 6:00 PM (GMT+8)
Our Commitment
At AuraSuite, we are committed to providing premium fragrances, secure shopping, and responsive customer service. If there is ever an issue with your order, we'll work with you to resolve it fairly and as quickly as possible.