Returns & Refunds Policy

General Policy

Customer satisfaction is important to us. This Refund & Returns Policy outlines the conditions under which returns, exchanges, and refunds are accepted for purchases made through www.proaje.com.

By placing an order, you agree to the terms set out in this policy.

Eligibility for Returns

• Requests for return must be made within 7 calendar days from the date your order is marked as delivered.
• This applies whether the product is opened or unused.
• Requests after 7 days may still be considered for defective, damaged, or incorrect items, in accordance with your statutory rights under the Consumer Protection Act 1999.

Condition of Returned Items

To be eligible for a return:

• Product must be returned in original packaging.
• All original components must be included (box, lid, applicator, accessories, inserts).
• Item must not be damaged due to misuse, negligence, or improper storage.
• Returns failing to meet these conditions may be rejected.

Refund Method

• Approved returns will be refunded in the form of store credit only, unless Malaysian law requires otherwise.
• Store credit is based on the actual amount paid, excluding shipping fees, promotional discounts, or free gifts.
• Store credit does not expire and can be used for future purchases while Proaje remains in operation.
• Cash refunds or credit card reversals are not offered for change-of-mind returns.
• Any refunds processed shall be via the original payment method for easier tracking of money movement.

Non-Returnable Items

For hygiene and safety reasons, the following are not eligible for return or refund unless defective or incorrectly supplied:

• Used products showing signs of excessive use.
• Free gifts or promotional items.
• Items purchased during clearance or marked as Final Sale.

Defective, Damaged, or Incorrect Items

• Notify us within 7 calendar days of receiving defective, damaged, or incorrect items.
• Verified claims may result in:
  • Replacement
  • Store credit
  • Refund as required under Malaysian consumer law
• Proof such as photos or videos may be required.

Return Shipping

• Customers bear return shipping costs unless the return is due to our error.
• Returns must be sent with tracking.
• We are not responsible for lost or damaged return parcels without proof of delivery.

Processing Time

• Once received and inspected, store credit will be issued within 3–5 working days.

International Orders

• The same return eligibility applies for international orders.
• Customs duties, taxes, and shipping fees are non-refundable.
• We are not responsible for customs delays.

Right to Refuse Returns

• We may refuse returns if there is evidence of abuse, multiple excessive return requests, or failure to meet policy requirements.

Statutory Rights

Nothing in this policy affects your rights under the Consumer Protection Act 1999 or other applicable Malaysian laws.

Policy Changes

We may amend this Refund & Returns Policy at any time without prior notice. Changes take effect immediately upon posting on our Website.