RETURN AND REFUND POLICY

Gaiöra, operated by Stillnergy Enterprise

1. Scope

1.1 This Exchange and Refund Policy ("Policy") applies to all fragrance and related products ("Products") sold by Stillnergy Enterprise trading as Gaiöra, including Products purchased:

• (a) through the gaiora.net online store;
• (b) during a live sale, livestream, or social media session;
• (c) through WhatsApp or other direct communication with us; and
• (d) by way of a private payment link or invoice issued by Stillnergy Enterprise.

1.2 This Policy forms part of our Terms and Conditions. By placing an order or completing payment, you agree to this Policy.

1.3 Your statutory rights. This Policy operates in addition to, and does not exclude, restrict, or modify, your rights under the Consumer Protection Act 1999 or the Sale of Goods Act 1957. Section 6 of the Consumer Protection Act 1999 renders void any contractual term purporting to exclude the operation of that Act. Where any provision of this Policy is inconsistent with your statutory rights, your statutory rights prevail.

2. Summary of Timeframes

• Report a problem with your order: within seven (7) calendar days of delivery.
• Send the Product back after approval: within fourteen (14) calendar days of our approval.
• Our inspection after we receive the return: within five (5) working days of receipt.
• Refund issued after inspection is completed: within fourteen (14) working days.
• Funds appearing in your account: a further five (5) to fourteen (14) working days, depending on your bank or card issuer.

3. When You May Request an Exchange or Refund

You may request an exchange or refund where:

• (a) Wrong item: you received a Product different from the one you ordered and paid for.
• (b) Incomplete order: an item is missing from your parcel.
• (c) Damage in transit: the Product arrived broken, cracked, leaking, or with its atomiser, cap, or sprayer damaged.
• (d) Defective Product: the Product has a manufacturing fault, such as a faulty spray mechanism, a defective seal, a short fill outside normal tolerance, or contents that are contaminated or have visibly deteriorated.
• (e) Materially different: the Product received differs materially from the description, concentration, volume, or specific unit confirmed to you before payment.
• (f) Expired or near-expiry: the Product is past, or unreasonably close to, any stated expiry or best-before date at the time of delivery.
• (g) Not of acceptable quality: the Product fails to meet the guarantee of acceptable quality under Part V of the Consumer Protection Act 1999.

4. Hygiene Seal Requirement

Because fragrance is a personal-care product, the condition in which a Product is returned matters. Our requirement differs according to the reason for the return.

4.1 Seal must be intact Where the claim is that you received the wrong item, an incomplete order, or a Product materially different from what you ordered, the Product must be returned:

• unused and unworn;
• with any cellophane wrap, hygiene seal, or shrink-wrap unbroken;
• with all original boxes, caps, inserts, batch labels, and packaging; and
• together with any free gift or promotional item supplied with it. This is because such a claim can be verified without opening the Product.

4.2 Seal requirement waived Where the claim concerns a quality defect, damage in transit, a faulty atomiser or sprayer, leakage, contamination, or deterioration of the fragrance, we accept that the Product may need to have been opened, and in many cases used, in order for the fault to be discovered. In these cases:

• a broken hygiene seal will not by itself disqualify your claim;
• the Product should nevertheless be returned with as much of its original packaging as remains available; and
• the quantity remaining should be broadly consistent with the extent of testing reasonably required to identify the fault.

4.3 Transport restriction on returns Fragrances may be alcohol-based, and where a Product contains alcohol it is classified as dangerous goods for air transport. Do not send a Product back by air freight or ordinary post without our instruction. We will advise you of the correct return method, which may involve a specific courier, surface transport, or in certain cases collection or disposal at your location. Costs arising from an unauthorised return method are not recoverable from us.

