Returns & Refund policy

QAYLA is a brand operated by AL AMEENA HEALTHCARE & WELLNESS SDN. BHD. (“QAYLA”, “we”, “us” or “our”).

This Return & Refund Policy applies to purchases made through qaylaofficial.com and sets out the circumstances in which a return, replacement or refund may be considered. QAYLA is committed to maintaining appropriate standards in product quality, order fulfilment and customer service. Each request will be assessed based on the circumstances of the order, the condition of the product and applicable Malaysian law. Nothing in this Policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded under applicable Malaysian law.

1. ELIGIBILITY FOR A RETURN OR REFUND

A return, replacement or refund may be considered where:

  • The wrong product was supplied.

  • An item paid for is missing from the order.

  • The product arrives damaged.

  • The product has a verified manufacturing or quality defect.

  • The product materially differs from the product description or order.

  • The product otherwise gives rise to a statutory remedy under applicable Malaysian law.

All requests are subject to verification.

QAYLA reserves the right to request reasonable information or supporting evidence before determining the appropriate resolution.

2. CHANGE OF MIND

QAYLA does not generally accept returns solely on the basis that a customer has changed their mind.

This is particularly applicable to products that are intended for consumption, personal use, wellness, food, beverage or hygiene purposes, where product integrity, safety and quality must be maintained.

Products that have been opened, used or consumed will generally not be accepted for a change-of-mind return.

This provision does not affect any statutory right or remedy available to a consumer under applicable Malaysian law.

3. DAMAGED PRODUCTS

If a product arrives damaged, the customer should contact QAYLA as soon as reasonably practicable after delivery.

For assessment, QAYLA may request:

  • Order number

  • Customer name

  • Contact details

  • Photographs of the outer parcel

  • Photographs of the product

  • Photographs of the shipping label

  • Description of the damage

  • Unboxing photographs or video, where available

Where appropriate, QAYLA may also investigate the matter with the relevant courier or fulfilment provider.

Following assessment, QAYLA will determine the appropriate remedy in accordance with the circumstances and applicable law.

This may include a replacement, refund or other appropriate remedy.

4. INCORRECT PRODUCT

If the product received is different from the product ordered, the customer should contact QAYLA before opening or using the product, where reasonably possible.

The following information may be requested:

  • Order number

  • Product received

  • Product ordered

  • Photograph of the product

  • Photograph of the shipping label

Where the error is verified, QAYLA will arrange an appropriate resolution, which may include replacement or refund.

5. MISSING ITEMS

Where an item paid for is missing from an order, the customer should notify QAYLA as soon as reasonably practicable.

QAYLA may review order records, packing records and delivery information before determining the appropriate resolution.

Where the missing item is verified, QAYLA may arrange delivery of the outstanding item, replacement or refund, as appropriate.

6. PRODUCT QUALITY OR MANUFACTURING DEFECT

Where a customer believes that a QAYLA product has a quality issue or manufacturing defect, the matter should be reported to QAYLA promptly.

Depending on the nature of the product and issue, QAYLA may request:

  • Order information

  • Product name

  • Product photographs

  • Batch or lot information, where applicable

  • Description of the issue

  • Relevant supporting information

Following assessment, QAYLA will determine the appropriate remedy in accordance with applicable Malaysian consumer-protection requirements.

7. OPENED, USED OR CONSUMED PRODUCTS

Due to the nature of certain QAYLA products, particularly products intended for consumption, personal use, wellness, food, beverage or hygiene purposes, QAYLA generally does not accept returns where the product has been:

  • Opened

  • Used

  • Consumed

  • Tampered with

  • Altered

  • Damaged through improper handling after delivery

This restriction does not apply where a consumer has a statutory right or remedy that applies notwithstanding the condition of the product.

8. UNOPENED PRODUCTS

Where QAYLA agrees to accept a return of an unopened product, the product should be:

  • Unopened

  • Unused

  • In its original packaging

  • Complete with its original contents

  • In a condition reasonably suitable for return

Customers must contact QAYLA and obtain return instructions before sending any product back.

Unauthorised returns may result in delays in processing.

9. RETURN AUTHORISATION

A return is not considered approved merely because a customer has sent an item back to QAYLA.

Customers should first contact us and provide the relevant order information.

Where a return is approved, QAYLA will provide the applicable return instructions.

The customer should retain proof of postage or tracking information where the return is sent through a courier or postal service.

