Refund & Cancellation Policy

Last Updated: February 2025

1. Introduction

At Nexora (operated by MS Management & Service, Reg. No. 202403310273 (CT0143619-P)), we strive to ensure customer satisfaction with all our products and services.

This Refund & Cancellation Policy outlines the terms and conditions for requesting refunds and cancellations across our six main product categories:

Fashion Apparel
Digital E-Books
Online Courses
Professional Services
Affiliate Products
Bakery & Desserts

Please read this policy carefully before making a purchase, as different product categories have different refund and cancellation terms.

2. General Refund Policy

2.1 Standard Refund Period

For eligible products, refund requests must be submitted within 14 days of purchase or delivery (as applicable to the product category).

2.2 Refund Processing Time

Once your refund request is approved:

Refunds will be processed within 7-14 business days
Refunds will be issued to the original payment method
You will receive email confirmation once the refund is processed

2.3 Non-Refundable Fees

The following are generally non-refundable:

Shipping and delivery fees (unless the product is defective or we made an error)
Payment processing fees
Custom or personalized product fees (where applicable)

3. Fashion Apparel – Refund & Return Policy

3.1 Eligibility for Returns

You may return fashion apparel items within 14 days of delivery if:

Items are unworn, unwashed, and in original condition
All original tags and packaging are intact
Items have no signs of wear, damage, or alterations
Items were not purchased during a final sale or clearance event

3.2 Non-Returnable Fashion Items

The following items cannot be returned for hygiene and safety reasons:

Underwear and intimate apparel
Swimwear (unless unopened in original packaging)
Earrings and body jewelry
Items marked as “Final Sale” or “Non-Returnable”
Custom or personalized clothing items

3.3 Return Process

Step 1: Contact us at adansin.msmgmts@gmail.com within 14 days of delivery

Include your order number
Specify items you wish to return
Provide reason for return

Step 2: Wait for return authorization

We will review your request and provide return instructions
You will receive a Return Authorization Number (RAN)

Step 3: Ship the items back

Pack items securely in original packaging
Include the RAN in the package
Ship to the address provided (customer bears return shipping costs unless item is defective)

Step 4: Refund processing

Once we receive and inspect the returned items, we will process your refund
Refunds issued within 7-14 business days

3.4 Defective or Incorrect Items

If you receive defective or incorrect fashion items:

Contact us immediately within 7 days of delivery
We will arrange a free return and provide a full refund or replacement
You may be required to provide photos of the defective item

3.5 Exchange Policy

We accept exchanges for:

Different sizes (subject to availability)
Different colors (subject to availability)

Exchange Process:

Contact us within 14 days
Return the original item following the return process
Specify the item you’d like to exchange for
Pay any price difference if applicable

4. Digital E-Books – Refund Policy

4.1 Standard Refund Period

Digital e-books may be refunded within 14 days of purchase under the following conditions:

4.2 Eligible for Refund

You may request a refund if:

The e-book file is corrupted or unreadable
The content is significantly different from the product description
You experienced technical issues preventing access (that we cannot resolve)
You accidentally purchased the wrong item (refund within 48 hours before download)

4.3 Non-Refundable Circumstances

Refunds will NOT be granted if:

You have downloaded or accessed the e-book (unless technical issues exist)
You simply changed your mind after accessing the content
You claim the content didn’t meet subjective expectations (if content matches description)
The purchase was made more than 14 days ago

4.4 Refund Process

Step 1: Email us at adansin.msmgmts@gmail.com

Subject: “E-Book Refund Request – [Order Number]”
Explain the reason for your refund request
Provide order details

Step 2: Review and decision

We will review your request within 2-3 business days
If technical issues are claimed, we may troubleshoot first
Approved refunds processed within 7-14 business days

4.5 Important Notes

Once you download or access an e-book, it is considered “consumed” (like opening a physical book)
Due to the digital nature, we rely on customer honesty
Repeated refund requests may be denied

5. Online Courses – Refund Policy

5.1 Standard Refund Period

Online courses may be refunded within 14 days of purchase with conditions:

5.2 Eligible for Refund

You may request a refund if:

You have completed less than 25% of the course content
The course contains technical errors preventing access (that we cannot fix)
The course content is materially different from what was advertised
You purchased the wrong course by mistake (within 48 hours, before accessing content)

5.3 Non-Refundable Circumstances

Refunds will NOT be granted if:

You have completed more than 25% of the course
You request a refund after 14 days from purchase
You simply didn’t like the course after accessing substantial content
You fail to complete the course due to lack of time or effort
You obtained course materials (downloaded PDFs, resources, etc.) with intent to keep them

