Nonaria
Returns & refunds
RETURN & REFUND POLICY
Last Updated: 21 September 2026
At Nonaria, we want customers to receive the products they ordered in the condition reasonably expected.
This Return & Refund Policy explains how returns, exchanges and refunds are handled for purchases made through nonaria.my.
NONARIA
Operated by AS APPARELS SDN BHD
Registration No.: 202401037455 (1583302-K)
Website: nonaria.my
This policy should be read together with our Terms & Conditions and Privacy Policy & Personal Data Protection Notice.
Nothing in this policy is intended to exclude or restrict any consumer right or remedy that cannot lawfully be excluded under Malaysian law.
1. RETURN ELIGIBILITY
For ordinary change-of-mind, sizing or preference-related returns, you may request a return within 7 calendar days from the date you receive your order.
To qualify for a voluntary return, the product must generally be:
Unworn;
Unwashed;
Unaltered;
Unused;
Free from stains, marks, odours or damage;
In its original condition;
Complete with its original tags attached; and
Returned together with any original product packaging or accessories supplied with it, where applicable.
Trying an apparel product on for sizing purposes does not by itself make the product used, provided it remains in its original saleable condition.
We reserve the right to decline a voluntary return where the returned product does not satisfy these conditions.
This voluntary 7-day return period does not replace or limit any statutory rights that may apply where a product is defective, incorrectly supplied, materially different from its description or otherwise fails to comply with applicable consumer guarantees.
2. CHANGE-OF-MIND RETURNS
A change-of-mind return includes circumstances such as:
You selected the wrong size;
You selected the wrong colour;
You no longer want the product;
You prefer another design;
The product does not suit your personal preference; or
You accidentally ordered the wrong variation.
Eligible change-of-mind returns must be requested within the return period stated above.
Approval of a change-of-mind return remains subject to the product satisfying the return-condition requirements in this policy.
For an approved change-of-mind return, the customer is responsible for the cost of returning the product to Nonaria unless we expressly agree otherwise.
Original delivery charges are generally not refundable for a change-of-mind return.
3. ITEMS THAT CANNOT BE RETURNED FOR CHANGE OF MIND
For hygiene, safety, customisation or other reasonable reasons, certain products may not qualify for a voluntary change-of-mind return.
These may include:
Products specifically marked Final Sale;
Personalised or customised products;
Products altered at the customer's request;
Hygiene-sensitive products where the protective seal or packaging has been opened, where applicable;
Gift cards or vouchers;
Free promotional gifts; and
Any product clearly identified as non-returnable before purchase.
A sale or discounted product is not automatically considered Final Sale unless this is clearly indicated on the relevant product page or promotion.
These exclusions apply to voluntary change-of-mind returns only.
They do not remove rights or remedies that may apply if a product is defective, unsafe, incorrectly supplied or otherwise fails to comply with applicable Malaysian consumer law.
4. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order after receiving it.
If you believe that you have received:
A defective product;
A damaged product;
The wrong product;
The wrong colour or size compared with your confirmed order;
An incomplete product; or
A product materially different from its description,
please contact Nonaria customer service as soon as reasonably possible.
For quicker investigation, we recommend contacting us within 48 hours after delivery where the problem is immediately visible.
The 48-hour period is intended to help us investigate delivery or fulfilment issues efficiently. It does not remove statutory rights that may exist where a defect or non-conformity becomes apparent later.
Malaysia's Consumer Protection Act provides an implied guarantee that goods supplied to consumers are of acceptable quality, including considerations such as fitness for ordinary purpose, appearance and finish, freedom from minor defects, safety and durability.
5. EVIDENCE FOR DAMAGED, DEFECTIVE OR INCORRECT ITEMS
To assist us in investigating a claim, we may reasonably request:
Your order number;
Your name and contact information;
Photographs of the product;
Photographs of the defect or damage;
Photographs of the product label;
Photographs of the parcel or packaging;
A short video where the issue cannot reasonably be shown in a photograph; and
Other information reasonably necessary to understand the issue.
Please retain the affected product and, where reasonably possible, its packaging until we have completed our initial assessment.
Do not dispose of an affected item before receiving instructions from us if its inspection or return may reasonably be required.
6. WHAT IS NOT GENERALLY CONSIDERED A DEFECT
Depending on the nature of the product, certain characteristics may not necessarily constitute manufacturing defects.
These may include:
Minor colour variation caused by different screens or lighting;
Reasonable manufacturing tolerances;
Reasonable measurement variations;
Natural characteristics or variations in fabric;
Damage caused by improper washing or care;
Damage caused by misuse;
Accidental damage after delivery;
Normal wear and tear; or
Alterations made by the customer or another party after delivery.
Each issue will be considered based on the product, its description, the circumstances and applicable consumer law.
A statement in this section will not override a statutory guarantee where a product does not meet the standard legally required of it.
