Return, Refund and Exchange Policy

Thank you for shopping with AURA ONLINE SDN BHD. We aim to ensure that all Goods purchased through our Website are properly prepared, packed, and delivered to You in accordance with Your Order.

This Return, Refund and Exchange Policy explains the circumstances in which a return, refund, or exchange may be considered and the requirements that must be followed when submitting a request.

By placing an Order through our Website, You acknowledge and agree to the terms of this Policy.

Definitions

For the purposes of this Return, Refund and Exchange Policy:

“Company” (referred to as either the “Company”, “We”, “Us” or “Our”) refers to AURA ONLINE SDN BHD.
“Goods” refers to the items offered for sale on the Service.
“Orders” means a request by You to purchase Goods from Us.
“Service” refers to the AURA ONLINE SDN BHD website, accessible from https://auraonline.live/.
“You” means the individual accessing the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
“Return” means the process of sending Goods back to the Company in accordance with this Policy.
“Refund” means the reimbursement of an applicable amount paid by You for an approved Order or Goods.
“Exchange” means the replacement of an approved Goods with another Goods, subject to availability and the Company’s approval.
“Unboxing Video” means a clear and continuous video recording showing the parcel from its unopened condition through the opening of the parcel and inspection of the Goods.

1. General Return, Refund and Exchange Policy

Unless otherwise stated in this Policy or required by applicable law, Goods sold by AURA ONLINE SDN BHD are not exchangeable and are not refundable.

Due to the nature of our business, which includes snacks and beverages, we generally do not accept returns, refunds, or exchanges for reasons such as:

change of mind;
incorrect product selection by the customer;
no longer wanting the Goods;
ordering the wrong quantity;
ordering the wrong flavour or variant;
personal preference;
dissatisfaction with the taste or flavour where the Goods are not defective;
refusal to accept a correctly delivered Order; or
failure to review the product information before placing an Order.

However, a return, refund, or exchange request may be considered in the circumstances specifically described below.

2. Circumstances Where Refund or Exchange May Be Considered

A refund, return, or exchange may be considered where:

2.1 Wrong Item Sent

The Company sent You an item that is different from the item You ordered.

For example, where You ordered one product or flavour but received a different product or flavour due to an error in Order fulfilment.

The Company may, at its discretion and subject to product availability, arrange an exchange for the correct Goods or provide an applicable refund.

2.2 Goods Do Not Match the Advertised Information

The Goods received do not materially match the specifications, description, features, quantity, size, variant, or other information advertised on the Website at the time of purchase.

The Company will review the relevant product information and the evidence provided before determining whether the request qualifies for a return, refund, or exchange.

Minor differences in packaging, label design, colour, or presentation resulting from manufacturer or supplier changes may not qualify as a valid reason for a refund or exchange where the actual Goods remain materially consistent with the Order.

2.3 Goods Are Spoiled, Damaged, or Defective Upon Delivery

A refund, return, or exchange may be considered if the Goods received are:

spoiled;
damaged;
defective;
leaking;
broken;
contaminated; or
otherwise materially unsuitable for use or consumption

upon delivery.

The issue must have occurred before or during delivery and must not have been caused by improper handling, storage, or use after delivery.

For food and beverage products, You should inspect the Goods as soon as reasonably possible after receiving them.

2.4 Delivery Exceeds the Company’s Stated Delivery Timeline

A refund request may be considered where the Order exceeds the delivery timeline stated in the Company’s Shipping Policy.

Our standard delivery timeframe is generally within 7 days, subject to the terms and conditions stated in our Shipping Policy.

Delivery delays caused by circumstances beyond the Company’s reasonable control may be reviewed separately.

3. 24-Hour Reporting Period

All return, refund, and exchange requests must be submitted to the Company within 24 hours of receiving the Goods.

The 24-hour period begins from the time the Order is recorded as delivered or received by You or an authorised recipient.

You should inspect Your Order immediately after delivery and contact Us promptly if You identify any issue.

Requests submitted after the 24-hour period may not be accepted.

This time requirement is particularly important for food and beverage products because the condition of such products may change after delivery due to storage, handling, temperature, moisture, or other factors.

4. Required Evidence for Refund or Exchange Requests

To allow Us to properly investigate a return, refund, or exchange request, You are required to provide sufficient evidence.

