Returns & Exchanges Policy
14 Days To Change Your Mind
Hello! So you want to return or exchange your purchase? We’d like to make the process as easy as possible. To help you get started, this page summarises how to return a product to us, our refund policies, and Frequently Asked Questions (FAQs).
In-Store Returns & Exchanges
Save delivery time and charges, and make your returns and exchanges at our stores! Here’s how:
- Head over to the AURI store where you made your initial purchase. Don’t forget to bring along your receipt as proof of purchase.
- Our friendly Retail Associate will inspect your item(s) to ensure these conditions for returns and exchanges are met:
- Any returns or exchanges can be made within 14 days of purchase.
- Items should be returned in its original condition with all tags attached. All goods will be inspected upon return.
- For sales that include Gift with Purchase (GWP), GWP item must be returned.
- Sale items and accessories are NOT eligible for returns or exchanges.
- Exchanges can be done only ONCE for every receipt and transaction.
Once the requirements are met, you are allowed to immediately exchange in-store for the same or higher value item (price difference will incur).
Online Store Returns & Exchanges
No time to return or exchange in-store? No problem! Item(s) can be returned or exchanged within 14 days of receiving your purchase. Here’s how the process is done online:
- Email at firstname.lastname@example.org or WhatsApp our Customer Service team at +60193913211 and request for a return or an exchange
- Fill in the form provided by us here.
- Pack your item(s) and send by mail or courier to:
Wisma MS. READ
72C, Jalan Sungai Besi,
Pudu, 57100, Kuala Lumpur
Wilayah Persekutuan Kuala Lumpur
- Wisma MS. READ
- Alternatively, you may also drop off your parcel at your nearest AURI store during operation hours. Please note that you are responsible for your own delivery charges. Please retain your delivery tracking or barcode number to ensure that your returned/exchanged parcel safely arrives at our warehouse.
Upon receiving your returned/exchanged parcel, item(s) will be inspected to ensure that it is in original condition, with labels and tags attached, and eligible for returns and exchanges.
* We will not be liable for any loss or damage incurred during delivery by mail/courier company of your choice. Please note that in-person return to our warehouse is not accepted.
Frequently Asked Questions (FAQs)
Is there a time limit? When can I return/exchange my item(s)?
- Any returns or exchanges should be made within 14 days of purchase or item(s) received (for online items)
- For in-store returns, please adhere to the store operating hours
- For online returns and exchanges, our working hours are Monday to Thursday from 9AM to 6PM, Friday 9AM to 5PM except Public Holidays. Emails sent outside these hours will be replied the next working day. On Friday, emails after 5PM will be replied the next working day. Rest assured any inquires will be answered
What is your Refund policy?
- ONLY online purchases are eligible for refunds.
- Refunds are given in the forms of store credit or via the same payment method that was used during purchase
- Upon return, item(s) will be thoroughly inspected to ensure:
- The customer received a parcel with a missing or faulty item(s)
- Item(s) requested to be exchanged is Out of Stock
- Item(s) received in its original condition
For monetary refund, you will receive a confirmation email once the return has been processed at our end. If you do not receive the refund within 14 days from the above email date, please reach out to your bank to speed up the refund process.
What happens if I receive damaged/faulty item(s)?
- We are extremely sorry for the inconvenience and will make it up to you in any possible ways! For defective or faulty products, email us at: email@example.com or Call/Whatsapp us at +60193913211 with your Order ID # and email SUBJECT: “Missing, Defect & Wrong” with the following details:
- The matter of the issue (defective/faulty)
- Pictures or videos, whichever applicable
- Your choice for Full Refund or Exchange with same value item(s). Please provide your banking details to ease the refund process.
Do I need to show my receipt for returns/exchanges?
Yes. For all online, in-store or consignment purchases returns and exchanges, receipt must be shown as proof of purchase.
How do I contact your Customer Service?
Kindly email us at firstname.lastname@example.org or Call/Whatsapp us at +60193913211.