Refunds Policy

1. Overview

At NEXUS LABORATORIES, we strive to ensure that all orders reach our customers safely and on time. However, we understand that occasionally packages may be lost in transit. This policy outlines the steps we take to address lost items and the process for requesting a refund in such cases.

2. Eligibility for Refunds

Refunds for lost items are applicable under the following conditions:

• The item was purchased directly from NEXUS LABORATORIES.
• The shipping address provided at the time of purchase was accurate and complete.
• The item has been confirmed as lost by the courier service.

a. Non-Refundable Items

All items sold on NEXUS LABORATORIES are non-refundable, except in the case of items lost during shipping.

b. Exception for Lost Items

Refunds are only applicable under the following condition:

• The item has been confirmed as lost by the courier service.

3. Verification Process

To request a refund for a lost item, please follow these steps:

Step 1: Contact Customer Support

• Email us at admin@hivtest.com.my with your order number and details about the missing item.
• Our team will initiate an investigation with the courier service to confirm the status of the shipment.

Step 2: Courier Service Investigation

• The courier service will conduct an investigation to determine the location of the lost item. This process may take up to 7 business days.
• During this period, we may request additional information from you to assist with the investigation.

Step 3: Confirmation of Loss

• If the courier service confirms that the item is lost, we will notify you and proceed with the refund process.
• If the courier service locates the item, we will update you on the revised delivery status.

4. Refund Processing

Once the loss is confirmed by the courier service, we will process your refund:

• You will receive a confirmation email regarding the approval of your refund.
• A credit will automatically be applied to your original method of payment within 15 business days.

5. Late or Missing Refunds

If you haven’t received your refund within the expected timeframe, please:

• Check your bank account or credit card statement again.
• Contact your bank or credit card company; it may take some time before your refund is officially posted.
• If you’ve done all of this and still have not received your refund, please contact us at admin@hivtest.com.my.

6. Changes to This Refund Policy

We reserve the right to update or modify this refund policy at any time. Any changes will be posted on this page, and the effective date will be updated accordingly.

7. Contact Information

If you have any questions about our refund policy for lost items, please contact us:

• Email: admin@hivtest.com.my

Thank you for shopping with www.hivtest.com.my.

Effective Date: [27/05/2024]