Last Updated: August 2026
This Return & Refund Policy is issued by MITRA JAYA EDAR SDN BHD (Company Registration No. 201901015973 (1325301-U)), operating under the brand Natureal Organic (“Natureal Organic”, “we”, “us” or “our”).
1. 7-DAY RETURN POLICY
Customers have 7 days from the date an item is received to request an eligible return.
To qualify for return, the item must generally:
- Be in the same condition in which it was received;
- Be unused and unopened, where applicable;
- Be in its original packaging;
- Include original seals, tags or accessories where applicable; and
- Be accompanied by proof of purchase or order number.
2. HOW TO REQUEST A RETURN
To request a return, contact:
Please provide:
- Full name;
- Order number;
- Product involved;
- Reason for return; and
- Photos or videos where the issue relates to damage, defect or an incorrect item.
Returns sent without prior approval may not be accepted.
3. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
Please inspect your order upon delivery.
Contact us promptly if:
- The item is damaged;
- The item is defective;
- You received the wrong item;
- The quantity is incorrect; or
- There is another material issue with the order.
We may request supporting photographs or videos.
Eligible claims may be resolved through replacement, exchange, refund or another appropriate remedy.
4. NON-RETURNABLE ITEMS
For hygiene, health or safety reasons, certain opened or used personal care products may not be returnable.
These may include:
- Hair care products;
- Skincare products;
- Cosmetic products;
- Opened personal care products;
- Products with broken hygiene seals;
- Used products;
- Personalised products; and
- Other products that cannot reasonably be resold for hygiene or safety reasons.
Nothing in this Policy limits rights available under applicable Malaysian law.
5. PROMOTIONAL OR SALE ITEMS
Promotional or discounted products may still qualify for return where:
- The product is defective;
- The wrong product was supplied;
- The product arrived damaged; or
- A remedy is otherwise required under applicable law.
Change-of-mind returns may not be accepted for promotional items unless otherwise stated.
6. RETURN SHIPPING
Where the return is caused by:
- A defective product;
- An incorrect product supplied by us; or
- Damage attributable to fulfilment or delivery,
we may bear or reimburse reasonable return shipping charges, subject to approval.
For approved change-of-mind returns, where accepted, the customer may be responsible for return shipping costs.
7. REFUND PROCESS
Once the returned item or refund request has been assessed, we will notify you whether the refund has been approved.
8. REFUND ETA
For an approved refund, MITRA JAYA EDAR SDN BHD will initiate the refund within 3 to 7 business days after approval.
Where possible, refunds will be made to the original payment method.
After the refund is initiated, the time required for the funds to appear may depend on:
- Bank;
- Card issuer;
- Payment gateway;
- E-wallet provider; or
- Other payment service provider.
As a general guide, customers should allow approximately 5 to 14 business days from refund approval for the amount to appear.
If more than 14 business days have passed after we confirm that the refund has been initiated, please contact hello@natureal.co.
9. CASH ON DELIVERY REFUNDS
Where an eligible Cash on Delivery order cannot be refunded through the original payment method, we may request suitable bank or payment details solely for processing the approved refund.
10. EXCHANGES
Eligible exchanges are subject to stock availability.
Where an exchange is approved, we will provide instructions for returning the original item.
11. ORDER CANCELLATION
If you wish to cancel an order, contact us as soon as possible.
Cancellation may be possible if the order has not yet been processed, packed or dispatched.
Once an order has been dispatched, cancellation may no longer be possible.
12. CONTACT US
MITRA JAYA EDAR SDN BHD
Company Registration No.: 201901015973 (1325301-U)
Operating Brand: Natureal Organic
Website: naturealorganic.com
Email: hello@natureal.co