5.4 Refund Process

Step 1: Submit refund request

Email: adansin.msmgmts@gmail.com
Subject: “Course Refund Request – [Course Name] – [Order Number]”
Provide detailed reason for refund

Step 2: Account review

We will verify your course progress (percentage completed)
Review any reported technical issues
Decision communicated within 3-5 business days

Step 3: Refund or resolution

If approved: Refund processed within 7-14 business days
If denied: Explanation provided with alternative solutions (e.g., technical support)

5.5 Course Access After Refund

Upon refund approval:

Your access to the course will be immediately revoked
All downloaded materials must be deleted (honor system)
You cannot re-purchase at a discounted rate

5.6 Lifetime Access Guarantee

If you do not request a refund:

You retain lifetime access to the course (unless stated otherwise)
You receive all future updates and additions to the course content at no additional cost

6. Professional Services – Cancellation & Refund Policy

6.1 Cancellation Before Service Commencement

If you wish to cancel a professional service before work begins:

More than 7 days before scheduled start:

Full refund minus 10% administrative fee

3-7 days before scheduled start:

50% refund

Less than 3 days before scheduled start:

No refund (deposit forfeited)

6.2 Cancellation After Service Commencement

Once work on your project has begun:

Less than 25% completed:

Refund of remaining project value minus work completed
Minimum 30% fee applies

25-50% completed:

Refund of remaining project value minus work completed
Minimum 50% fee applies

More than 50% completed:

No refund available
Full payment required for work completed

6.3 Service Dissatisfaction

If you are dissatisfied with the service quality:

Step 1: Communicate concerns

Contact us immediately at adansin.msmgmts@gmail.com
Clearly explain the issues

Step 2: Revision opportunity

We will attempt to resolve issues through revisions or corrections
Timelines may be extended for major revisions

Step 3: Escalation (if unresolved)

If we cannot meet agreed-upon deliverables, a partial refund may be considered
Refund amount based on work completed and contractual obligations

6.4 Client-Caused Delays

If project delays are caused by client actions (failure to provide required materials, unresponsiveness, changing requirements):

No refund will be issued
Additional fees may apply for extended timelines

6.5 Service Agreement

All professional service purchases are governed by:

This Refund & Cancellation Policy
Individual service agreement or contract (if provided)
Terms & Conditions

In case of conflict, the individual service agreement takes precedence.

7. Affiliate Products – Refund Policy

7.1 Third-Party Responsibility

Affiliate products are sold and fulfilled by third-party vendors, not by Nexora.

7.2 Refund Requests for Affiliate Products

For refunds, returns, or cancellations of affiliate products:

Step 1: Contact the third-party vendor directly

Refer to the vendor’s return/refund policy
Use their customer service channels

Step 2: If you need assistance

Contact us at adansin.msmgmts@gmail.com
We can provide vendor contact information
We can help facilitate communication (but cannot process refunds directly)

7.3 Our Role

As an affiliate partner, we:

Provide information and reviews about products
Facilitate your purchase through affiliate links
Earn a commission on sales

We do NOT:

Process affiliate product payments
Handle affiliate product shipments
Process refunds for affiliate products
Control third-party vendor policies

7.4 Affiliate Product Disputes

If you have unresolved issues with an affiliate vendor:

We can report the issue to the vendor
We may discontinue promoting problematic vendors
However, we cannot guarantee refunds or resolutions

8. Bakery & Desserts – Cancellation & Refund Policy

8.1 Cancellation Policy

Due to the perishable nature of bakery items, strict cancellation deadlines apply:

Custom Cakes and Special Orders:

More than 72 hours before pickup/delivery: Full refund
48-72 hours before pickup/delivery: 50% refund
Less than 48 hours before pickup/delivery: No refund

Ready-Made Items (Cupcakes, Standard Cakes):

More than 24 hours before pickup/delivery: Full refund
Less than 24 hours before pickup/delivery: No refund

8.2 How to Cancel

Step 1: Contact us immediately

Email: adansin.msmgmts@gmail.com
Phone: [If phone number available]
Provide order number and pickup/delivery date

Step 2: Cancellation confirmation

We will confirm your cancellation and refund eligibility
Refund processed within 7-14 business days if eligible

8.3 Refund for Quality Issues

If you receive a bakery product that is:

Damaged during delivery
Incorrectly made (wrong flavor, design, etc.)
Spoiled or of poor quality

You are entitled to:

Full refund, OR
Replacement at no additional cost (if time permits)

Process:

Contact us immediately upon receipt
Provide photos of the issue
We will arrange pickup of defective product or issue refund

8.4 Non-Refundable Situations

No refunds will be issued for:

Subjective taste preferences (“I didn’t like the flavor”)
Customer error in order details (if we made it as specified)
No-show for pickup without prior cancellation
Delayed pickup causing staleness (if pickup was available on time)

8.5 Delivery Issues

If delivery is late or fails:

Our fault: Full refund or replacement
Delivery partner fault: We will work with delivery service for resolution
Customer unavailable: No refund (we will attempt redelivery at customer’s expense)

8.6 Allergen Concerns

If you have an allergic reaction due to:

Undisclosed allergens: Full refund and we will investigate
Allergens you didn’t inform us about: No refund

Important: Always inform us of allergies when ordering. We do our best but cannot guarantee a completely allergen-free environment.

