Cancellation of Orders
Nex Pharma reserves the right to cancel any orders if the product is unavailable for any reason. Should this occur, we will notify the customer and arrange for a refund of any payments made. Refunds will be credited to the customer’s credit card or bank account, depending on the processing time required by the customer’s financial institution.
Customers are not permitted to cancel an order once the order has been processed, picked, and packed by Nex Pharma.
For orders requiring consultation with a doctor or pharmacist, Nex Pharma reserves the right to cancel and refund the order if the customer cannot be reached after five attempts over a two-working-day period. A cancellation notification will be sent to the customer via email.
Returns and/or Exchanges
Customers may request a return or exchange of products in the following cases:
- The product was delivered in a damaged or defective condition.
- The product has expired or is near its expiry (less than 6 months remaining).
- The product delivered differs from what was ordered.
Please note that returns and exchanges are not allowed for 'change of mind' reasons.
Customers must inspect the product(s) upon receipt to identify any damages or discrepancies. Should the customer meet the criteria for a return or exchange as outlined above, they must contact our customer service team via WhatsApp at +60 17-972 2669 within one (1) day of receiving the product.
Nex Pharma reserves the right to reject return or exchange requests that are not made within the specified timeframe. Upon approval of the return/exchange request, Nex Pharma will provide instructions for returning the product(s).
Conditions for Return
- The product(s) must be returned in its new, unused, and original condition, along with its original packaging, including all accessories, manuals, and warranty cards where applicable.
- For medical devices, electronic products, rehab products, and wheelchairs, all parts, cables, accessories, and documentation must be included.
Failure to comply with the return conditions above may result in a cancellation of the return or exchange request, and any costs incurred in returning the product to the customer will be borne by the customer.
Returning a product does not automatically entitle the customer to a refund or exchange. Upon receipt of the returned product, Nex Pharma will inspect the item. If the return conditions have been fulfilled, a refund or exchange will be processed. The customer will also be reimbursed for any courier charges incurred, provided a courier payment slip is furnished as proof.
Stock Availability
Replacements or exchanges are subject to stock availability. If a product is unavailable, Nex Pharma will either refund the value of the product or offer a replacement.
Incorrect Deliveries or Pricing Errors
If an incorrect product is delivered or the customer is charged an amount exceeding the displayed price at the time of ordering, Nex Pharma will arrange a refund of the difference or deliver the correct product.
Refund Processing
All refunds will be processed through the original payment method within 60 days. The time frame for receiving the refund depends on the processing times of the financial institution. Nex Pharma will not be liable for any delays in refund processing caused by the financial institution.
Failed Delivery Attempts
Our delivery partners will attempt up to three (3) deliveries. Failed deliveries may result from reasons such as:
- Unable to contact the customer.
- Inability to identify the customer at the delivery location.
- Incomplete or incorrect address.
- Address is inaccessible.
- Uncontrollable factors like natural disasters or other emergencies.
If delivery fails after the third attempt, the parcel will be returned to Nex Pharma’s fulfillment center. Customers may request redelivery, but a flat fee of RM5 will be charged for re-shipping the parcel.
Disputes on Missing Items
Customers are required to inspect the parcel upon receipt to ensure that all ordered items are delivered. In case of any missing items, the customer must notify Nex Pharma within one (1) day of receiving the parcel. The customer must provide photo evidence of the parcel and its contents.
Nex Pharma will investigate the matter and provide feedback within 1-3 working days. If the item is confirmed missing, Nex Pharma will ship the missing product to the customer promptly.
Nex Pharma reserves the right to reject any claim for missing items if the customer fails to notify us within the stipulated timeframe.
