1. Overview
At Gaiöra, operated by Stillnergy Enterprise, we are committed to providing quality products and a clear purchasing experience.
- This Exchange & Refund Policy applies to:
- Products purchased directly through the Gaiöra website;
- Orders placed during live sales;
- Orders paid through private payment links or invoices issued by Stillnergy Enterprise; and
- Other products sold directly by Stillnergy Enterprise and paid for through this website.
By placing an order or completing payment, you agree to the terms set out in this policy.
2. Exchange or Refund Eligibility
You may request an exchange or refund if:
- You receive an incorrect item;
- You receive an item that was damaged during delivery;
- Your order is incomplete or contains missing items; or
- The item received is materially different from the item confirmed in your order.
- Requests must be submitted within 7 calendar days from the date the parcel is delivered.
3. Live Sale and Private Orders
Products selected or confirmed during a live sale, through WhatsApp, social media, or other direct communication may be paid for through a private payment link or invoice issued by Stillnergy Enterprise.
Customers are responsible for checking the product photographs, videos, descriptions, prices, quantities, and order details before completing payment.
Once payment has been completed, the order is considered confirmed and will be subject to this Exchange & Refund Policy.
4. Natural Products and Variations
Certain products sold by Stillnergy Enterprise, including natural crystals and minerals, may contain natural variations, inclusions, internal fractures, surface marks, colour differences, mineral deposits, or irregular formations.
These natural characteristics are not considered defects, provided that the product received is the same product shown or confirmed before payment.
Product colours may also appear slightly different due to lighting, photography, video quality, or individual screen settings.
5. Non-Refundable Items and Circumstances
Returns, exchanges, or refunds will generally not be accepted for:
- Opened or used fragrance products;
- Products damaged through misuse, mishandling, improper storage, or accidental damage after delivery;
- Products returned without their original packaging, where applicable;
- A change of mind after payment;
- Dissatisfaction based solely on personal preference, including fragrance, colour, size, shape, natural formation, or design;
- Natural characteristics or variations in crystals and minerals that were visible or disclosed before purchase;
- Items purchased during clearance or promotional sales, unless the item received is damaged, incorrect, or materially different from the confirmed order; or
- Live sale or privately confirmed items that match the photographs, videos, descriptions, or order confirmation provided before payment.
- Nothing in this policy excludes any rights or remedies that cannot lawfully be excluded under applicable Malaysian law.
6. Return Conditions
To qualify for an approved return or exchange:
- The item must be unused and in its original condition;
- The item must be returned with its original packaging, accessories, and accompanying materials, where applicable;
- Proof of purchase, payment receipt, invoice, or order confirmation must be provided; and
- Clear photographs or an unedited parcel-opening video may be requested to verify the condition of the item and packaging.
- Please do not return any item before receiving return instructions and approval from us.
7. Refund Process
Once the returned item has been received and inspected, we will notify you whether the refund has been approved or rejected.
If approved, the refund will be processed using the original payment method, where available.
Please allow approximately 7–14 business days for the refund to appear, depending on the bank, card issuer, or payment service provider.
Original shipping charges are non-refundable unless the return is caused by an incorrect, incomplete, or damaged order attributable to us.
8. Exchange Process
Approved exchanges will be processed after the returned item has been received and inspected.
Replacement items are subject to availability.
If the same item is unavailable, we may offer:
- An alternative item of an agreed value;
- Store credit, with the customer’s agreement; or
A refund in accordance with this policy.
9. Return Shipping
If the return is required because we sent an incorrect item, omitted an item, or the item was damaged during delivery, Stillnergy Enterprise will bear the reasonable return shipping cost, subject to prior approval.
For any return accepted for reasons not caused by us, the customer will be responsible for the return shipping cost.
Customers must use a trackable delivery service and package returned items securely.
10. Order Cancellation
Orders may only be cancelled before they have been processed, packed, or shipped.
Once an order has been packed, dispatched, or handed to the courier, it cannot be cancelled.
For live sale or privately confirmed orders, cancellation requests made after payment are subject to our approval and the status of order processing.
11. Damaged or Incorrect Orders
Please contact us within 7 calendar days of delivery if your parcel contains a damaged, incorrect, or missing item.
Please provide:
- Your name and order number;
- Photographs of the parcel and shipping label;
- Photographs of the item received; and
- A parcel-opening video, where available.
We will review the information and provide an appropriate resolution.
12. Contact Us
For exchange, return, or refund requests, please contact:
Stillnergy Enterprise
Email: official@gaiora.net
WhatsApp: +60 12-891 6681