Return and Refund Policy

Thank you for shopping with Purelux International Sdn Bhd! We want to ensure that your shopping experience is as smooth and satisfactory as possible. If you are not completely satisfied with your purchase, we are here to assist you. Please read our Return and Refund Policy carefully to understand how we handle returns and refunds.

1. Return Eligibility

We accept returns on products purchased directly from our website or authorized distributors under the following conditions:

• Timeframe: Returns must be requested within 5 days from the date of receiving.
• Condition: The product must be unused, unopened, and in its original packaging. It must be in resalable condition.
• Proof of Purchase: A valid receipt or proof of purchase is required for all returns.

Please Note: We do not accept returns on products that have been opened, used, or damaged by the customer, except in the case of a manufacturing defect or incorrect item shipped.

2. Non-Returnable Items

The following items are not eligible for return or refund:

• Products that have been opened, used, or altered.
• Items marked as non-returnable or final sale.
• Free gift , sample or promotional items.

3. Return Process

If you wish to return a product, please follow these steps:

1. Contact Us: Reach out to our customer service team at [+6011 6332 6339] within 5 days of receiving your order to initiate a return request. Provide your order number, reason for the return, and any other relevant details.
2. Return Authorization: Our team will review your request and send you a Return Merchandise Authorization (RMA) number, along with instructions for returning the product.
3. Return Shipping: The customer is responsible for return shipping fees, unless the return is due to an error on our part (e.g., defective or incorrect item). We recommend using a traceable shipping method to ensure that your return is received.
4. Inspection: Once we receive the returned product, our team will inspect it to ensure it meets our return policy criteria. If the product is in acceptable condition, we will process your refund or exchange.

4. Refunds

If your return is approved, we will issue a refund based on the original payment method. Please note the following:

• Processing Time: Refunds will be processed within 7-14 business days after the returned item is inspected and approved.
• Refund Method: The refund will be issued to the same payment method used during the original transaction. If the original payment method is no longer available (e.g., expired credit card), we will issue the refund via a different method, such as store credit or bank transfer.
• Shipping Costs: Shipping charges for your original order are non-refundable, except in cases where we have made an error or shipped the wrong item.

5. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, you will need to return the original product for a refund and place a new order for the desired item. The same return policy applies to exchange requests.

6. Defective or Incorrect Items

If you receive a defective product or the wrong item, please contact us immediately at [purelux.hq@gmail.com] within 7 days of receiving the item. We will cover the return shipping costs and issue a full refund or send you a replacement, depending on your preference.

7. Damaged or Lost Shipments

If your item is damaged during shipping, please contact us within 3 days of receiving the damaged product. We may require photographic evidence of the damage for processing your claim. If your order is lost during transit, please contact us, and we will work with the shipping carrier to resolve the issue.

8. International Orders

For international orders (outside of Malaysia), please note that the customer is responsible for any customs duties, taxes, and other import charges. Return shipping for international orders is also the responsibility of the customer, unless the return is due to a mistake on our part.

9. Customer Service

If you have any questions or concerns about our return and refund policy or need assistance with a return or exchange, please contact our customer service team:

Purelux International Sdn Bhd

Email: [purelux.hq@gmail.com]

Phone: [+601163326339]

We are here to help and will do our best to resolve any issues promptly.