Refund and Returns Policy

Return, Refund & Cancellation Policy

At GLOW AURA TRADING SDN. BHD., we are committed to providing quality office supplies and equipment and ensuring customer satisfaction. If you are not completely satisfied with your purchase, we are here to assist you. This policy outlines our return, refund, and cancellation procedures to provide transparency and peace of mind when shopping with us.

1. Returns

You have 30 calendar days from the date you receive your item to request a return, subject to the conditions stated below.

To be eligible for a return, your item must meet the following conditions:

  • The item must be unused and in its original condition.
  • The item must be returned with its original packaging, accessories, manuals, and components where applicable.
  • A valid proof of purchase, such as an order confirmation email or receipt, must be provided.
  • The product must not have been damaged due to improper handling, misuse, negligence, unauthorized modification, or normal wear and tear.
  • Certain products may be subject to specific return conditions due to their nature or manufacturer requirements.

Items that have been used, installed, modified, or damaged after delivery may not be eligible for return unless the issue is caused by a product defect or an error on our part.

2. Refunds

Once we receive your returned item, where applicable, we will inspect the item and notify you of the status of your refund.

If your return is approved:

  • A full or partial refund may be issued to your original payment method, depending on the circumstances of the return.
  • Refunds are typically processed within 7–14 business days, depending on your payment provider.
  • The actual time for the refunded amount to appear in your account may vary depending on your bank or payment provider.
  • Original shipping charges may not be refundable unless the return is due to an incorrect, defective, or damaged item caused by us or the delivery process.

3. Damaged, Incorrect, or Defective Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible after receiving your order.

We may request photos or videos of the item, packaging, shipping label, and other relevant information to assist with our investigation.

Where the issue is confirmed to be caused by us or the delivery process, we may offer a replacement, refund, or other appropriate resolution.

For electronic or equipment-related products, troubleshooting or inspection may be required before a replacement or refund is approved.

4. Cancellations

You may request to cancel your order within 12 hours of placing your order.

To request a cancellation, please contact us at:

glowauratrading@outlook.com

Please include your order number and cancellation request.

If your cancellation request is received within the applicable period and before your order has been processed, packed, or shipped, we will make reasonable efforts to cancel the order and issue a refund where applicable.

Orders that have already been processed, packed, or shipped may not be eligible for cancellation.

5. How to Initiate a Return, Refund, or Cancellation

To request a return, refund, or cancellation, please contact us:

GLOW AURA TRADING SDN. BHD.
Website: glowauratrading.com
Email: glowauratrading@outlook.com

Please include the following information:

  • Order number
  • Item(s) you wish to return or cancel
  • Reason for the return, refund, or cancellation
  • Photos or videos of the item(s), if applicable
  • Photos of the original packaging and shipping label, if applicable
  • Any other relevant information requested by our customer service team

6. Return Shipping

Unless otherwise agreed:

  • Customers may be responsible for return shipping costs for returns due to change of mind or other reasons not caused by us.
  • Return shipping costs may be covered by us where the item received is incorrect, defective, damaged during delivery, or otherwise affected by an error on our part.
  • We recommend using a trackable shipping service when returning an item, as we cannot be responsible for items lost during return transit where the customer is responsible for the return shipment.

7. Exceptions

This policy does not cover:

  • Items that have been used, installed, modified, or altered, except where the issue is caused by a product defect or our error.
  • Products damaged due to improper handling, misuse, negligence, or unauthorized modification.
  • Products damaged after delivery due to improper storage or handling.
  • Items returned without valid proof of purchase.
  • Items returned after the applicable return period.
  • Items that are incomplete or missing original accessories, components, or packaging where these are required for the return.
  • Return shipping costs, unless otherwise agreed or the return is due to an error or issue caused by us.
  • Issues arising from failure to follow the product’s instructions, care guidelines, or manufacturer recommendations.

Nothing in this policy is intended to limit any rights you may have under applicable Malaysian consumer protection laws.

Contact Us

If you have any questions regarding this Return, Refund & Cancellation Policy, please contact us:

GLOW AURA TRADING SDN. BHD.
Registration No.: 202601022221 (1684318-T)
Address: No. 7, Jalan Maju Jaya, Pusat Perniagaan Maju Jaya, 14000 Bukit Mertajam, Pulau Pinang
Website: glowauratrading.com
Email: glowauratrading@outlook.com