NYRA Skin Refund Policy

Last updated: 24 October 2026

ABOUT THIS POLICY

This policy explains when and how we refund or replace NYRA Skin orders. It covers orders placed through the official NYRA Skin website and through our official WhatsApp number.

NYRA Skin is a brand owned and operated by NIRO ENTERPRISE (SSM Reg. No: 202303038429 (003467784-P)), a business registered in Malaysia. In this policy, "we", "us" and "our" mean NIRO ENTERPRISE.

Orders placed through the official NYRA Skin TikTok Shop follow TikTok Shop's own return and refund policy. Please raise those requests in the TikTok Shop app.

Nothing in this policy limits your rights under the Consumer Protection Act 1999 or any other Malaysian law.

HOW YOU CAN PAY

We currently accept two payment methods:

• Direct bank transfer to our business account

• DuitNow QR

CHIP will soon be our official online payment gateway. CHIP is a Malaysian payment provider, and once it is live you can pay at checkout with the methods it supports, such as FPX online banking, credit and debit cards, e-wallets and DuitNow QR. We will update this policy and our checkout page when CHIP goes live.

Your order is confirmed only after we receive and verify your full payment. For bank transfer and DuitNow QR, send your payment receipt to us on WhatsApp so we can match it to your order.

Only pay to an account under the name NIRO ENTERPRISE, using the details shown on our official website or sent from our official WhatsApp number. We will never ask you to pay into a personal account.

WHEN YOU CAN GET A REFUND OR REPLACEMENT

We will replace the item or give you a full refund if:

• You received the wrong product or the wrong quantity

• The product arrived damaged, leaking or with a broken seal

• The product is faulty, for example a pump or mist nozzle that does not work

• The product had expired when it reached you

• We cancel your order, or cannot fulfil it because the item is out of stock

You must contact us within 7 days of receiving your parcel. An unboxing video helps us approve your claim faster.

Skin reactions

Our products are for external use only. We recommend a patch test before first use. If you have a reaction, stop using the product and see a doctor if it does not settle. Contact us within 7 days of delivery and we will review your case individually. We may ask for photos and details of how you used the product.

What we cannot refund

For hygiene and safety reasons, we cannot accept returns or give refunds for:

• Opened or used products, unless the product is faulty

• Change of mind, including not liking the scent or texture

• Not seeing the results you expected, as individual results vary

• Damage caused by misuse, poor storage or anything that happens after delivery

• Free gifts, including the member mystery welcome gift

• The RM8 membership fee

• Claims made more than 7 days after delivery

HOW TO REQUEST A REFUND

1. Message us on WhatsApp or email within 7 days of delivery. Include your order number, a short description of the problem, and clear photos of the product, packaging and shipping label.

2. We will reply within 3 working days to approve the claim or ask for more details.

3. If we need the item back, we will tell you how to return it. We pay the return postage when the mistake is ours. Please do not send anything back before we confirm.

4. Once your claim is approved, and we have received any returned item, we process your refund within 7 working days.

We refund the amount you actually paid for the affected items, after any discount. Delivery fees are refunded when the whole order is affected by our error. All refunds are made in Ringgit Malaysia.

How your refund reaches you

• Direct bank transfer: refunded by bank transfer to an account in your name, within 1 to 3 working days after we process it.

• DuitNow QR: refunded by bank transfer or DuitNow transfer to an account in your name, within 1 to 3 working days after we process it.

• CHIP (once live): refunded to your original payment method through CHIP where possible, otherwise by bank transfer. Card refunds can take up to 14 working days, depending on your bank.

For bank transfer refunds, we will ask for the account holder's name, bank name and account number. The account name should match the name of the person who paid. We use these details only to send your refund.

CANCELLING AN ORDER

You can cancel for a full refund any time before we ship your order. After it ships, it cannot be cancelled, but you can still make a claim under this policy if the item is eligible.

If we do not receive payment within 24 hours of placing an order, we may cancel it.

MEMBER PURCHASES AND PROMOTIONS

• Refunded purchases do not count towards the RM188 six-month spend needed to keep your membership active.

• A birthday discount counts as used once applied, even if that purchase is later refunded.

• If you return your whole first member purchase, please return the mystery welcome gift unused as well.

• For bundles and promotions, we refund based on the price you paid. If you return part of a bundle, the refund is a fair share of the bundle price.

AGENT ORDERS

Cancelled, returned and refunded orders do not count towards the 50-order monthly target and do not earn commission. If an order is refunded after its commission has been paid, we will deduct that commission from your next payout.

CONTACT US

NIRO ENTERPRISE

SSM Reg. No: 202303038429 (003467784-P)

WhatsApp: +60196160798

Hours: Monday to Friday, 10am to 6pm, excluding public holidays

CHANGES TO THIS POLICY

We may update this policy from time to time, including when CHIP goes live. The date at the top shows when it was last changed. Orders follow the policy in place on the date you paid.