Please read this policy carefully. By placing an order with Bio Sure Test Kit, you confirm that you have read, understood, and agreed to the terms of this Return & Refund Policy. If you do not agree, please do not place an order.
1 Our Commitment to You
At Bio Sure Test Kit, we take pride in the quality and reliability of every product we ship. We understand, however, that issues can occasionally arise during transit or due to manufacturing defects. This Return & Refund Policy sets out exactly how we handle such situations — clearly, fairly, and in line with Malaysian consumer protection standards.
Our goal is simple: to resolve genuine issues quickly and without hassle, while maintaining the hygiene and safety standards that our customers expect from a health-related product.
2 Return Window & Eligibility
All return requests must be submitted within 7 calendar days from the date of delivery. This window allows us to verify the issue promptly while ensuring that products remain within our quality-control tracking period.
Why 7 days? A 7-day window strikes a fair balance between giving you enough time to inspect your order and protecting our inventory integrity. Requests received after this period cannot be entertained.
2.1 Eligibility Requirements
- Your order number and proof of purchase must be provided.
- Clear photographic evidence of the issue is required.
- The product must be in its original packaging (unless the issue is discovered upon opening for the first time).
- The product must not have been used, unless the defect is only discoverable upon use — in which case, a detailed explanation is required.
3 What Qualifies for a Return
We accept returns under the following circumstances:
- Defective product: The test kit does not function as intended (e.g., components missing, reagents damaged, instructions illegible).
- Damaged during transit: The product arrived physically damaged due to courier mishandling.
- Wrong item shipped: You received a product different from what you ordered.
- Expired product: The product's expiration date has passed at the time of delivery.
- Tampered packaging: The seal was broken or the packaging was visibly compromised upon arrival.
Important: If you receive a product that falls under any of the above categories, please photograph the item before opening or using it. This will help us process your claim faster.
4 What Does Not Qualify for a Return
Hygiene & Safety Notice: Due to the sensitive nature of self-test kits, we cannot accept returns for opened or used products. This restriction is in place to protect the health and safety of all our customers, and it is consistent with standard practice in the health products industry.
The following situations are not eligible for a return or refund:
- Opened or used products: Once the seal is broken or the test has been performed, the product cannot be returned.
- Change of mind: Personal preference changes after the product has been delivered.
- Incorrect item ordered: You ordered the wrong product or model by mistake.
- Minor packaging wear: Cosmetic damage to the outer box that does not affect the product itself.
- Late requests: Any return request submitted after the 7-day window.
- Products without original packaging: Items returned without their original box, inserts, or documentation.
- Promotional or clearance items: Unless the item is defective or damaged.
Note: Nothing in this section limits any statutory rights you may have under the Consumer Protection Act 1999 (Act 599) of Malaysia.
5 How to Initiate a Return
To start a return, follow these simple steps:
1
Contact Our Support Team
Email us at support@biosuretestkit.com with the following details:
- Your order number
- Clear photos of the product and the issue
- A brief description of the problem
- The date you received the delivery
2
Wait for Assessment
Our team will review your request within 1 business day and will either:
- Approve the return and provide you with pickup instructions; or
- Request additional information if needed.
Please do not send any item back without our prior approval. Unauthorised returns cannot be processed.
3
Arrange Product Pickup
Once approved, we will arrange for a courier to collect the item from your address. Please ensure the product is securely packed in its original packaging.
4
Choose Your Resolution
Select whether you prefer a replacement or a refund. We will process your choice once the returned item has been received and inspected.
6 Return Shipping Costs
Who bears the cost of return shipping depends on the reason for the return:
- If the return is due to our error (defective product, wrong item, damaged in transit, or expired product): We will bear the full return shipping cost. A courier will be arranged at no charge to you.
- If the return is due to a change of mind or any reason not attributable to us: You will be responsible for the return shipping cost. We recommend using a trackable courier service.
Reference: Consumer Protection (Electronic Trade Transaction) Regulations 2024 — suppliers bear redelivery costs for goods that are materially different or defective.
7 Replacement Option
If you choose a replacement, we will ship a new unit of the same product to your original delivery address. Replacements are dispatched within 2 business days of the return being approved and received.
- No additional shipping charges apply for replacements due to our error.
- If the product is out of stock, we will contact you to discuss alternatives, including a full refund.
- You will receive tracking information once the replacement has been shipped.
8 Refund Option
If you choose a refund, the amount will be credited to your original payment method once we have received and inspected the returned item.
8.1 Refund Methods
- Credit/Debit Card: Refunds will be processed back to the card used for payment.
- FPX / Online Banking: Refunds will be made to the same bank account where possible.
- E-Wallets (Touch 'n Go, GrabPay, Boost): Refunds will be credited to the same e-wallet account.
- DuitNow QR: Refunds will be made via bank transfer.
- Cash on Delivery (COD): Refunds will be processed via bank transfer or e-wallet transfer.
Important: Refunds are issued only after the returned item has been received and inspected. This inspection ensures that the item meets the eligibility criteria set out in Section 3.
9 Processing Timelines
We aim to resolve all return and refund requests as quickly as possible. Below is a summary of the expected timelines:
| Step |
Estimated Timeframe |
Notes |
| Initial review of your return request |
Within 1 business day |
We may request additional photos or information. |
| Product pickup arrangement |
1–3 business days after approval |
Depending on your location in Malaysia. |
| Replacement dispatch |
Within 2 business days of receiving the return |
Subject to stock availability. |
| Refund processing |
5–10 business days after inspection |
Bank or e-wallet processing times may vary. |
10 Your Rights Under Malaysian Law
This policy is designed to comply with and complement your statutory rights under Malaysian law, including:
- Consumer Protection Act 1999 (Act 599): Goods must be of acceptable quality, fit for purpose, and match their description. If they do not, you are entitled to a remedy.
- Consumer Protection (Electronic Trade Transaction) Regulations 2024: Online sellers must provide clear information about returns, refunds, and dispute resolution.
If you believe your statutory rights have not been honoured, you may contact us directly or lodge a complaint with the Tribunal for Consumer Claims (TTPM) or the Ministry of Domestic Trade and Cost of Living (KPDN).
This policy does not exclude, restrict, or modify any right or remedy you may have under the Consumer Protection Act 1999 or any other applicable Malaysian law.
11 Contact Us
If you have any questions about this policy or need help with a return, please reach out to us:
