Refund policy
A little care, from us to you
If something is not right with your AURACELL order, contact hello@myauracell.com or WhatsApp +60149217990. Include your order number and a brief explanation so we can help.
Unopened returns
For a change of mind, request a return within 3 calendar days of receiving your order. The Bloom Duo Set must be unopened, unused and complete, with its original sealed packaging and both products intact. Please wait for our return instructions before sending anything back.
After we accept your request, dispatch the return within 7 calendar days of receiving those instructions. Use a tracked service and keep proof of dispatch. Change-of-mind return delivery costs are your responsibility. We do not retrospectively deduct the cost of the original free standard delivery from an eligible product refund.
We will inspect the returned set and initiate an eligible refund within 7 working days of receiving it. Refunds are normally returned to the original payment method. Your payment provider may require additional time to post the credit. If we cannot accept a voluntary return, we will explain why and agree the next step with you.
Damaged, incorrect or faulty items
If your parcel arrives damaged, contains an incorrect item, or a product is faulty or not as described, contact us promptly. Where practical, share photographs of the item, packaging and delivery label; let us know if you cannot provide them. Keep the items until we advise what to do next.
We will assess the issue and arrange an appropriate remedy, which may include replacement, repair where relevant, or a refund in accordance with applicable consumer rights. Reasonable return costs for a confirmed error or fault on our part will be covered by us. The voluntary unopened-return window above does not remove your rights for faulty, damaged, incorrect or misdescribed goods.
Changing or cancelling an order
Contact us as soon as possible if you need to change or cancel an order. If it has not been dispatched, we will check whether we can stop fulfilment and confirm the outcome. Once dispatched, a cancellation may need to be handled through the return process. We do not impose an undisclosed cancellation fee.
Complimentary sample pairs
The 10 ml Essence + 10 ml Cream sample pair is complimentary; the charge is for delivery, not for the sample products. There is therefore no product purchase price to refund. If we cancel before dispatch or cannot supply the sample pair, we will refund the delivery charge. If you request cancellation before dispatch, we will confirm whether fulfilment can be stopped and refund the delivery charge where it is stopped.
For a change of mind after a correctly supplied sample pair has been delivered, the completed delivery service is not refunded. This does not limit remedies for a delivery failure, incorrect item or faulty sample, or any mandatory rights that apply.
Your rights and our details
Nothing in this policy excludes mandatory consumer rights or prevents you from seeking assistance from a competent regulator, tribunal or court. For help, contact HOUSE OF FREQUENCIES SDN. BHD., 202501053851 (1655257-W), trading as AURACELL, at 37, Jalan Wan Empok 1, Bandar Baru Sri Petaling, 57000 Kuala Lumpur, W.P., Malaysia.