EMORRA REFUND & RETURN POLICY

Effective Date: 29 September 2026
Last Updated: 29 September 2026

At Emorra Biotech Sdn Bhd (“Emorra”, “we”, “us” or “our”), we are committed to ensuring that every order of our health and beauty products reaches you safely and in good condition.

This Refund & Return Policy explains the circumstances in which products purchased through the Emorra website may be returned, exchanged or refunded.

By placing an order through our website, you acknowledge and agree to the terms of this Policy.

1. Delivery & Order Fulfilment

All orders are processed and delivered with care through our selected courier partners.

Once your order has been processed and dispatched, a tracking number may be provided via email, WhatsApp, SMS or other available communication channels.

Customers are responsible for ensuring that the delivery address and contact details provided during checkout are accurate.

2. Delivery Coverage

2.1 Domestic Delivery – Malaysia

Delivery availability and shipping charges will be displayed during checkout.

Shipping charges may vary depending on the delivery location, order weight, promotional campaigns and courier service selected.

2.2 International Delivery

Where international delivery is available, shipping charges, delivery times, customs duties, import taxes and other charges may vary depending on the destination country.

Any customs duties, taxes or import-related charges imposed by the destination country shall be the responsibility of the customer unless otherwise stated at checkout.

Customers are responsible for ensuring that the products ordered may legally be imported into their destination country.

Emorra shall not be responsible for delays, detention, confiscation or rejection of parcels by customs authorities where such matters arise from the laws or regulations of the destination country.

3. Delivery Timeframes

Estimated delivery times will be displayed during checkout or communicated after the order is placed.

Delivery times are estimates only and are not guaranteed.

Delivery may be affected by courier delays, public holidays, peak periods, weather conditions, customs clearance, incorrect delivery information or circumstances beyond Emorra’s reasonable control.

4. Important Delivery Notes

4.1 Incorrect Delivery Information

Customers must ensure that the delivery address, telephone number and other relevant information provided at checkout are accurate.

Emorra shall not be responsible for delays or failed delivery caused by incorrect or incomplete information provided by the customer.

4.2 Failed Delivery

Where a delivery attempt is unsuccessful because the customer is unavailable or unable to receive the parcel, the courier may arrange another delivery attempt or return the parcel to the relevant depot.

Any additional delivery or redelivery charges arising from circumstances attributable to the customer may be charged to the customer.

4.3 Lost Parcels

If a parcel is confirmed by the courier as lost in transit before delivery, Emorra will investigate the matter with the courier.

Where appropriate, Emorra may provide a replacement product or refund, subject to the outcome of the courier investigation and the circumstances of the case.

4.4 Refused Deliveries

If an order is refused or returned because the customer declines to accept delivery without a valid reason, Emorra reserves the right to deduct reasonable shipping, return shipping or handling costs from any refund that may otherwise be payable.

5. Damaged, Defective or Incorrect Products

We understand that occasionally a product may be damaged during delivery, defective, or different from the product ordered.

If you receive:

  • a damaged product;

  • a defective product;

  • an incorrect product;

  • a missing product; or

  • a parcel that appears to have been tampered with,

please contact Emorra Customer Support as soon as possible.

5.1 Reporting Period

Customers should contact us within 48 hours of receiving the parcel.

Please provide:

  1. Order number;

  2. Customer name;

  3. Description of the issue;

  4. Clear photographs of the parcel and product; and

  5. An unboxing video where available.

5.2 Unboxing Video

For damaged, missing or incorrect-item claims, an unboxing video is strongly recommended and may be required to assist Emorra in determining whether the issue occurred during delivery, packing or fulfilment.

The video should, where possible:

  • begin with the unopened parcel;

  • clearly show the condition of the outer packaging;

  • show any seal, tape or tamper-evident packaging;

  • continue through the opening of the parcel; and

  • show the products received and their condition.

Failure to provide an unboxing video does not automatically determine the outcome of a claim, but Emorra may request additional evidence before approving a refund, replacement or other resolution.

5.3 Keep the Product and Packaging

Customers should keep the affected product, packaging, labels, seals and other relevant materials until the claim has been fully resolved.

Do not dispose of or discard the product unless instructed by Emorra.