4.4 International returns Where you are returning a Product from outside Malaysia, the following additional requirements apply:

• Do not despatch the Product until we have given you written return instructions. An unauthorised international return may be refused at the Malaysian border, held, or destroyed, and we cannot recover it.
• The parcel and its customs declaration must be marked clearly as returned goods, stating our original order number, so that it is not assessed for import duty a second time on entry into Malaysia.
• Where we are charged import duty, tax, brokerage, or storage on a returned parcel because it was declared incorrectly or despatched without our instruction, we may deduct that amount from your refund.
• Import duties, taxes, and clearance charges that you already paid to your own customs authority on the original delivery are not refundable by us. Depending on your country, you may be able to claim them back directly from that authority, and we will provide reasonable documentation to assist.

5. What Is Not Covered

Unless the Product is faulty or not of acceptable quality, we do not accept exchanges or refunds for:

• (a) change of mind after payment;
• (b) dislike of the scent, or the fragrance not smelling as you expected or as it did on someone else;
• (c) perceived longevity, projection, or sillage falling short of your expectation, as these vary with skin chemistry, body temperature, climate, humidity, application method, and individual perception;
• (d) minor variation in the colour or tone of the liquid between batches, or gradual darkening of a fragrance over time through natural maceration, which is inherent to fragrance products;
• (e) slight differences in packaging arising from a manufacturer's packaging revision, where the Product itself is as described;
• (f) differences in appearance attributable to photography, lighting, video quality, or screen settings;
• (g) Products damaged after delivery through misuse, mishandling, dropping, exposure to heat or direct sunlight, improper storage, decanting, or any alteration;
• (h) Products where the batch code or label has been removed, defaced, or altered;
• (i) samples, decants, testers, travel sizes, discovery sets, and free promotional items;
• (j) Products sold as clearance, final sale, or "as-is", where the condition or reason for discount was disclosed before purchase;
• (k) gift cards and vouchers; and
• (l) claims reported after the seven (7) day reporting window, save where the defect could not reasonably have been discovered within that period. Skin reactions. Fragrance ingredients may cause irritation or an allergic reaction in some individuals. A reaction is not, by itself, evidence that a Product is defective. If you experience a reaction, stop using the Product, seek medical advice, and contact us. We will consider such reports individually and in good faith, and will treat them as product safety matters.

6. How to Make a Request

Step 1: Contact us within seven (7) calendar days of delivery

Email official@gaiora.net or message +60 12-891 6681 on WhatsApp with:

• your order number and the date of delivery;
• the name of the Product concerned;
• a clear description of the problem;
• photographs of the Product, the batch code, the outer packaging, and the courier label; and
• for damage or leakage claims, photographs of the parcel as received.

Step 2: Unboxing evidence (strongly recommended)

We strongly recommend recording a continuous, unedited video from the moment you begin opening the parcel. This is the most effective evidence for wrong-item, missing-item, and transit-damage claims and materially speeds up resolution. It is not a mandatory condition of a valid claim.

Step 3: Await our approval and return instructions

Do not send anything back before we approve the return and give you instructions. Unauthorised returns may be refused or returned to you at your cost.

Step 4: Return the Product within fourteen (14) calendar days of approval

Pack the Product securely, using the original packaging where available, and follow the return method we specify. Retain your tracking number until the matter is resolved.

Step 5: Inspection

We will inspect the returned Product within five (5) working days of receipt and notify you of the outcome. If a claim is rejected, we will give you our reasons in writing and will return the Product to you at our cost.

7. Remedies

7.1 Where your claim is accepted, we will offer, in the following order of preference:

• (a) replacement with the same Product, where stock is available;
• (b) exchange for a different Product of equal value, subject to availability, with any price difference payable by or refundable to you; or
• (c) refund of the amount paid, where replacement or exchange is not possible or not acceptable to you.

7.2 Where the failure is substantial within the meaning of the Consumer Protection Act 1999, you are entitled to elect between a refund and a replacement, and clause 7.1 does not restrict that election.

7.3 Where only part of an order is affected, the remedy applies to the affected items only.

7.4 In the case of a missing item, we will despatch the missing item at our cost, or refund it if it is unavailable.

8. Refunds

8.1 Approved refunds are made to the original payment method used for the order. We are unable to refund to a different card, account, or person, except where the original method is closed or unavailable, in which case we will arrange an alternative with you and may require additional verification.

