Return & Refund Policy
We want every Dirran Organic Malaysia order to arrive correctly and in good condition. If your order arrives damaged, defective, or different from what you ordered, please contact us so we can review the issue and provide an appropriate remedy.
1. Eligible return or refund issues
You may contact us if:
-
Your item arrived damaged in transit.
-
You received the wrong product, shade, size, volume, or variant.
-
The product is defective or does not materially match your order.
-
A return, replacement, refund, or other remedy is required under applicable Malaysian consumer law.
2. Reporting period
Please report damaged, defective, or incorrect items within 5 calendar days of delivery so we can investigate promptly. This reporting period does not limit any statutory consumer rights that cannot legally be excluded or restricted.
3. Change-of-mind returns
We generally do not accept returns or provide refunds solely because you changed your mind, selected the wrong item, or no longer want the product, unless required by applicable law.
4. Opened or used cosmetics
For hygiene and product-safety reasons, opened or used cosmetic and skincare products are generally not eligible for a change-of-mind return. This does not affect claims involving damaged, defective, incorrect, or otherwise non-compliant goods where a remedy is available under applicable law.
5. What to send us
To help us review your request, please provide:
-
Your full name and email address.
-
Your order number.
-
The product concerned.
-
A short description of the issue.
-
Clear photographs or video showing the product, packaging, damage, or incorrect item where relevant.
6. Before returning an item
Please contact us before sending any item back. We will confirm whether a return is required and provide the relevant instructions. When a return is requested, please pack the item securely and use a trackable shipping method.
7. Return shipping
Where the return is required because the item was damaged, defective, or supplied incorrectly by Dirran Organic Malaysia, we will provide or reimburse reasonable return-shipping costs when appropriate. Any shipping arrangement should be confirmed with us before the item is returned.
8. Replacement, refund, or other remedy
After reviewing an eligible claim, we may provide a replacement, refund, or another remedy as appropriate to the circumstances and applicable law. Where a monetary refund is due, it will normally be returned to the original payment method. Loyalty points or store credit may be offered only as an alternative where the customer agrees to receive them.
9. Processing
Once we have received all information reasonably required to assess the claim, we aim to respond with the next steps within 5 business days. Where a returned item must be inspected, the final resolution will follow after inspection. Bank, card issuer, and payment-provider processing times may apply after a refund is issued.
10. Return address
DIRRAN ORGANIC SDN BHD
No. 10, Jalan Industri USJ 1/6,
Taman Perindustrian USJ 1,
47600 Subang Jaya, Selangor, Malaysia.
11. Contact us
Email: contact@dirranorganic.com.my
Phone: +603-8011 4055
Business hours: Monday–Friday, 9:00 AM–5:00 PM (Malaysia time)
12. Your statutory rights
Nothing in this policy is intended to exclude, restrict, or replace any rights or remedies that consumers have under applicable Malaysian law.
