Refund Policy

ARDIA NEXUS SDN BHD (Company Registration No.: 202201015173 (1460870-H))

This detailed Refund Policy outlines the specific conditions and processes for refunds concerning services and products provided by Ardia Nexus Sdn Bhd, in compliance with the Consumer Protection Act 1999 (CPA) of Malaysia.

1.0 General Refund Eligibility and Timeframe

• 1.1. Timeframe for Faults: A request for a refund or exchange must be initiated within ten (10) working days starting from the day the goods or final service delivery milestone were provided to the Client.
• 1.2. Consumer Guarantees (CPA): This policy is in addition to, and does not limit, your statutory rights under the CPA. You are entitled to a replacement, repair, or refund for products that exhibit a major failure or compensation for other reasonably foreseeable loss.
• 1.3. Proof of Purchase: All refund and exchange requests must be accompanied by valid proof of purchase (e.g., the official invoice, BillPlz receipt, or project acceptance documentation).

2.0 Grounds for Valid Returns/Refunds

A refund or replacement will be considered only if the product or service meets one of the following criteria:

• 2.1. Wrong Item Delivered: The Client received a product or component that does not match the specifications or description in the Project Quotation or online order.
• 2.2. Manufacturing Defect: The item has a manufacturing defect that substantially impairs its functionality, excluding items explicitly marked as clearance goods or display sets.
• 2.3. Non-Acceptable Quality: The delivered software/hardware component arrives damaged or fails to be of acceptable quality, and the failure is not deemed a major failure (allowing for repair or replacement first).

3.0 Conditions for Physical Goods (Hardware) Returns

For physical goods (e.g., hardware components, custom devices) to be eligible for return and refund, the following conditions must be strictly met:

• 3.1. Original Condition: The goods must be in new condition and returned in the original selling condition and unopened packaging, along with all original accessories (manuals, warranty cards, free gifts, etc.).
• 3.2. No Usage/Installation: The product must not have been used, installed, or had any data inputted. For items with a security seal, the seal must not be broken or tampered with.
• 3.3. Hygiene Exclusion: For hygiene reasons, products such as earphones, personal care products, and health and fitness items cannot be returned unless they are unopened and in their original sealed packaging.
• 3.4. Non-Returnable Items (Strictly): The following items are strictly non-refundable and non-exchangeable unless they are faulty or fail to meet CPA guarantees:
  • Customised/Made-to-Order Goods: Any item or software specifically customized for the Client.
  • Assembled Furniture/Components: Items that have been fully assembled.
  • Clearance/Display Goods: Items explicitly sold as such are final sale.
  • Digital Goods/Software Licenses: Once the digital license is activated or the software is successfully installed and used.

4.0 Non-Valid Reasons for Refund (Change of Mind)

Ardia Nexus will not provide a refund, exchange, or cancellation for the following reasons, as they are deemed a change of mind:

• 4.1. The Client changed their mind due to wrong selection of colour, size, model, specification, or simply because the product did not meet their expectation (unless expectation was explicitly guaranteed in writing).
• 4.2. The item was purchased for a third party who decided they did not want it.
• 4.3. The Client found the item cheaper elsewhere.
• 4.4. The Client defaulted on the payment for the item (non-payment is not grounds for a refund).

5.0 Refund Process and Timelines

• 5.1. Evaluation: Upon receiving a valid claim, Ardia Nexus will conduct an internal evaluation of the goods or service failure, which will take up to seven (7) working days. A pick-up of physical goods will be arranged if necessary.
• 5.2. Processing Mode: If the claim is approved, the refund will be processed through the same mode of payment used in the original purchase.
• 5.3. Timeline:
  • For payments originally made by Credit Card, the refund may take up to fourteen (14) working days to reflect in the account, subject to the processing duration of the issuing bank.
  • For payments originally made via FPX (BillPlz), the process is subject to BillPlz's timeline and the acquiring bank's procedures.
• 5.4. Delivery Fees: If delivery has already taken place, the refund amount will exclude any delivery or shipping charges paid, unless the return is due to an error on our part (e.g., wrong item delivered).
• 5.5. Right of Rejection: We reserve the right to reject any return, exchange, or refund request that is deemed unfit, unreasonable, fraudulent, or inconsistent with the terms herein or the CPA.

6.0 Contact Information