For refund or exchange requests, You must provide the following where applicable:

4.1 Clear and Continuous Unboxing Video

You must provide a clear and continuous unboxing video showing:

the unopened parcel;
the shipping label;
the external packaging;
the condition of the parcel before opening;
the opening of the parcel;
the packaging inside the parcel; and
the Goods received.

The video should clearly demonstrate the condition of the parcel and Goods from the beginning of the unboxing process.

The video should not be edited, cut, interrupted, or otherwise manipulated in a way that prevents the Company from verifying the condition of the parcel and Goods.

4.2 First-Use Video Where Applicable

Where the issue relates to the use or condition of the Goods, You may also be required to provide a clear video showing the first use of the Goods.

For food and beverage products, this may include a video demonstrating the condition of the product after opening, where reasonably applicable.

4.3 Photographs and Supporting Documents

You may also be required to provide:

clear photographs of the Goods;
photographs of the packaging;
photographs of the shipping label;
photographs showing damage or defects;
photographs showing the expiry or best-before date;
Order confirmation;
Order number;
payment confirmation;
delivery information;
relevant correspondence with the Company; or
any other supporting information reasonably requested by the Company.

5. Evidence Requirements

The evidence provided must be clear enough for the Company to reasonably determine the condition of the Goods and the circumstances giving rise to the request.

The Company may reject a request where the evidence:

is unclear or unreadable;
does not show the relevant issue;
has been edited or manipulated;
does not show the parcel or Goods sufficiently;
does not contain the required information;
is submitted after the required period; or
is otherwise insufficient for the Company to verify the claim.

The Company may request additional evidence where necessary.

6. How to Submit a Return or Refund Request

All return, refund, and exchange requests must be submitted by contacting:

Email: aura-online@outlook.com

The request should include:

Your full name;
Order number;
contact number;
date the Order was received;
description of the issue;
photographs and/or videos;
relevant supporting evidence; and
the preferred resolution, where applicable.

You should provide all required evidence together with the initial request wherever possible.

7. Requests Submitted After 24 Hours

Any return, refund, or exchange request submitted after 24 hours from receipt of the Goods may not be accepted.

The Company reserves the right to reject requests submitted outside the specified timeframe, regardless of the reason for the request, except where otherwise required by applicable law.

Customers are therefore strongly encouraged to inspect their Orders immediately upon delivery.

8. Requests Without Required Evidence

Any request submitted without the required evidence may not be accepted.

In particular, where an Unboxing Video is required, failure to provide a clear and continuous Unboxing Video may make it difficult or impossible for the Company to verify whether the issue existed before or during delivery.

The Company may therefore reject the request if sufficient evidence is not provided.

Where appropriate, We may request additional evidence before making a final decision.

9. Review and Verification

After receiving a return, refund, or exchange request, the Company will review the information and evidence provided.

The Company may verify:

the Order details;
product information;
payment records;
delivery records;
photographs;
videos;
packaging condition;
product condition;
delivery timeline; and
other relevant information.

The Company reserves the right to contact You for clarification or additional information.

Submission of a request does not automatically mean that the request has been approved.

A return, refund, or exchange will only be processed after the Company has reviewed and approved the request.

10. Return of Goods

Where the Company determines that Goods must be returned, You will be provided with return instructions.

You must follow the Company’s return instructions carefully.

You must not send Goods back to the Company without first receiving return instructions or approval.

Unauthorised returns may not be accepted or processed.

Where a return is approved due to an error attributable to the Company, the Company may provide further instructions regarding the applicable return arrangement.

11. Condition of Returned Goods

Where a return is approved, Goods should generally be returned in the condition in which they were received, together with the original packaging and relevant accessories or components where applicable.

For food and beverage products, You should not intentionally consume, alter, dispose of, or otherwise modify the affected Goods before the Company has completed its review, unless necessary for safety reasons.

The Company may request photographs or other evidence instead of requiring physical return of certain Goods.

12. Refund Approval

If a refund is approved, the Company will determine the applicable refund amount based on the circumstances of the approved claim.

Depending on the situation, the refund may include the applicable amount paid for the affected Goods.

The Company may not be responsible for costs that are unrelated to the affected Goods or that were incurred independently by You.

Any refund will be subject to applicable laws and the specific circumstances of the approved claim.

13. Refund Processing

Approved refunds will generally be processed through the applicable payment method or another reasonable method determined by the Company.

