BNOVA WORLDWIDE SDN BHD

REFUND, RETURN & CANCELLATION POLICY

(Global Standard – E-Commerce Compliance Version)

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1. OVERVIEW

This Refund, Return & Cancellation Policy (“Policy”) governs all purchases made through the BNOVA platform.

By placing an order, you agree to this Policy.

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2. GENERAL POLICY

* All products sold are subject to inspection and quality control
* Returns and refunds are only accepted under valid conditions
* BNOVA reserves the right to approve or reject any request

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3. ELIGIBILITY FOR RETURN

A product may be eligible for return if:

* The item is defective or damaged upon delivery
* The item received is incorrect (wrong product)
* The item is missing parts or incomplete

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4. RETURN CONDITIONS

To qualify for a return:

* Request must be made within 7 days from delivery date
* Item must be:
* Unused
* In original packaging
* In original condition
* Proof required:
* Order ID
* Photos/videos of the issue

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5. NON-RETURNABLE ITEMS

The following items are NOT eligible for return:

* Opened or used products
* Consumable goods
* Personal care items
* Digital products or services
* Products purchased under promotional clearance

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6. REFUND POLICY

Refunds are only issued if:

* Return is approved by BNOVA
* Product is received and verified

Refund Method:

* Original payment method OR
* BNOVA Wallet (Company discretion)

Processing Time:

* 7 – 14 business days after approval

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7. NO REFUND CONDITIONS (IMPORTANT)

Refunds will NOT be granted for:

* Change of mind
* Failure to understand the system
* Dissatisfaction unrelated to product defects
* Reward expectation not met

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8. EXCHANGE POLICY

BNOVA may offer product exchange if:

* Item is defective
* Item is incorrect

Exchange is subject to stock availability.

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9. RETURN SHIPPING

* Customer bears return shipping cost unless:
* Product is defective
* Wrong item delivered
* BNOVA is not responsible for lost return shipments

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10. ORDER CANCELLATION

Orders may be cancelled:

BEFORE SHIPPING:

* Full refund allowed

AFTER SHIPPING:

* Cancellation not allowed
* Must follow return process

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11. REWARD UNIT (RU) POLICY

Important:

* Reward Units (RU) allocated from a purchase:
* May be reversed if refund is approved
* Will be adjusted accordingly in the system

BNOVA reserves the right to:

* Deduct rewards
* Recalculate user benefits

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12. ABUSE & FRAUD POLICY

BNOVA strictly prohibits:

* False refund claims
* Abuse of return system
* Repeated suspicious refund behavior

Violation may result in:

* Account suspension
* Refund rejection
* Permanent ban

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13. LIABILITY DISCLAIMER

BNOVA is not liable for:

* Improper product usage
* Customer negligence
* External damage after delivery

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14. GLOBAL COMPLIANCE

This Policy is designed to comply with:

* E-commerce consumer protection standards
* International trade practices

However, local consumer laws may apply depending on jurisdiction.

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15. CONTACT FOR RETURNS

All return/refund requests must be submitted via:

* Official BNOVA platform
* Customer support channel

Incomplete requests will not be processed.

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16. FINAL STATEMENT

BNOVA reserves the right to:

* Modify this Policy at any time
* Make final decisions on all return and refund cases

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✔️ USER AGREEMENT

“I understand and agree to BNOVA’s Refund, Return & Cancellation Policy, including all conditions, limitations, and processing requirements.”