Refund & Return Policy

Applies to orders placed with AURA TENANG SDN. BHD. (Reg. No. 202501042304 (1643713-V))

This policy explains how AURA TENANG SDN. BHD. handles cancellations, returns and refunds for orders of massage and stress relief tools. Because every paid order is confirmed individually by our team before dispatch, most issues are resolved directly between you and our team.

01 How Orders Are Confirmed

An order placed through the cart and checkout on this website is paid online through our payment provider and is confirmed by AURA TENANG once payment succeeds and stock is verified. If we cannot fulfil an order, we will contact you by phone or email and refund the amount paid.

02 Cancellation Before Dispatch

You may cancel or amend an order at no cost at any time before it has been confirmed and dispatched. Once an order has been packed or dispatched, cancellation is treated as a return and is subject to the terms below.

03 Eligibility for Returns

Unopened, unused items in original, undamaged packaging with accessories, cables, manuals and fittings included may be returned within 7 days of delivery or collection, subject to Clause 4. Please check the size, power source and suitability on the product page before you order — for example the pack contents of a massage set or the capacity of a diffuser. An unsuitable choice is not a fault of the product, and is only returnable if the item remains unused and in resaleable condition. Please contact us before sending anything back so we can confirm eligibility and the return process for your order.

04 Opened, Used & Defective Items

Items that have been opened for hygiene reasons, used or show signs of wear cannot be resold as new, so we cannot accept change-of-mind returns of them. This applies in particular to personal-care items once used, such as scalp brushes, eye masks, eye pillows and eye massagers, to diffuser oils or water-contact items once filled or used, and to any item with missing parts or damage after delivery. If an item develops a fault, we will help you arrange a claim — please contact us with your order reference. Damage caused by misuse, overuse or not following the manufacturer’s instructions (for example running a device beyond its stated session time or charging it with an unsuitable charger) is not a product defect. This does not affect your rights in respect of items that are damaged, defective, or incorrect as described in Clause 5.

05 Damaged or Incorrect Items

If an item arrives damaged, faulty, or different from what you ordered, contact us within 48 hours of delivery or collection with your order reference and photographs of the item and packaging. We will arrange a replacement, a store credit, or a refund at our discretion, at no cost to you.

06 How to Request a Return

Email aura.tenang@outlook.com or call +6014-234 7859 with your order reference, the product code(s) involved, and the reason for the return. We will confirm whether the item is eligible and provide instructions for returning it or arranging collection.

07 Refund Method & Timing

Approved refunds are issued using the same payment method used for the original payment, or by bank transfer where more practical, within 7–14 business days of the returned item being received and inspected, or of the refund being approved for a damaged or incorrect item.

08 Larger Items

The foot bath, massage cushion and other larger items are bulky, so return arrangements for them — including who arranges collection, packaging and any related cost — are agreed individually between AURA TENANG and the buyer when you contact us. Please keep the original packaging until you are sure you will keep the item. Items that cannot be returned in a safe condition may be assessed on a case-by-case basis.

09 Non-Returnable Situations

We are unable to accept returns for change of mind on used or opened personal-care items, for items damaged by misuse after delivery, for items without a valid order reference, or for requests made outside the timeframes in this policy, except where required by Malaysian consumer protection law.

10 Contact

For any question about a return or refund, contact us at aura.tenang@outlook.com or +6014-234 7859. Our registered address is LOT PT207, LEVEL 4, UPTOWN 7 JALAN SS21/39, DAMANSARA UTAMA, 47400 PETALING JAYA, SELANGOR.