6. Resolution for Approved Claims

Where Emorra confirms that a product is defective, damaged, incorrectly supplied or otherwise qualifies for a remedy under this Policy, Emorra may, depending on the circumstances:

  • provide a replacement product;

  • provide an exchange for an equivalent product;

  • issue a refund to the original payment method;

  • provide store credit or voucher with the customer’s agreement; or

  • provide another appropriate resolution.

Where a replacement is provided, replacement is subject to product availability.

If the same product is unavailable, Emorra may offer an equivalent product or another appropriate resolution.

Any refund approved by Emorra will generally be made to the original payment method used for the purchase, subject to the payment provider’s processing procedures.

7. Return of Products

Where Emorra approves a return, customers may be required to return the affected product before a replacement or refund is processed.

Emorra will provide the relevant return instructions.

For verified defective, damaged or incorrectly supplied products, Emorra may arrange or reimburse reasonable return shipping costs, depending on the circumstances and return method provided by Emorra.

Customers should not return products to an address other than the address or return method provided by Emorra.

8. Health & Beauty Product Hygiene Policy

Because Emorra products include health and beauty products, hygiene and product integrity are important considerations.

Unless the product is defective, damaged, incorrectly supplied or otherwise covered by applicable consumer rights, products generally must meet the following conditions to be eligible for return:

  • product remains unused;

  • product has not been opened where the product is sealed for hygiene or safety reasons;

  • original seal remains intact;

  • original packaging is complete and undamaged;

  • product has not been altered, contaminated or tampered with; and

  • proof of purchase/order information is available.

8.1 Opened or Used Products

For health, hygiene and safety reasons, Emorra generally does not accept returns of health or beauty products that have been opened or used where the return is based solely on change of mind.

This restriction does not prevent a customer from making a legitimate claim where the product is defective, damaged, incorrectly supplied or otherwise subject to rights provided by applicable law.

8.2 Damaged Seal

If a product arrives with a broken, damaged or visibly tampered seal, customers should photograph the condition and contact Emorra Customer Support promptly.

Emorra may request photographs, an unboxing video or other evidence before determining the appropriate resolution.

9. Change-of-Mind Returns

Emorra generally does not accept change-of-mind returns for opened or used health and beauty products.

Examples include:

  • customer ordered the wrong product;

  • customer changed their mind after opening the product;

  • customer no longer wants the product;

  • customer does not like the product after using it; or

  • customer purchased the product but subsequently decided not to use it.

For unopened products, Emorra may, at its discretion and subject to the applicable terms of the order, consider a return request provided that:

  • the product remains unopened and unused;

  • all seals remain intact;

  • original packaging is complete;

  • the customer provides proof of purchase; and

  • the return has been approved by Emorra before the product is sent back.

Any shipping or handling costs associated with an approved change-of-mind return may be borne by the customer.

10. Non-Returnable Products

Unless required by applicable law or where the product is defective, damaged or incorrectly supplied, the following may not be eligible for return or refund:

  • opened or used health products;

  • opened or used beauty products;

  • products with broken hygiene or safety seals;

  • products that have been tampered with;

  • products damaged through customer misuse, improper storage or negligence;

  • products that have been contaminated after delivery;

  • products purchased as final sale, where clearly stated;

  • promotional or clearance products, where clearly stated as non-returnable; and

  • products returned without prior approval where approval is required under this Policy.

11. Refund Policy

11.1 When a Refund May Be Approved

A refund may be considered where:

  • the wrong product was sent;

  • the product arrived damaged;

  • the product is confirmed to be defective;

  • the order was not successfully fulfilled;

  • the parcel is confirmed as lost in transit; or

  • another refund entitlement applies under applicable law or the specific terms of the purchase.

11.2 Refund Method

Approved refunds will generally be made through the original payment method used for the order.

The time taken for the refund to appear in the customer’s account may depend on the payment gateway, bank or financial institution.

11.3 Shipping Charges

Where the claim relates to a verified defective, damaged or incorrectly supplied product, Emorra may refund the applicable original shipping charges or arrange return shipping, depending on the circumstances.

Where a return is approved solely as a change-of-mind return, shipping and handling charges may not be refundable.

