Return & Refund Policy

RETURN & REFUND POLICY

CANCELLATION

1. Farmasi Aurora reserves the right to cancel any orders if the product is not available for any reasons. We will notify you if that is the case and return any payment that you have made. Refunds will be credited to your credit card or bank account, depending on the period of time your financial institution requires to arrange for the refund.

2. You are not allowed to cancel the order once an order confirmation email is issued and/or the parcel has been collected by the courier rider.

RETURN / REFUND

3. You shall examine the goods immediately upon receiving them for any deficiencies and/or damages. Claims (if any) must be lodged via our customer service email at aurora.farmasi@gmail.com within 7 days upon receiving; otherwise, we reserve the right to reject the claim.

4. Upon confirmation of the Return/Refund item, the customer is required to send back the product using the consignment note provided by our customer service.

5. You shall be responsible for the risks and condition of the product to be returned until it is received by us. We shall hold no liability for any loss or damage to the product prior to the product being received by us. You are advised to pack the product safely to prevent any loss or damage to the product, its box, or its original packaging.

6. Exchange of the product or refund for the product can be arranged for the following reasons:

   • If the products delivered are in damaged or defective condition; or
   • If the product is near expiry or expired; or
   • If the product is different from the order delivered. Products for return or refund shall be returned in their original condition, quantity, and packing as they were first delivered to the customer, along with proof of purchase.
   • You contacted our customer service to report on the products within 7 days of receiving the goods.

7. We will inspect the returned product upon its return by you. If one or more of the conditions in clause 5 above is fulfilled, you are entitled to choose between an exchange of the product (if the product is available in our stock) or a refund to be made to you through your payment account (credit card/debit card/bank account), within 30 days from the approved return date.

8. Products/Items classified under medical devices, disposable items, and one-time used items are strictly not exchangeable or returnable for hygienic purposes.

9. Good returns for a refund shall be refunded at the price which you had paid at the point of ordering.

10. If a product that was ordered and invoiced is not included in the delivery, we shall either refund you the value of the product or replace the product.

11. If any product(s) not included in your order were delivered to you, we shall collect the product from you.

12. If you have been charged for a product that has not been delivered, we shall refund you the value of the product as originally charged to you.

13. Customs procedures and regulations vary by country and may result in outcomes beyond our control. Any international deliveries held by customs are not the liability of our company.

14. Promotion/Sale items and purchases made with discount coupons are non-refundable nor exchangeable.

If you wish to seek further information or assistance, kindly email our platform customer service at aurora.farmasi@gmail.com.