The time required for the refund to appear in Your account may depend on:

the payment method;
payment provider;
bank;
financial institution;
transaction processing times; and
other third-party processing procedures.

Once the Company has initiated an approved refund, any additional processing time imposed by the relevant payment provider or financial institution is outside the Company’s direct control.

14. Exchange of Goods

Where an exchange is approved, the Company may provide a replacement Goods subject to availability.

If the same Goods are unavailable, the Company may offer:

an alternative Goods of comparable value;
a refund; or
another reasonable resolution.

An exchange is not guaranteed where the requested replacement Goods are unavailable.

15. Wrong Item Received

If You receive the wrong item, You must contact Us within 24 hours of receiving the Order.

You should provide:

Order number;
photographs of the item received;
photographs of the shipping label;
clear Unboxing Video; and
any other information reasonably requested by the Company.

Once the claim has been verified and approved, We will determine whether a replacement or refund is appropriate.

16. Damaged Goods

If Goods arrive damaged, You should document the damage immediately.

Where possible, the evidence should clearly show:

the external parcel;
shipping label;
internal packaging;
damaged Goods;
extent of the damage; and
condition of the Goods upon opening.

The Company may investigate the matter with the relevant courier or delivery provider.

A damaged Goods claim may be rejected where the damage appears to have occurred after delivery due to improper handling, storage, or use.

17. Spoiled Goods

Where You receive a spoiled or apparently spoiled food or beverage product, You must contact Us within the required 24-hour period.

You should provide clear photographs and video evidence showing:

the product;
packaging;
expiry or best-before information;
condition of the product;
shipping label; and
any other relevant information.

The Company may request additional information where necessary.

Customers should not consume any product that appears spoiled, contaminated, damaged, or otherwise unsafe.

18. Defective Goods

Where a Goods is defective, You should provide clear evidence demonstrating the defect.

Depending on the nature of the Goods, the Company may request a first-use video or other evidence demonstrating the issue.

The Company will determine whether the defect qualifies for a return, refund, or exchange based on the available evidence.

19. Change of Mind

We do not generally accept returns, refunds, or exchanges due to a change of mind.

This includes situations where You:

purchased the wrong product;
selected the wrong flavour;
selected the wrong quantity;
no longer want the product;
found another product that You prefer;
ordered by mistake;
dislike the taste or flavour; or
simply changed Your mind after placing the Order.

Please carefully review Your Order before completing payment.

20. Product Taste and Personal Preference

Because our Goods include snacks and beverages, differences in taste and personal preference do not generally constitute a product defect.

A refund or exchange will not normally be provided solely because You do not like:

the taste;
flavour;
sweetness;
texture;
aroma;
appearance; or
other subjective characteristics

of a product that was correctly supplied and is not spoiled, damaged, defective, or materially different from the advertised product.

21. Packaging Changes

Manufacturers may occasionally update product packaging, labels, colours, designs, or other visual elements.

Minor packaging differences do not automatically qualify for a return, refund, or exchange where the Goods themselves remain materially consistent with the product advertised and purchased.

22. Expiry and Best-Before Dates

Customers should review the expiry or best-before date printed on the product packaging.

A product will not automatically qualify for a refund or exchange merely because its best-before date is approaching, provided that the product was supplied in accordance with the applicable product information and requirements.

However, if You believe that a product is expired, spoiled, or materially different from the advertised information upon delivery, You should contact Us within 24 hours and provide the required evidence.

23. Improper Storage or Handling

The Company shall not generally be responsible for damage, deterioration, spoilage, or other issues caused by improper storage or handling after delivery.

Customers should follow the storage instructions provided on the product packaging.

Examples of improper handling may include:

exposure to excessive heat;
exposure to moisture;
inappropriate storage temperature;
leaving products in unsuitable environments;
opening or altering packaging improperly; or
other handling that is inconsistent with the manufacturer’s instructions.

24. Refusal of Return, Refund or Exchange

The Company reserves the right to reject a return, refund, or exchange request where:

the request is submitted after 24 hours;
required evidence is not provided;
the Unboxing Video is missing where required;
the evidence is unclear or insufficient;
the Goods have been consumed or used without appropriate evidence of the issue;
the issue was caused by the customer;
the Goods were improperly stored or handled;
the Goods do not meet the conditions of this Policy;
the request is fraudulent or misleading; or
the claim cannot reasonably be verified.

