Nivarexus is committed to providing a transparent experience for all our customers in Singapore. We understand that sometimes an order might not arrive as expected. This document outlines our procedures for returns and refunds, ensuring we follow the Consumer Protection (Fair Trading) Act (CPFTA) and the Sale of Goods Act (SGA) of Singapore.
These laws ensure that the products you receive are of satisfactory quality and match their description.
Quick Summary Table
|
Policy Detail |
Description |
|
Return Window |
30 days from the date of delivery |
|
Cost of Return |
Free (We arrange and pay for the pickup) |
|
Restocking Fee |
$0 (No hidden charges) |
|
Refund Method |
Bank Transfer (for all COD transactions) |
|
Change of Mind |
Not applicable (Please choose your items with certainty) |
|
Inspection Time |
24 hours upon receipt at our warehouse |
Handling Damaged or Incorrect Items
If you receive an ice bath tub that is damaged or does not match the item you ordered, we are here to assist. Under the Sale of Goods Act , you have a right to a solution if the product is faulty. To begin the process, please follow these steps:
- Immediate Action: Contact our team at contact@nivarexus.com within the 30-day window. Please include your order details and a brief description of the issue.
- Pickup Arrangement: Once we confirm the details, we will schedule a pickup from your address. This service is provided at no cost to you. We handle all logistics to make the process as smooth as possible.
- Inspection Process: Once the item is back with us, our team conducts a thorough review within 24 hours. We examine the condition of the tub to determine if the damage is repairable or if a replacement is necessary.
- Resolution: Our priority is to provide a replacement so you can enjoy your purchase. If the item is unavailable or the damage is beyond repair, we will proceed with a full refund of your payment.
Refund Timeline and Process
Since Nivarexus operates on a Cash on Delivery (COD) basis, we do not have access to your bank details at the time of purchase. This ensures your billing information remains private during the initial transaction.
- Bank Details Request: If a refund is approved, we will reach out to you via email to request your bank transfer information. Please ensure the details provided are accurate to avoid delays.
- Initiating the Transfer: As soon as we receive your details, we initiate the refund through a secure bank transfer.
- Processing Time: It typically takes up to 7 business days for the funds to appear in your account. This duration depends on your specific banking provider and their internal processing times.
- Full Amount: You will receive the exact amount you paid at your doorstep. We do not deduct any fees for the return shipping or the initial handling.
Important Policy Notes
To remain compliant with Google’s transparency standards and Singaporean law, we highlight the following:
- Geographic Scope: This policy applies exclusively to orders placed and delivered within Singapore.
- Change of Mind: Under local consumer guidelines, businesses are not legally required to accept returns due to a change of heart. We ask that you verify all dimensions and specifications of our ice bath tubs before finalizing your order.
- Transparency: We aim for a "humanized" approach to service. We don't use automated loops; our team manually reviews every case to ensure fairness.
- Spam Control: We only use your email to discuss your return or refund, adhering to the Spam Control Act.
Support Section
If you have any questions regarding these steps, our support team is ready to provide clarity. We believe in direct communication and honest answers.
- Official Support Email: contact@nivarexus.com
- Operational Hours: Monday through Friday
- Active Time: 9:00 AM to 6:00 PM (Singapore Time)
We are happy to help you with any queries regarding the status of your return or the progress of your refund. By following these clear steps, we ensure that your rights are protected while we maintain a sustainable and efficient business for all our users.