Refund policy

Thank you for shopping with Alyvessa. This policy explains how to request a return, exchange, refund, or order cancellation for purchases made from Alyvessa in Malaysia.

We want the process to be easy to understand, so please review the information below before starting a request.

Returns Within 30 Days

You may request a return within 30 days from the date your order is delivered.

To start a return, email info@alyvessa.com within the applicable 30-day period and provide your relevant order information along with details of your request.

Please do not send an item back before your request has been reviewed and approved.

How to Request a Return

To request a return:

1. Contact info@alyvessa.com within 30 days from delivery and provide your relevant order information and details of the return request.

2. Alyvessa will review your request.

3. If the return is approved, we will provide the applicable return instructions.

4. If a return shipping label forms part of the approved return process, the applicable label or related instructions will be provided.

5. Send the item according to the approved return instructions.

6. After the returned item is received, Alyvessa will inspect it within 1–3 business days.

7. If the return is approved following inspection, the refund will be processed to the original payment method within 10 business days after inspection and approval.

Please do not send returns to our Operating Address unless specifically instructed to do so as part of your approved return instructions.

Where necessary, the appropriate return destination or other return instructions will be provided after your request has been approved.

Return Shipping

Return shipping is free for approved returns and exchanges.

Once your request has been reviewed and approved, Alyvessa will provide the applicable shipping instructions for your return or exchange.

Please follow those instructions before sending your item.

Restocking Fee

Alyvessa does not charge a restocking fee for approved returns.

Damaged, Defective, or Incorrect Items

If an item arrives damaged or defective, or you receive an item different from what you ordered, please contact info@alyvessa.com.

Include your relevant order information and details of the issue so we can review your request and provide the appropriate next steps.

Depending on the approved resolution, we will provide the applicable instructions for a return, exchange, or refund.

Please do not send the item back before receiving instructions from Alyvessa.

Exchanges

Exchanges are available for eligible products.

To request an exchange, contact info@alyvessa.com within the applicable 30-day return window. We will review your request and confirm the applicable instructions if the exchange is approved.

Return shipping is free for approved exchanges.

Please contact us before sending an item so that we can review your request and provide the correct exchange instructions.

Inspection of Returned Items

After a returned item is received, Alyvessa will inspect it within 1–3 business days.

Following the inspection, we will inform you of the applicable outcome of your return request.

Refunds

If your return is approved following inspection, Alyvessa will process the applicable refund within 10 business days after inspection and approval.

Approved refunds are issued to the original payment method used for the purchase.

Purchases from Alyvessa in Malaysia are transacted in MYR.

The time it takes for a processed refund to appear in your account may also depend on the payment service or financial institution involved.

Order Cancellations

You may request cancellation before your order has been shipped.

To request a cancellation, contact info@alyvessa.com as soon as possible.

If your order has already been shipped, it is no longer eligible for cancellation under the pre-shipment cancellation process. Where applicable, you may instead request a return in accordance with this Return & Refund Policy.

Business Days

For the processing periods stated in this policy, Alyvessa's business days are Monday–Friday.

Need Help With a Return or Refund?

If you need assistance with a return, exchange, refund, cancellation, damaged item, or incorrect order, please contact Alyvessa by email.

We aim to respond to inquiries within 48 business hours.

Contact & Business Information

Store Name: Alyvessa
Operating Address: 58, Medan Stesen 18/3 Taman Pengkalan Jaya, Pengkalan, Station 18, 30010 Ipoh, Perak, Malaysia
Contact Email: info@alyvessa.com
Operating Hours: 10:00 AM–6:00 PM (GMT+8)

Important Return Address Information

The address above is Alyvessa's Operating Address and is provided for business identification and transparency.

It is not automatically a Return Address or return destination.

Please do not send returns to our Operating Address unless specifically instructed to do so as part of your approved return instructions.

After a return request has been reviewed and approved, Alyvessa will provide the applicable return destination or other return instructions where necessary. Customers should follow those approved instructions when returning an item.