Nothing in this Policy is intended to exclude or restrict any rights You may have under applicable law.

25. Fraudulent or Misleading Claims

The Company reserves the right to investigate claims that appear fraudulent, misleading, abusive, or otherwise inconsistent with the available evidence.

Where We reasonably believe that a customer has submitted false information, manipulated evidence, repeatedly abused the return or refund process, or otherwise acted fraudulently, We may reject the claim and take other appropriate action permitted by law.

26. Delivery Delay Claims

Where a refund request is made because an Order has exceeded the Company’s stated delivery timeframe, the Company will review the relevant delivery records.

The Company may consider factors including:

Order date;
payment confirmation date;
processing date;
dispatch date;
courier tracking information;
delivery attempts;
Delivery Address; and
circumstances affecting the delivery.

Delays caused by incorrect information supplied by You or circumstances outside the Company’s reasonable control may be treated differently.

27. Refunds for Cancelled Orders

If the Company cancels an Order before fulfilment due to reasons attributable to the Company, an applicable refund may be arranged where payment has already been received.

Where an Order is cancelled due to circumstances attributable to the customer, the Company’s standard cancellation and refund terms may apply.

28. Multiple-Item Orders

Where an Order contains multiple Goods and only one or more Goods are affected by an approved issue, the Company may process a refund or exchange for the affected Goods only.

The entire Order will not automatically qualify for a refund merely because one item is damaged, defective, incorrect, or otherwise affected.

Each claim will be assessed based on the specific circumstances.

29. Refund and Exchange Decision

The Company’s decision regarding a return, refund, or exchange request will be based on the information and evidence reasonably available to Us.

Where appropriate, We may provide a replacement instead of a refund or a refund instead of an exchange, depending on product availability and the circumstances of the claim.

30. Policy Changes

The Company reserves the right to update, amend, modify, or replace this Return, Refund and Exchange Policy from time to time.

Any changes will be published on this page with an updated “Last Updated” date.

Customers are encouraged to review this Policy before placing an Order.

The version of the Policy applicable to an Order will generally be the version in effect at the time the Order was placed, subject to applicable law.

31. Relationship With Other Policies

This Policy should be read together with our:

Terms & Conditions;
Shipping Policy; and
Privacy Policy.

The Shipping Policy governs matters relating to delivery, while this Policy governs applicable returns, refunds, and exchanges.

32. Governing Law

This Return, Refund and Exchange Policy shall be governed by and construed in accordance with the laws of Malaysia.

Any dispute arising out of or relating to this Policy, a return request, refund request, exchange request, or purchase of Goods shall be subject to the applicable laws and jurisdiction of the courts of Malaysia, subject to any mandatory rights available to You under applicable law.

33. Contact Us

For all return, refund, and exchange enquiries, please contact:

AURA ONLINE SDN BHD
NO 1, JALAN 4/9,
TAMAN TASEK TAMBAHAN,
68000 AMPANG, SELANGOR,
MALAYSIA

Email: aura-online@outlook.com
Contact Number: +601127898621
Website: https://auraonline.live/

All requests must be submitted within 24 hours of receiving the Goods and must include the required evidence described in this Policy.

34. Important Summary

For convenience, our key return, refund, and exchange requirements are:

Change-of-mind returns: Not accepted.
General returns: Not accepted unless the conditions in this Policy are met.
Wrong item received: May qualify for exchange or refund.
Product does not match advertised information: May qualify for exchange or refund.
Spoiled, damaged, or defective Goods upon delivery: May qualify for exchange or refund.
Delivery exceeds the applicable Shipping Policy timeframe: May qualify for a refund, subject to review.
Request deadline: Within 24 hours of receiving the Goods.
Unboxing Video: Required for refund/exchange claims where applicable and must clearly and continuously show the unopened parcel, shipping label, packaging, and Goods received.
First-use video: Required where applicable.
Photographs/supporting documents: Must be provided when requested.
Requests submitted after 24 hours: May not be accepted.
Requests without the required evidence: May not be accepted.
Approval: All returns, refunds, and exchanges are subject to verification and Company approval.

By placing an Order with AURA ONLINE SDN BHD, You acknowledge and agree to the terms of this Return, Refund and Exchange Policy.