This policy explains when you can send something back to OPTI NOVA SDN BHD 202601030674 (1692769-M), what we need to see before we can act, and how quickly you have to tell us. We want you to get the right product in good condition, so please read this before you order.
Knowing what qualifies
What we sell is not exchangeable or refundable. Four situations override that, and only those four.
We sent you the wrong item.
What arrived is not what the website advertised — the specifications, description, features or information do not match.
What arrived was spoiled, damaged or defective when it reached you.
Your delivery took longer than the timeline our Shipping Policy sets out.
Preparing your evidence
We cannot process a return or a refund without proof. Have all three of these ready.
A clear, continuous unboxing video that shows the parcel still sealed, the shipping label, the packaging and the item you received.
A clear video of the first time you use the item, where that applies.
Any photographs, order details or other supporting documents we ask you for.
Sending us your request
There are two steps, and the first one is time-limited.
Send your request to our customer support team at opti_nova@outlook.com, and send it within 24 hours of the item arriving.
Attach the evidence listed above, because a request that comes in after the 24-hour reporting period, or that arrives without that evidence, will not be accepted.
Not sure whether your situation qualifies? Ask us before the window closes — our team is ready to help.