9. Change of Mind Policy

9.1 General Rule

We understand that circumstances change, but due to the nature of our products:

Digital products (e-books, courses): No “change of mind” refunds after access/download Custom products (cakes, personalized items): No “change of mind” refunds after production begins Physical products (fashion apparel): Returns accepted within 14 days if unused and in original condition Services: Cancellation fees apply based on timing and work completed Affiliate products: Subject to third-party vendor policies

10. Refund Method

10.1 Payment Method

Refunds will be issued to the original payment method used for purchase:

Credit/Debit Card: 7-14 business days (depending on bank)
Online Banking/FPX: 5-10 business days
E-Wallet: 3-7 business days
Other methods: As applicable

10.2 Alternative Refund Methods

In rare cases where refund to original method is not possible:

Bank transfer (you must provide bank details)
Store credit (if mutually agreed)

11. Partial Refunds

Partial refunds may be granted in the following situations:

Item returned with missing packaging or tags (fashion)
Item showing slight signs of use but still resalable
Service partially completed
Partial product issues (e.g., some items in a set are defective)

Partial refund amount is at our discretion based on the condition and circumstances.

12. Non-Refundable Items Summary

To recap, the following are generally non-refundable:

✗ Digital products after download/access (unless technical issues) ✗ Custom or personalized items ✗ Intimate apparel and hygiene-related items ✗ Items marked “Final Sale” or “Non-Returnable” ✗ Perishable bakery items past cancellation deadline ✗ Services more than 50% completed ✗ Gift cards or vouchers ✗ Affiliate products (handled by third-party vendor)

13. How to Request a Refund

13.1 Contact Information

Email: adansin.msmgmts@gmail.com

Subject: “Refund Request – [Product Category] – [Order Number]”

13.2 Required Information

Please include:

Order number
Product name/description
Purchase date
Reason for refund
Any supporting evidence (photos, screenshots, error messages, etc.)
Preferred refund method (if applicable)

13.3 Response Time

We will acknowledge your request within 1-2 business days
Full review and decision within 3-5 business days
Refund processing (if approved): 7-14 business days

14. Dispute Resolution

If you are not satisfied with our refund decision:

Step 1: Request escalation

Email us requesting a second review
Provide additional information or evidence

Step 2: Managerial review

A senior team member will review your case
Final decision communicated within 5-7 business days

Step 3: External resolution (if still unresolved)

You may contact consumer protection agencies in Malaysia
Tribunal Tuntutan Pengguna Malaysia (Consumer Claims Tribunal)
We encourage amicable resolution before legal action

15. Fraudulent Refund Claims

We take fraudulent refund requests seriously. If we suspect abuse:

Your refund request will be denied
Your account may be suspended or terminated
Legal action may be pursued in severe cases

Examples of fraud:

Requesting refund after consuming digital content
Claiming non-delivery when tracking shows delivery
Returning different or damaged items
Repeated “change of mind” refund requests

16. Force Majeure

We are not liable for failure to fulfill orders or provide refunds due to circumstances beyond our control, including:

Natural disasters
Pandemics or health emergencies
Government restrictions or lockdowns
Severe weather affecting deliveries
Supplier or third-party failures

In such cases, we will work with you to find a reasonable solution (reschedule, store credit, etc.).

17. Policy Updates

This Refund & Cancellation Policy may be updated from time to time. Changes will be posted on this page with a revised “Last Updated” date.

Your purchase is governed by the policy in effect at the time of purchase.

18. Contact Information

For refund and cancellation inquiries, please contact:

MS Management & Service (Nexora)

Email: adansin.msmgmts@gmail.com
Address: 34 Jalan MP 10, Melaka Perdana Resort Homes, 75450 Ayer Keroh, Melaka, Malaysia
Website: adansin.com

19. Acknowledgment

By making a purchase on our website, you acknowledge that you have read, understood, and agree to this Refund & Cancellation Policy.

We appreciate your business and are committed to fair and transparent refund practices!