10. RETURN DELIVERY COSTS

Where the return is required because of an error attributable to QAYLA, such as a verified incorrect product or other qualifying issue, QAYLA will determine the appropriate arrangement for return or replacement delivery costs.

Where a return is requested for reasons unrelated to a fault, incorrect product or other issue attributable to QAYLA, the customer may be responsible for the applicable return delivery costs.

This provision remains subject to any mandatory consumer rights under Malaysian law.

11. REFUND PROCESS

Where a refund is approved, QAYLA will generally process the refund through the original payment method used for the purchase, where reasonably practicable.

The time required for the refunded amount to be reflected in the customer’s account may depend on the relevant bank, card issuer or payment service provider.

QAYLA will process approved refunds within a reasonable period and in accordance with applicable legal requirements.

12. REPLACEMENT OF PRODUCTS

Where appropriate, QAYLA may offer a replacement instead of a refund.

Where the same product is unavailable, QAYLA may discuss an alternative resolution with the customer, subject to applicable law.

13. PROMOTIONAL ITEMS AND FREE GIFTS

Certain promotional campaigns may include complimentary products, gifts, vouchers or other promotional benefits.

Where a promotion has specific return conditions, those conditions will apply to the relevant promotion.

Where required under the applicable promotional terms, a promotional item may need to be returned together with the qualifying purchase.

14. PRODUCTS PURCHASED THROUGH THIRD PARTIES

Where a QAYLA product has been purchased from an authorised retailer, distributor, agent or other third-party seller, the customer should generally direct the return or refund request to the seller from whom the purchase was made.

QAYLA may provide reasonable assistance where appropriate.

15. UNAUTHORISED OR FRAUDULENT TRANSACTIONS

Where QAYLA reasonably suspects that an order, return or refund request involves fraud, unauthorised activity or misuse of the QAYLA platform, we may investigate the matter and take appropriate action in accordance with applicable law.

This may include requesting additional verification or temporarily withholding processing while the matter is reviewed.

16. CUSTOMER RESPONSIBILITIES

Customers are responsible for:

  • Providing accurate order and delivery information.

  • Reviewing product information before purchase.

  • Following applicable product instructions.

  • Contacting QAYLA promptly where an order issue occurs.

  • Providing accurate information when submitting a return or refund request.

  • Taking reasonable care of products after delivery.

Nothing in this section limits any statutory rights available to consumers.

17. CONSUMER RIGHTS

QAYLA respects all applicable consumer rights under Malaysian law.

The Consumer Protection Act 1999 (Act 599) provides statutory guarantees and remedies relating to goods in circumstances where applicable requirements are not met. Depending on the circumstances, available remedies may include repair, replacement or refund.

Accordingly, this Policy should not be interpreted as removing or restricting a consumer’s statutory rights.

18. HOW TO SUBMIT A RETURN OR REFUND REQUEST

All requests should be submitted to:

QAYLA
AL AMEENA HEALTHCARE & WELLNESS SDN. BHD.

Email: admin@qaylaofficial.com
Website: qaylaofficial.com
Location: Malaysia

Please include:

Order Number:
Full Name:
Contact Number:
Product Name:
Date Received:
Reason for Request:
Supporting Photographs/Videos: where applicable

Providing complete information will help us assess your request efficiently.

19. ASSESSMENT OF REQUESTS

QAYLA may review the following when assessing a return or refund request:

  • Order records

  • Payment records

  • Product information

  • Photographs or video

  • Delivery records

  • Courier information

  • Product condition

  • Relevant promotional terms

  • Other information reasonably necessary to assess the matter

QAYLA may contact the customer if additional information is required.

Once the assessment is completed, we will communicate the applicable resolution.

20. POLICY UPDATES

QAYLA may revise this Return & Refund Policy from time to time to reflect changes in our products, business operations, services or applicable legal requirements.

The latest version will be published on this page and will indicate the relevant effective or updated date.

21. GOVERNING LAW

This Return & Refund Policy is governed by the laws of Malaysia.

Nothing in this Policy prevents a consumer from exercising any statutory right or remedy available under applicable Malaysian law.

22. CONTACT INFORMATION

For enquiries regarding returns, replacements or refunds:

AL AMEENA HEALTHCARE & WELLNESS SDN. BHD.
Brand: QAYLA

Address:
No. 31, Jalan Bachang, Off 2½ Miles, Jalan Ipoh, 51200 Kuala Lumpur, Malaysia
Email: admin@qaylaofficial.com
Website: qaylaofficial.com
Location: Malaysia