7. HOW TO REQUEST A RETURN
To request a return, contact Nonaria customer service through:
Email: [INSERT OFFICIAL NONARIA EMAIL]
Customer Service / WhatsApp: [INSERT OFFICIAL NUMBER]
Please provide:
Your order number;
The item you wish to return;
The reason for the return; and
Supporting photographs where relevant.
Please do not send a return before receiving return instructions from us.
Once the request has been reviewed, we will provide the applicable return instructions and return destination.
An approval to send an item back does not automatically guarantee a refund. The returned item may still need to be inspected to confirm that it satisfies the applicable return conditions.
8. RETURNING YOUR PRODUCT
Once your voluntary return request has been approved, please send the product back within 7 calendar days of receiving the return instructions, unless we specify otherwise.
We recommend using a delivery service that provides tracking.
Please retain:
The courier receipt;
Tracking number; and
Proof of postage
until your return has been completed.
For change-of-mind returns, Nonaria is not responsible for a return parcel that is lost or damaged before it reaches us where the return delivery method was arranged by the customer.
Where Nonaria arranges the return because of an accepted defective, damaged or incorrect item claim, different arrangements may apply.
9. RETURN SHIPPING COST
Change of mind, size or preference
For an approved return due solely to:
Change of mind;
Incorrect size selected by the customer;
Incorrect colour selected by the customer; or
Personal preference,
the customer is responsible for the return shipping cost unless expressly stated otherwise.
Incorrect, damaged or defective product
Where we confirm that the return results from an error by Nonaria or a qualifying product issue, we will arrange or reimburse reasonable return shipping costs where appropriate.
Malaysia's Consumer Protection Act provides specific remedies where goods fail to comply with statutory guarantees, including repair, replacement or refund depending on the circumstances.
10. RETURN INSPECTION
Returned products will be inspected after they are received.
For voluntary returns, we may check:
Product condition;
Tags;
Packaging;
Signs of wear;
Washing;
Alterations;
Stains;
Odours;
Damage; and
Whether all applicable parts or accessories have been returned.
We will notify you if additional information is required.
Where a voluntary return does not meet the conditions of this policy, we may decline the return.
Where appropriate, arrangements may be made for the item to be returned to the customer, and additional delivery charges may apply.
This does not affect statutory claims concerning defective or non-conforming goods.
11. EXCHANGES
Eligible products may be exchanged for another available:
Size; or
Colour
of the same product, subject to stock availability.
Exchange requests should be submitted within the same 7-calendar-day period applicable to voluntary returns.
The product being exchanged must satisfy the return-condition requirements described in this policy.
We cannot guarantee that the requested replacement size or colour will remain available while the returned item is in transit.
If the requested variation is unavailable, we may provide another applicable option in accordance with this policy.
Where the exchange is requested because the customer selected the wrong size or colour, applicable delivery costs may be borne by the customer.
Where we supplied an incorrect product, reasonable exchange-delivery costs will be borne by Nonaria.
12. DEFECTIVE PRODUCTS AND STATUTORY REMEDIES
Defective or non-conforming products are treated separately from ordinary change-of-mind returns.
Under Malaysia's Consumer Protection Act 1999, goods supplied to consumers are subject to statutory guarantees, including the guarantee of acceptable quality. The remedy available depends on the nature and seriousness of the failure.
Depending on the circumstances and applicable law, the available remedy may include:
Repair;
Replacement;
Refund; or
Another remedy provided by law.
Where a consumer has a statutory right to reject qualifying goods, Section 46 of the Consumer Protection Act provides for a choice between a refund or replacement with goods of the same type and similar value where reasonably available.
We will assess qualifying claims in accordance with applicable Malaysian consumer law rather than relying solely on the voluntary 7-day return period.
13. REFUNDS
Once an eligible return has been received, inspected and approved, we will process the applicable refund.
Unless otherwise agreed or required by law, the refund will generally be made to the original payment method used for the order.
Where a refund cannot reasonably be processed using the original payment method, we may contact you to arrange an alternative refund method.
We may require reasonable verification before transferring a refund to a different bank account or recipient.
14. REFUND AMOUNT
For an approved return, the refund will generally be based on the actual amount paid for the returned item, after taking into account applicable:
Discounts;
Promotional codes;
Vouchers; or
Bundle pricing.
A customer cannot receive a refund based on the product's original retail price where a lower amount was actually paid.
For partial returns from promotional or bundle purchases, the refund may be calculated according to the discount allocation applicable to the returned item.
15. ORIGINAL DELIVERY FEES
For ordinary change-of-mind returns, the original shipping or delivery charge is generally not refundable.
Where the entire order is subject to an accepted claim because of an error by Nonaria or a qualifying statutory product issue, applicable delivery charges will be handled according to the circumstances and applicable law.