8.2 We will process the refund within fourteen (14) working days of completing inspection. The time taken for funds to appear in your account depends on your bank, card issuer, or payment provider, and typically adds a further five (5) to fourteen (14) working days.

8.3 Delivery charges are treated as follows:

• Where the fault is ours, being a wrong item, missing item, defective Product, or transit damage, we refund the Product price and the original delivery charge in full.
• Where the return arises for a reason not attributable to us and we have agreed to accept it as a goodwill gesture, the original delivery charge is not refundable.

8.4 Return postage is treated as follows:

• Where the fault is ours, we bear the cost of return postage, either by arranging collection, providing a prepaid label, or reimbursing your documented postage cost against a receipt.
• Where the return is a goodwill acceptance not arising from our fault, you bear the cost of return postage.

8.5 We do not charge restocking fees.

8.6 Refunds are made in Malaysian Ringgit. We are not responsible for any variation in value arising from exchange rates or fees charged by your own bank or card issuer.

9. Cancellations by You

9.1 You may request cancellation of an order at any time before it has been despatched. Contact us as soon as possible at official@gaiora.net or +60 12-891 6681.

9.2 We will use reasonable efforts to accommodate a cancellation request, but cannot guarantee it once picking and packing has begun.

9.3 Once an order has been despatched it cannot be cancelled, and the return process under this Policy applies instead.

9.4 Approved cancellations are refunded in full, including delivery charges, within fourteen (14) working days.

10. Cancellations by Us

10.1 We may cancel an order in the circumstances set out in clause 6.6 of our Terms and Conditions, including unavailability of stock, pricing error, failed verification, or suspected fraud.

10.2 Where we cancel an order for which payment has been received, we will refund the full amount paid, including delivery charges, within fourteen (14) working days.

11. Failed or Refused Deliveries

11.1 Where a parcel is returned to us because the delivery address was incorrect or incomplete, because delivery was refused, or because the parcel went unclaimed after the courier's attempts and holding period, we will contact you.

11.2 We will offer either redelivery at your cost, or a refund of the Product price less the original and return delivery costs actually incurred.

11.3 This clause does not apply where the failure was caused by our error or the courier's fault, in which case a full refund or free redelivery will be provided.

12. Live Sale and Direct Orders

12.1 For Products selected during a live sale or confirmed through WhatsApp or social media, you are responsible for reviewing the photographs, video, description, concentration, volume, price, and quantity presented to you before completing payment.

12.2 Where a specific individual unit or bottle is shown to you and confirmed, that unit is the Product you have contracted to buy, and delivery of that unit will not be treated as delivery of a wrong item.

12.3 All other provisions of this Policy, including those relating to defects, transit damage, incomplete orders, and acceptable quality, apply equally to Direct Orders.

13. Dispute Resolution

13.1 If you are dissatisfied with the outcome of a claim, please write to official@gaiora.net setting out your concerns. We will review the matter and respond within fourteen (14) working days.

13.2 If the matter remains unresolved, you may refer it to the Tribunal for Consumer Claims Malaysia (Tribunal Tuntutan Pengguna Malaysia), established under Part XII of the Consumer Protection Act 1999, which hears consumer claims not exceeding RM50,000. Filing fees are nominal and legal representation is not permitted, so the process is accessible without a lawyer.

13.3 You may also lodge a complaint with the Ministry of Domestic Trade and Cost of Living (KPDN) through its e-Aduan portal.

13.4 Subject to the above, disputes are governed by the laws of Malaysia and subject to the exclusive jurisdiction of the High Court in Sabah and Sarawak at Kuching.

14. Amendments

We may amend this Policy at any time by publishing the revised version on the website. The Policy in force at the time your order was accepted governs that order.

15. Contact

Stillnergy Enterprise (Gaiöra)                                                                                          1st Floor, SL.8, Rock Commercial Centre, Jalan Green, 93150 Kuching, Sarawak, Malaysia                                                                                                                     Email: official@gaiora.net WhatsApp: +60 12-891 6681