1. GENERAL OVERVIEW
Pursuant to Malaysian Consumer Protection Laws, Nano X Sdn. Bhd. is committed to providing a transparent, fair, and seamless e-commerce experience. Because our products consist of active skincare formulations, strict hygiene, safety, and quality control regulations apply to all returns, exchanges, and refunds.
2. ELIGIBILITY CRITERIA FOR STANDARD RETURNS (CHANGE OF MIND)
To qualify for a standard “change-of-mind” return and refund, your item must fulfill all of the following conditions:
- The return request must be initiated within seven (7) calendar days from the date the tracking status shows the item was successfully delivered.
- The product must remain completely unopened, unused, unwashed, and in its original physical condition.
- The original commercial safety seals, shrink-wrap, labels, and outer packaging must be entirely intact and undamaged.
- The item must be accompanied by the original tax invoice, proof of purchase, and any promotional gifts or samples that arrived with the order.
Definition: “Change of mind” means you no longer want the product for non-defect-related reasons (e.g., you decided you don’t like the scent, texture, or ingredient list after delivery, despite the product arriving in perfect, merchantable condition).
Strict Exclusions: Any skincare product that has been unsealed, opened, sampled, or partially used is completely ineligible for return or refund due to immediate risk of contamination and public health safety protocols.
3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
In the event that your parcel suffers physical damage during transit via our logistics partners, is manufacturing-defective, or contains an incorrect variant (e.g., mismatch of a LuminX product line order), please follow this expedited verification protocol:
- Notify our Customer Service team within three (3) calendar days of receiving the package.
- Provide clear photo and/or video evidence detailing the external shipping box, the internal product defect, and the shipping label.
- Once validated, we will issue a prepaid return courier label or arrange a reverse pickup.
We will immediately dispatch a replacement item or process a full refund at zero additional cost to you.
4. CANCELLATION BEFORE SHIPMENT
You may cancel an order without penalty within one (1) hour of placing it, provided the order has not yet been processed or handed over to our fulfillment partner.
To cancel, please contact our support team immediately with your order number. If the order has already been processed or shipped, the standard return process under Section 2 applies.
5. RETURN LOGISTICS & SHIPPING COSTS
For standard change-of-mind returns that strictly meet the eligibility criteria under Section 2, the customer shall bear the full cost of return shipping to our corporate fulfillment facility.
We strongly recommend utilizing a trackable, registered courier service (such as J&T Express, Pos Laju, or DHL). Nano X Sdn. Bhd. cannot be held liable for return parcels that are lost, delayed, or physically damaged in transit by third-party couriers.
6. REFUND TIMELINES & PROCESSING
Once your returned parcel is safely received at our facility, it will undergo a formal quality control assessment within 3-5 business days. We will send you an email or WhatsApp notification to confirm whether the return has been officially approved or rejected based on its physical condition.
Approved refunds will be processed immediately via the original payment channel used during checkout. Standard banking clearance windows are detailed below:
Payment Method | Processor Partners | Estimated Clearance Window |
FPX Online Banking | Billplz, Senang Pay, Fiuu | 3 to 5 business days |
E-Wallets | GrabPay, Touch ‘n Go, ShopeePay | 2 to 3 business days |
Credit/Debit Cards | Visa, Mastercard | 7 to 14 business days (dependent on issuer bank) |
7. FORCE MAJEURE
We shall not be held liable for any delay or failure to perform our obligations under these Terms if such delay or failure results from events beyond our reasonable control, including but not limited to natural disasters, pandemics, government emergency actions, industrial strikes, or widespread logistics network failures.
8. CUSTOMER SERVICE CONTACT
To initiate a return, exchange, or inquiry regarding an active refund, please reach out to our dedicated support desk:
- Official Email: info@natbeautylab.com
- Subject Line Format: “Return Request – [Order Number]”
- WhatsApp Customer Support: +6012-2858639
- Fulfillment Address: No 20, Jalan Utarid U5/15 (PS), Seksyen U5 (Panasuria), 40150 Shah Alam, Selangor, Malaysia.