Return Refund & Cancellation Policy

At Aurea, your calm, radiant skin is always our priority. We understand that sometimes an order may need to be changed, cancelled, or even returned — especially when caring for sensitive, aging skin. Here’s how our Return, Refund & Cancellation Policy works to protect your confidence and peace of mind when choosing natural skincare in Malaysia.

If you wish to cancel your order, please reach out to us as soon as possible — ideally within 24 hours of placing it. Because our gentle skincare formulas are prepared with care, once processing begins, we may not be able to cancel the order in full. If cancellation is successful before dispatch, a full refund will be issued using the original payment method. We’ll always communicate clearly if cancellation is no longer possible due to the order already in transit.

In the case of receiving a product that is damaged, defective, or not what you expected (wrong item, wrong size, or wrong scent in the rare case), please contact us within 7 days of delivery. Send us a clear photo of the issue so we can understand the problem. For such cases, we offer a replacement or full refund, including return shipping fees for natural skincare Malaysia orders, because we believe everyone deserves skincare for sensitive skin that truly works as promised.

If you simply change your mind or the product isn’t suitable for your skin after use, we accept returns of unopened, unused products in their original condition within 14 days of delivery. We are confident in our gentle, biotech-driven formulas, but we also want you to feel safe trying them. Once we receive the returned item and verify its condition, a refund will be issued (excluding shipping costs), or the option to exchange for another product from our range.

Refunds are processed within 7-10 business days after we receive and inspect the return. The amount refunded will be credited to your original payment method. Depending on your bank or credit card company, it may take additional time to appear in your account. We’ll keep you informed every step of the way.

If you purchased during a promotional offer or sale, please note: refunds or exchanges will follow the terms of that promotion. Some special-price items or gift sets may have different conditions, which will be clearly stated at the time of purchase.

We strive to make this skincare journey trusting and transparent. If ever you have questions or concerns — about cancellations, returns, refunds, or how to choose what’s best for your sensitive skin — please contact our friendly customer support at glow@aurea-skin.com or via phone +60 12-891 1182. Your calm, confidence, and comfort in natural skincare in Malaysia are at the heart of everything we do.