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Returns & Exchanges Policy

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 summaries how to return a product to us, our refund policies, and Frequently Asked Questions (FAQs).


Exchange (FAQ)

Q1: Can I exchange my purchase for a different product / Size?
Yes! we offer exchange.

Exchanges are only applicable for all normal-priced items,
Sale items and accessories are NOT eligible for returns or exchanges.

Q2: Is there a timeframe for requesting an exchange?
14 days of receiving your purchase

Exchange are accepted within 14 days of receiving your purchase.

Q3: How can I request an exchange?

You may make your returns/exchanges within (14) days of the purchase date at any of our Malaysian retail stores or weareauri.com, except AURI @ Parkson Elite Pavilion KL Here's how:

To request an exchange, please follow these steps:

In-store Returns & Exchanges

  • Head over to the AURI store where you made your original purchase. Kindly bring along your receipt as proof of purchase.
  • Our friendly Retail Associate will inspect your item(s) to ensure they meet the terms and conditions according to our return and exchange policy.
  • Once the requirements are met, you may exchange your items immediately within the store. Any added difference for items of a higher value will need to be paid by the customer. We will not refund or reimburse any cost difference incurred in exchange for items of a lower value.

Online (weareauri.com) Returns & Exchanges

  • Email at hi@weareauri.com 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,
    57100, Kuala Lumpur,
    Malaysia.

Remember to include the sales invoice as proof of purchase. Please retain your delivery tracking or barcode number to ensure that your parcel safely arrives at our warehouse.

We will not be liable for any loss or damage incurred during delivery by the mail/courier company of your choice. Please note that in-person return to our warehouse will not be accepted.

  • Alternatively, you may also drop off your parcel at your nearest Physical store during operation hours.

All shipping fee or delivery costs incurred during the return and exchange process done online will be borne by you, the customer. For further enquiry, please contact our Customer Service team at Hi@weareauri.com or WhatsApp us at +6019-3913211

Q4: What are the conditions for an exchange to be processed?
The following conditions are usually required for an exchange:
  • Any returns or exchanges can be made within 14 days of purchase with the receipt as proof of purchase..
  • Item eligible for exchange must be in its original, unused condition, and should include all original packaging and attached tags.
    Please note that all returned goods will undergo an inspection.
  • 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.
Q5: Can I exchange my purchase if it is damaged or defective?
Yes, you may exchange your purchase if it is damaged or defective.

Please ensure that the item meets all the necessary conditions for exchange.
For more details on the specific conditions, please refer to Q4 regarding exchange conditions.

Q6: Can I exchange my online order at the outlet?
Certainly! We offer the option to exchange your online order at our outlet locations.

To proceed with the exchange, kindly follow these steps:

  • Bring the item you wish to exchange along with the original invoice or proof of purchase to our outlet.
  • Our friendly Retail Associate will inspect your item(s) to ensure they meet the terms and conditions according to our return and exchange policy.
  • Once the item is approved for exchange, our team will assist you in selecting a suitable replacement product.
  • If there is a price difference between the exchanged items, our staff will guide you on any additional payment or refund required.
  • Finally, you will receive the exchanged item at the outlet.

Please note that the availability of specific products for exchange may vary between our online and outlet inventories. We recommend contacting our customer support team or checking our website for more information prior to visiting the outlet for an exchange.

Refunds (FAQ)

Q1: Do you offer refund and what is your refund policy?
Yes, We do offer refunds.

Our refund policy is designed to ensure customer satisfaction and outline the terms and conditions for receiving a refund.
Here is a summary of our refund policy:

  • Refunds are only available for Normal Price item within 14 Days from the date of purchase.
  • We provide refunds exclusively in the form of store credit and do not offer cash refunds.
Q2: Are there any non-refundable items ?
Certain items are non-refundable.

We offer refunds only for normal-priced items. Sale items are not eligible for refunds

Q3: How can I request a refund?
To request a refund, please follow these steps:
  • Contact our customer support team via email (Hi@weareauri.com) or phone (+6013 391 3211).
  • Provide details of your purchase, such as the order number, product name, and date of purchase.
  • Fill in the form provided by us here.

*AURI RESERVES THE RIGHT TO REFUSE ANY RETURNS/EXCHANGES THAT DO NOT MEET THE ABOVE REQUIREMENTS. 


Need more information?

Reach us here !

Call / Whatsapp : +6019 - 391 3211
Email: hi@weareauri.com

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