Refund, Return and Cancellation Policy

1. Cases eligible for a remedy

• Wrong item received.
• Item damaged in transit (see section 3 for the evidence we need).
• Defective item, including a product that does not conform to its description.
• Missing item or an incomplete bundle.
• Order cancelled before fulfilment started (see section 6).
• Non-delivery confirmed by courier tracking.
• Any other case required by law or approved by us.

2. Change of mind

AROMASCENT is a hygiene-sensitive nasal inhaler. For health and hygiene reasons, a change-of-mind return is not accepted once the product has been opened, used or its seal broken, to the extent this is permitted by law. This restriction never applies to a product that is defective, wrong, damaged or otherwise not as described.

If you change your mind before the order ships, contact support to cancel it (section 6). After dispatch, a change-of-mind return of an unopened, sealed product may be considered at our discretion; where it is accepted, the return arrangement will be confirmed with you in writing before you send anything back.

3. Transit damage: reporting window and evidence

Please report a parcel or product damaged in transit within 48 hours of the recorded delivery time, with your order number.

To complete the standard transit-damage claim with the courier we need an unedited, uninterrupted unboxing video that starts before the parcel is opened and clearly shows:

• the parcel before opening;
• the shipping label / AWB;
• the external condition of the parcel;
• the sealed, unopened state before opening;
• the continuous opening process; and
• the condition of the product immediately after opening.

Please also send clear photos of the damage and any other relevant evidence. An unedited unboxing video is required to complete the standard transit-damage claim process and support our courier claim. If it is unavailable, the case may require manual review and additional evidence; it is not automatically approved and it is not automatically rejected.

4. Wrong, defective, missing or undelivered items

For a wrong, defective or missing item, or an order that tracking shows was not delivered, contact support with your order number and clear photos where relevant. These cases do not depend on an unboxing video and are never rejected only because a video is unavailable. We may ask for other reasonable evidence appropriate to the case.

5. How a claim is assessed

• We acknowledge your report and may ask follow-up questions or for additional evidence.
• We review the evidence, and for transit damage we lodge the courier claim where the evidence is complete.
• We confirm the approved remedy: replacement, full refund or partial refund, as appropriate to the case.
• Where the problem is our or the courier's responsibility, any shipping charge you paid for the affected order is included in the refund. Shipping-fee treatment for other cases is stated in the remedy decision.

6. Cancellation

You may cancel while the order is placed or confirmed and before fulfilment has started. Once fulfilment has started, a shipment has been booked, or the order has shipped or been delivered, cancellation is no longer available; a problem with the order is then handled under sections 1 to 5. There is no cancellation fee. If a cancelled order had already been paid, the full amount is refunded.

7. How a refund is paid

For an online payment, an approved refund is returned to the original payment method where the payment provider supports it. For a Cash on Delivery order, the refund method is agreed with you when the refund is approved.

Once an eligible refund request is received with all required supporting information and evidence, TAZA Commerce will review the request, approve it where applicable, and initiate the refund within 7 working days.

After we initiate the refund, the time required for the refunded amount to appear in your account may vary depending on the payment method, payment provider and financial institution. We will tell you when the refund has been initiated on our side.

Every approved refund is recorded against the original order and payment and never rewrites the historical paid amount.

8. Your statutory rights

Nothing in this policy limits or excludes the guarantees, rights and remedies you have under the Consumer Protection Act 1999 or any other Malaysian law that cannot lawfully be excluded, including remedies for goods that are defective, wrong or not as described.

9. How to contact us

Send your order number, a description of the problem and your evidence to support on WhatsApp at +60 18-347 2205 (https://wa.me/60183472205). Do not send payment card details over chat.