16. REFUND PROCESSING TIME
After an eligible return has been received and approved, we aim to initiate the refund within 7 business days.
After we initiate the refund, additional time may be required for the amount to appear in your account.
This processing time may depend on:
Your bank;
Card issuer;
Payment gateway;
Electronic wallet provider; or
Other payment service provider.
In some cases, this may take approximately 7 to 14 business days after the refund is initiated, depending on the provider.
Nonaria cannot control processing times imposed by an independent financial institution after we have successfully submitted the refund.
17. PROMOTIONAL AND DISCOUNTED ITEMS
Products purchased using:
Promotional codes;
Vouchers;
Campaign discounts;
Bundle offers; or
Sale pricing
may still qualify for return where they satisfy this policy, unless they were clearly identified as Final Sale before the purchase.
Any refund will be based on the amount actually attributable to and paid for the returned product.
Where returning part of an order means that the remaining purchase no longer satisfies a promotional condition, the refund may be recalculated to reflect the terms of the original promotion where this was clearly disclosed as part of the offer.
18. FREE GIFTS AND GIFT-WITH-PURCHASE PROMOTIONS
If your order included a free gift because a promotional threshold or condition was met, the gift may need to be returned where the return causes the original order to no longer qualify for that promotion.
The free gift should be returned in unused and original condition where applicable.
If the promotional item is not returned, we may adjust the applicable voluntary refund to account for the promotion, where the conditions of the promotion clearly provided for this.
This does not affect statutory remedies for defective or non-conforming products.
19. PRE-ORDER ITEMS
Unless expressly stated otherwise on the relevant product page, a pre-order product becomes subject to this Return & Refund Policy once it has been delivered.
The return period therefore begins from the date the customer receives the product, rather than the date the pre-order was originally placed.
Any cancellation of a pre-order before fulfilment is governed by the conditions disclosed with the applicable pre-order and our Terms & Conditions rather than by the post-delivery return process in this policy.
20. MULTIPLE-ITEM ORDERS
You do not need to return an entire order simply because one item qualifies for return.
Where only part of an order is returned, any approved refund will generally apply only to the eligible returned item.
Discounts, bundle pricing, delivery charges and promotional conditions may be recalculated where applicable.
21. RETURN ABUSE OR FRAUD
We may refuse a voluntary return or take reasonable action where there is evidence of:
Return fraud;
Deliberate damage;
Substitution of products;
Returning an item other than the product purchased;
Repeated wearing and returning of products;
Manipulation of promotional offers;
Falsified proof of purchase; or
Other abusive conduct.
This does not permit us to refuse a legitimate statutory consumer claim merely because a customer has previously made returns.
22. PROOF OF PURCHASE
A valid Nonaria order record or other reasonable proof of purchase may be required to process a return or refund.
This may include:
Order number;
Order confirmation;
Payment record; or
Other information enabling us to verify the transaction.
Products purchased from an unauthorised third-party seller cannot normally be returned directly to nonaria.my.
Where a product was purchased through another authorised sales channel, the applicable return process for that channel may apply.
23. REFUNDS WILL NOT BE ISSUED AS STORE CREDIT WITHOUT AGREEMENT
Where a customer is legally entitled to a monetary refund, we will not replace that refund with store credit merely for our convenience.
In particular, Malaysia's Consumer Protection Act states that where a consumer exercises a statutory right to reject qualifying goods and chooses a refund, that refund obligation cannot be satisfied simply by allowing the consumer to acquire other goods from the supplier.
Store credit or vouchers may still be offered where:
The customer voluntarily chooses them;
They form part of a voluntary change-of-mind arrangement; or
They are otherwise permitted by law.
24. CANCELLATIONS BEFORE DISPATCH
A request to cancel an order before dispatch is different from a return.
If you wish to cancel an order, contact Nonaria customer service as soon as possible.
We cannot guarantee that a cancellation request can be completed once the order has entered processing, packing or fulfilment.
Where cancellation is still operationally possible, we will advise you of the available options.
Once an order has been dispatched, the applicable return provisions of this policy may apply.
25. CONSUMER RIGHTS UNDER MALAYSIAN LAW
This policy provides Nonaria's operational return process but does not replace rights available under the Consumer Protection Act 1999 [Act 599].
The Act provides statutory guarantees relating to consumer goods, including acceptable quality, and establishes remedies where goods fail to comply with those guarantees.
The statutory right to reject defective goods is assessed within a reasonable time, taking into account matters such as the type of goods, expected use and when the defect could reasonably become apparent. It is therefore different from Nonaria's voluntary 7-day change-of-mind return period.
Consumers with eligible disputes may also have access to the Tribunal for Consumer Claims Malaysia (TTPM). The Tribunal states that it provides an alternative avenue for consumer claims involving goods or services that do not meet the characteristics promised.
