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Our return policy
We want you to be happy with your Pax Flora purchase. This policy explains returns, replacements and refunds for purchases made directly from us. Please contact us if an item arrives damaged, faulty or different from what you ordered.
Returns within 14 calendar days
For a change-of-mind return, contact us within 14 calendar days of receiving your purchase. Items must be unused, unopened, with seals intact and in their original packaging. This voluntary return window does not limit your rights for faulty or misdescribed goods.
Requesting a return
Send your purchase reference, the items concerned and the reason by email or WhatsApp. Photos of damage or a wrong item help us assess the request. We will provide return instructions and the correct address after confirmation; please do not send items back without contacting us.
Change-of-mind refunds
You pay the return postage. Eligible refunds use the amount actually paid for the returned items, after discounts. The original delivery fee is not refunded. If your order originally received free shipping, the following outbound delivery deduction applies: West Malaysia: RM7.00; East Malaysia: RM15.00; Singapore: RM30.00.
Opened or used oils, bath and body products, mists and candles are not eligible for change-of-mind returns. Free gifts have no separate cash value for refunds; please report gifts that arrive damaged or unsafe.
Wrong, damaged or faulty products
Contact us promptly. For an eligible claim, we cover necessary return postage and arrange the appropriate refund or replacement. A refund includes the applicable original delivery charge, with no handling deduction. The change-of-mind exclusions do not remove your statutory rights.
Assessment & refund timing
Please allow at least 7 business days after the return arrives for inspection. We will tell you the outcome. Approved refunds go back to the original payment method; the bank or payment provider may take up to 30 days to show the credit.
Orders placed through marketplaces
For purchases made through a marketplace, start your return or refund request through that platform and follow its applicable process. If you need help with the product or your request, contact Pax Flora with your order reference.
Contact Pax Flora
Email: hello@paxflora.com.
For questions or requests, contact Pax Flora on WhatsApp: +60193019376. Send only the information needed to help with your request.