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Refund and Returns Policy

At VIN LUIZ SDN. BHD. , (Company No. 201901035011 [1344341-P]), the operator of https://aiwella.com, we are committed to delivering premium-quality products and ensuring your satisfaction. This Refund and Returns Policy outlines your rights as a consumer and our obligations under the Consumer Protection Act 1999 and other applicable Malaysian regulations.

1. Return Eligibility 

You may request a return or exchange within seven (7) days from the date of delivery, subject to the following conditions:

  • Items must be unused, unopened, and in their original packaging.
  • A valid proof of purchase from https://aiwella.com must be provided.

2. Non-Returnable Items

For health, hygiene, and safety reasons, returns are not accepted for:

  • Opened essential oils or consumable items.
  • Undergarments or shapewear that have been worn or tried on.
  • Products damaged due to customer mishandling.
  • Any item returned beyond the 7-day return window.

3. Damaged, Defective or Incorrect Items 

If you receive an item that is defective, damaged during delivery, or incorrect:

  1. Contact us at contact@aiwella.com within 7 days of receiving your order.
  2. Include your order number and clear photo and video evidence of the issue.
  3. Upon verification, we will offer a full refund or a replacement, and all related return shipping costs will be borne by us.

4. Change of Mind Returns 

If you wish to return a product due to a change of mind:

  • Returns are accepted only for unopened and unused items in original condition.
  • Return shipping costs will be borne by the customer.
  • We do not provide prepaid return shipping labels.

5. Refund Process 

Once your returned item is received and inspected, you will be notified of the outcome. If approved:

  • Refunds will be issued via the original payment method or bank transfer.
  • Please allow up to 14 business days for the refund to be completed.

6. Promotional, Clearance, Free Gift Items 

Items purchased on promotion, at a discount, or on clearance are non-returnable, except in cases where:

  • The item was received damaged, defective, or incorrect due to our error.
  • The same return process and verification will apply.

Please note: Free gifts received as part of a promotion or bundled package are non-returnable and non-refundable under all circumstances.

7. Contact Information

For return requests, refund inquiries, or further assistance, please contact us at:

Email: contact@aiwella.com

8. Consumer Rights

If you are dissatisfied with the outcome of your return or refund request and wish to seek further resolution, you may file a complaint with the Tribunal for Consumer Claims Malaysia (TTPM) under the Consumer Protection Act 1999.

For more information, please visit the official TTPM website:
https://ttpm.kpdn.gov.my

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