REFUND POLICY
Effective Date: September 14, 2024
1. Introduction
Thank you for shopping with Aurum Xchange Malaysia. We are committed to ensuring your satisfaction. Please review our refund policy below for information on how to request a refund.
2. Eligibility for Refunds
Product Purchases: Refunds are available for products purchased directly from our website within 7 days of receipt. The product must be unused, in its original packaging, and in resalable condition.
3. How to Request a Refund
To request a refund, please follow these steps:
Contact Us: Reach out to our customer service team at support@aux.my to request a retur authorization. Provide your order number, reason for the refund request, together with video recording of product being unbox from original packaging.
Return the Product (if applicable): For physical products, we will provide instructions for returning the item. Please package the product securely and include a copy of your original receipt.
Processing Time: Refund requests are processed within 7-10 business days of receipt of the returned product or after your request is reviewed.
Shipping Costs: Return shipping cost are the responsibility of the customer, except in cases where the product was defective or an error was made on our part.
4. Refund Method
Refunds will be issued to the original method of payment. If the original payment method is unavailable, we will offer store credit or an alternative method of refund.
5. Non-Refundable Items
Products purchased through third-party retailers
Gift cards
Sale items or promotional offers marked as non-refundable
6. Exchanges
If you wish to exchange a product rather than receive a refund, please contact our customer service team. Exchanges are subject to availability and must be requested within 7 days of receipt.
7. Defective or Damaged Products
If you receive a defective or damaged product, please contact us immediately at Aurum Xchange Malaysia with photos of the issue. We will arrange for a replacement or full refund, including return shipping costs if applicable.
8. Changes to This Policy
Aurum Xchange Malaysia reserves the right to update or modify this refund policy at any time. Changes will be posted on our website, and we encourage you to review this policy periodically.
9. Contact Us
For any questions or concerns regarding our refund policy, please contact us at support@aux.my.
Thank you for your understanding and for choosing Aurum Xchange Malaysia.