11.4 Partial Refunds

Where only part of an order is affected, Emorra may issue a refund relating only to the affected product or portion of the order.

12. Product Complaints & Quality Issues

If you believe that a product has a quality issue, please contact Emorra as soon as possible.

Please provide:

  • order number;

  • product name;

  • batch number, where applicable;

  • photographs;

  • description of the issue; and

  • any other information reasonably requested by Emorra.

For health-related product complaints, Emorra may request additional information concerning the product’s condition, packaging, storage and use to assist with quality investigation.

Emorra may investigate the relevant batch or product with its manufacturing, quality control or fulfilment team where appropriate.

13. Return Verification & Fraud Prevention

To protect our customers and maintain the integrity of our products, returned products may be inspected before a refund, replacement or exchange is approved.

The inspection may include:

  • product identity;

  • order details;

  • batch or lot number;

  • packaging condition;

  • seal condition;

  • quantity or product contents where applicable;

  • evidence of use or tampering; and

  • consistency between the returned product and the original product supplied.

Emorra reserves the right to reject a return or refund request where the returned product:

  • does not match the product originally supplied;

  • has been substituted or exchanged;

  • shows signs of misuse or tampering;

  • has been materially used beyond what is reasonably necessary to inspect the product;

  • has been contaminated or damaged after delivery; or

  • is otherwise inconsistent with the circumstances stated in the claim.

Where there are reasonable grounds to suspect fraudulent or abusive activity, Emorra may take appropriate action in accordance with applicable law.

14. How to Request a Return or Refund

To request a return or refund:

Step 1 – Contact Emorra

Contact Emorra Customer Support within the applicable period and provide:

  • full name;

  • order number;

  • product name;

  • reason for return/refund;

  • photographs or video evidence where applicable; and

  • any other relevant information.

Step 2 – Eligibility Review

Our team will review the request and determine whether the product qualifies under this Policy.

If the return is approved, Emorra will provide the relevant return instructions.

Step 3 – Return the Product

Where required, securely pack the product together with its original packaging and return it using the method provided by Emorra.

Step 4 – Inspection

Once the product is received, Emorra may inspect it before approving the final refund, replacement or exchange.

Step 5 – Resolution

Once the claim has been approved, Emorra will process the applicable refund, replacement, exchange or other agreed resolution.

15. Processing Time

Emorra aims to review return and refund requests within 5 business days after receiving the required information and evidence.

Where physical inspection, courier investigation, payment gateway verification or other investigation is required, additional time may be necessary.

Customers will be informed if additional information or time is required.

16. Products Purchased Through Other Platforms

This Policy applies primarily to products purchased directly through the official Emorra website.

Products purchased through third-party marketplaces, authorised agents, distributors, affiliates or other sales channels may be subject to the return and refund policy of the respective platform or seller.

Customers should contact the original seller or platform where the purchase was made.

17. Force Majeure

Emorra shall not be responsible for delays or failures caused by circumstances beyond its reasonable control, including but not limited to:

  • courier disruptions;

  • natural disasters;

  • severe weather;

  • public emergencies;

  • governmental actions;

  • customs restrictions;

  • strikes;

  • system failures;

  • payment gateway disruptions; or

  • other events beyond Emorra’s reasonable control.

18. Limitation of Liability

To the fullest extent permitted by applicable law, Emorra’s liability in relation to a particular order shall be limited to the purchase price paid for the affected product or order, subject to any rights or remedies that cannot lawfully be excluded or limited.

Nothing in this Policy is intended to exclude, restrict or limit any consumer rights or remedies that cannot legally be excluded, restricted or limited under applicable Malaysian law.

19. Governing Law

This Refund & Return Policy shall be governed by and construed in accordance with the laws of Malaysia.

Any matter arising from or relating to this Policy shall be subject to the applicable laws and jurisdiction of Malaysia.

20. Changes to This Policy

Emorra reserves the right to update or amend this Refund & Return Policy from time to time.

Any changes will be published on this page together with an updated effective date.

Customers are encouraged to review this Policy before placing an order.

EMORRA BIOTECH SDN BHD

For return, refund or product-related enquiries, please contact Emorra Customer Support through the official contact channels provided on our website.

EMORRA BIOTECH SDN. BHD. 1076674-K (20141000604)