Refund policy
Last updated: 24 July 2026
1. Scope
This policy is issued by Radlab Group Enterprise (Registration No. SA0647264-X), trading as ardion+ ("ardion+", "we", "us" or "our"). It applies to purchases made through ardion.co and any checkout or sales channel that expressly links to this policy.
This policy explains ordinary cancellations, returns, replacements and refunds. It does not limit any non-excludable right or remedy available under Malaysian consumer law.
2. Cancelling an order before fulfilment
You may request cancellation within one hour after placing an order, provided the affected item has not entered fulfilment or been dispatched. A cancellation request is not effective until we confirm it in writing.
To request cancellation, use the cancellation option in your ardion+ customer account where available, or contact us immediately at hello@ardion.co with your order number, full name and the email address or telephone number used for the order.
If fulfilment begins before we receive or approve the request, the order may no longer be cancellable under this section. The return rules below, the Prepaid Purchase Options Cancellation Policy and any mandatory legal rights will then apply.
3. Change-of-mind returns for a Single Tub
For a Single Tub purchase, we accept a change-of-mind return requested within seven calendar days after delivery only where the product is unopened, unused, in its original condition, and its seal, label and packaging remain intact.
You are responsible for the cost and risk of returning an eligible change-of-mind item. The original delivery charge is not refundable unless the order was incorrect, defective or otherwise required by law.
Scheduled tubs supplied under the 3-Month Prepaid Routine or 12-Month Prepaid Ritual are handled under the Prepaid Purchase Options Cancellation Policy and are not intended to be returned individually merely to alter the prepaid commitment.
4. Items not eligible for an ordinary change-of-mind return
We do not accept an ordinary change-of-mind return for an opened, unsealed, used, altered, damaged, contaminated or improperly stored consumable product; a free sample or promotional gift; a gift card; or an item clearly identified as final sale before purchase.
A product will not be refused merely because it is defective, materially different from what was ordered, incorrectly supplied, unsafe or otherwise covered by a mandatory consumer guarantee.
5. Damaged, defective, incorrect or missing items
Please inspect your parcel promptly. Contact us as soon as reasonably possible, preferably within seven calendar days after delivery, if an item is damaged, leaking, tampered with, defective, materially different from the description, incorrect, incomplete or missing.
Provide your order number, a clear description of the issue, photographs or video of the parcel and product where reasonably available, and the batch or lot information shown on the product. Please keep the product, seal, packaging and courier materials until we advise you otherwise.
Where the product is confirmed to be defective, materially different or incorrectly supplied, we will bear reasonable re-delivery or return costs and provide an appropriate remedy, which may include replacement, refund or another remedy required by law.
6. Product-safety concerns
If you reasonably suspect contamination, tampering, a foreign object, an allergic reaction or another safety issue, stop using the affected product, retain the product and packaging safely, and contact us immediately. Seek urgent professional assistance where the circumstances require it.
We may request information reasonably necessary to investigate, trace the batch, notify relevant parties or meet legal and safety obligations. This does not reduce your statutory rights.
7. Return authorisation and return address
Do not send a return without first contacting us and receiving written return instructions. Returns sent to an unapproved address may be delayed, rejected by the premises or lost.
Approved return address: A-3A-12, Street Mall, One South, Jalan OS, Seksyen 6, Taman Serdang Perdana, 43300 Seri Kembangan, Selangor, Malaysia.
Unless we confirm otherwise, the customer must use a trackable delivery method and retain proof of postage. We are not responsible for a change-of-mind return lost before it reaches the approved return address.
8. Inspection and remedies
After receiving a return, we may inspect the item to confirm its condition and eligibility. We will tell you whether the return is approved and the remedy available.
Where a failure can legally and reasonably be remedied, we may offer repair, replacement or another appropriate remedy. Because ardion+ is a consumable product, repair will ordinarily not be relevant. Where the failure is substantial or the law gives you a choice, you may be entitled to reject the goods and choose a refund or replacement.
9. Refund timing and method
Approved refunds are issued to the original payment method unless another method is required or agreed. We aim to initiate the refund within five business days after approval or, for a returned item, after receipt and inspection. Your bank, card issuer or payment provider may require additional processing time.
Any delivery charge that was not incurred will be refunded. Delivery charges already incurred are refundable only where the return results from our error, a defect, a materially different product or another legal requirement.
10. Exchanges
We do not operate an automatic exchange programme. Where appropriate, we may arrange a replacement. A different product or purchase option should ordinarily be placed as a new order after the original matter is resolved.
11. Chargebacks and unresolved issues
Please contact us first so that we can investigate and attempt to resolve the matter. Nothing in this clause prevents you from using a lawful payment dispute, statutory complaint, consumer tribunal or other remedy.
12. Contact
Email: hello@ardion.co
Customer-service / WhatsApp: +60 11-1196 5056
Customer-service hours: Monday - Friday, 9AM - 6PM. Sunday & Saturday Closed.