Last updated: October 2025
At Aquiluxe, your satisfaction means everything to us.
Each product is crafted with care, backed by science, and thoroughly quality-tested.
If something isn’t right, we’re here to help — fairly, promptly, and with understanding.
1. Eligibility for Returns
To ensure product safety and hygiene, we can only accept returns or exchanges for products that meet the following conditions:
The item is unused, unopened, and in its original packaging.
The return request is made within 7 days from the date of delivery.
Proof of purchase (order confirmation or receipt) is provided.
Once the product has been opened or used, it cannot be returned due to hygiene and product integrity standards.
2. Non-Returnable Items
For safety and hygiene reasons, we are unable to accept returns for:
Opened, used, or damaged products
Products purchased during promotional or clearance sales
Gift cards or trial-size samples
Products not purchased directly from www.aquiluxe.com or authorized retailers
If you purchased an Aquiluxe product through a third-party store, please contact the respective retailer for their return policy.
3. Damaged, Defective, or Incorrect Items
We take great care in packaging and shipping your order. However, if you receive:
A damaged, defective, or incorrect product,
please contact us within 48 hours of receiving your parcel.
We may request photo evidence of the item and packaging to verify the issue.
Once approved, we will arrange a replacement or refund at no additional cost.
4. Refunds
Approved refunds will be processed in the original form of payment (credit card, online banking, or e-wallet).
Please allow 7–14 business days for the refund to appear in your account, depending on your bank’s processing time.
Shipping fees are non-refundable unless the return is due to an error on our part (e.g., wrong or defective item).
5. Return Process
To initiate a return or refund, please follow these steps:
Email hello@aquiluxe.com with:
Your order number
The product name(s)
A brief description of the issue (attach photos if applicable)
Our Customer Care team will respond within 2–3 business days.
Once your return is approved, you’ll receive instructions and the return address.
Ship the item back using a trackable courier service.
We recommend keeping your shipping receipt for verification purposes.
6. Exchange Policy
Exchanges are only available for:
Products that arrive damaged or defective
Items sent in error
We do not offer exchanges for change of mind or skin reaction cases.
Please consult your dermatologist before introducing new skincare products.
7. Late or Missing Refunds
If you haven’t received your refund after 14 business days, please:
Check your bank or e-wallet transaction status
Contact your payment provider for further assistance
Email hello@aquiluxe.com if the issue persists
We’ll help trace and resolve the matter as quickly as possible.
8. Contact Us
For any return, refund, or order issue, please reach out to:
hello@aquiluxe.com
aquiluxe.com
Aquiluxe Malaysia, Kuala Lumpur
Each Aquiluxe product is crafted with integrity, tested for safety, and made with care. We handle every concern personally — because at Aquiluxe, your confidence and trust come first.