Terms and Conditions
Welcome to the official online platform of Bionex Global Sdn Bhd (“Bionex”, “we”, “us” or “our”). By accessing our website, creating an order or purchasing a product, you agree to these Terms and Conditions and the policies referenced on this page.
1. Scope and eligibility
These terms apply to retail purchases made directly through Bionex's official online checkout. You must have legal capacity to enter into a binding transaction and must provide accurate, complete and current information when placing an order.
2. Products and information
We take reasonable care to present product descriptions, packaging, images, prices and availability accurately. Product packaging, colour and minor presentation details may vary without changing the essential product. Information on this website is for general wellness and product-information purposes only and is not medical advice, diagnosis or treatment.
Always read the product label and directions before use. If you are pregnant, nursing, taking medication, have allergies or have a medical condition, seek advice from a qualified healthcare professional before using a supplement or wellness product.
3. Prices, currency and charges
Prices are shown in the currency stated at checkout. For international orders, your payment provider or card issuer may convert the transaction into your local currency and may impose its own conversion or bank charges. Product prices exclude shipping, customs duties, import taxes and other destination charges unless expressly stated otherwise.
If a material pricing or system error is identified before fulfilment, we may contact you to confirm the corrected amount or cancel the affected order and issue a refund.
4. Orders and acceptance
Submitting an order is an offer to purchase. An automated acknowledgement does not necessarily mean that the order has been accepted. Acceptance occurs when payment is confirmed and Bionex confirms or begins fulfilment. We may refuse or cancel an order for legitimate reasons including unavailable stock, failed payment, suspected fraud, inaccurate information, an obvious pricing error, legal restrictions or an undeliverable destination.
5. Payment
Payments are processed through approved third-party payment providers. Bionex does not request customers to transmit complete card details by email, messaging applications or ordinary website forms. Your payment may also be subject to the payment provider's terms, security checks and privacy practices.
6. Delivery, returns and cancellation
Every purchase is also governed by our Shipping and Delivery Policy, Return and Refund Policy, and Cancellation Policy below. Those policies form part of these Terms and Conditions.
7. Website use and intellectual property
The Bionex name, logos, product names, packaging, text, graphics and other website material are owned by or licensed to Bionex. They may not be copied, modified, distributed, commercially exploited or used in a misleading manner without prior written permission. You must not misuse the website, interfere with its operation, attempt unauthorised access or submit fraudulent information.
8. Liability and statutory rights
To the maximum extent permitted by law, Bionex is not responsible for indirect or consequential loss arising from website interruption, third-party services, improper product use, customs delay or circumstances beyond our reasonable control. Nothing in these terms excludes, restricts or modifies any guarantee, remedy or consumer right that cannot lawfully be excluded under applicable Malaysian law.
9. Governing law and updates
These terms are governed by the laws of Malaysia. Any dispute will be subject to the jurisdiction of the Malaysian courts, without limiting any mandatory rights available to a consumer in their place of residence. We may update these terms when our operations or legal obligations change. The version published at the time of your order will generally apply to that order.
Privacy Policy
Bionex respects your privacy and processes personal data in connection with commercial transactions in accordance with applicable Malaysian data-protection requirements, including the Personal Data Protection Act 2010 and its applicable amendments.
1. Personal data we may collect
- Identity and contact details, including your name, email address and telephone number.
- Delivery and billing information, including your address, country, postcode and recipient details.
- Order, product, payment-status, refund and customer-support records.
- Technical information such as IP address, browser type, device data, access logs and cookies.
- Any information you voluntarily provide through enquiries, complaints, reviews or other communications.
Payment-card information is handled by the approved payment provider. Bionex generally receives transaction status and reference information rather than complete card details.
2. How we use personal data
- To process payment, confirm orders, arrange fulfilment and deliver products.
- To communicate about orders, shipping, returns, refunds, support and service updates.
- To verify transactions, prevent fraud and maintain the security of our systems.
- To comply with accounting, tax, regulatory, legal and dispute-resolution obligations.
- To improve our products, website, customer service and operational performance.
- To send marketing communications where you have consented or where otherwise permitted by law. You may opt out at any time.
3. Disclosure to service providers
We may disclose relevant personal data to payment providers, banks, couriers, warehouses, technology and hosting providers, professional advisers, insurers, auditors and regulatory or law-enforcement authorities. These parties receive only the information reasonably required for their function and are expected to protect it appropriately.
4. International processing
Where an order involves an overseas customer, courier, stockist, service provider or technology system, personal data may be processed outside Malaysia. We will take reasonable steps to ensure that such processing has an appropriate legal basis and protection consistent with applicable requirements.
5. Cookies and website data
Our website may use essential cookies and similar technologies to operate checkout functions, maintain security, remember preferences and understand website performance. You may manage non-essential cookies through the available consent settings or your browser, although disabling essential cookies may affect website functionality.
6. Security and retention
We use reasonable administrative, technical and organisational safeguards to protect personal data from unauthorised access, alteration, disclosure, loss or misuse. No internet transmission is completely risk-free. We retain personal data only for as long as reasonably necessary for the stated purposes, contractual needs and applicable legal, accounting or regulatory requirements, after which it will be securely deleted or anonymised where appropriate.
7. Your choices and rights
Subject to applicable law and permitted exceptions, you may ask whether we process your personal data, request access or correction, withdraw consent, object to direct marketing, or raise a privacy concern. Withdrawing consent may affect services that require the relevant information, such as fulfilment of an order.
8. Children's data and policy updates
Our checkout is not intended for children to purchase products independently. A parent or legal guardian should make purchases for a minor. We may update this policy when our data practices or legal obligations change and will publish the revised date on this page.
Shipping and Delivery Policy
This policy applies to product orders accepted through Bionex's official online checkout. Available destinations and delivery methods may vary according to product availability, courier coverage, import restrictions and local requirements.
1. Order processing
Orders are processed after successful payment and stock confirmation. Orders placed on weekends or Malaysian public holidays are normally processed on the next business day. Processing may take longer during launches, promotions, high-volume periods, stock checks or circumstances beyond our reasonable control.
2. Estimated delivery times
- Malaysia: approximately 3–7 business days after dispatch.
- International destinations: approximately 7–21 business days after dispatch.
These are estimates, not guaranteed delivery dates. Customs inspection, import approval, remote-area delivery, courier disruption, weather, public holidays and incorrect address information may cause delay.
3. Shipping fees
Shipping fees are calculated at the final checkout or payment stage based on destination, parcel weight, selected courier and any available service level. The amount will be shown before payment whenever the checkout supports an immediate calculation.
4. Customs duties, taxes and import requirements
International customers are responsible for checking whether the products may lawfully be imported into the destination country. Unless expressly stated otherwise at checkout, the recipient is responsible for customs duties, import taxes, clearance fees, permits and other local charges. A delay or refusal by customs does not automatically make Bionex responsible for those charges or for events beyond our control.
5. Address accuracy and delivery attempts
You are responsible for providing a complete and accurate delivery address, postcode, country and contact number. Contact us promptly if a correction is needed. We cannot guarantee changes after fulfilment has started. Additional courier or reshipping costs caused by an incorrect address, refusal, failed delivery or unclaimed parcel may be charged to the customer where legally permitted.
6. Tracking, receipt and damaged parcels
Tracking information will be provided where supported by the courier. Please inspect the parcel promptly after delivery. If the parcel or product is incorrect, damaged or defective, retain all packaging and contact Bionex as soon as possible in accordance with the Return and Refund Policy.
7. Risk and unresolved delivery
Responsibility for the parcel passes in accordance with applicable law and the delivery terms disclosed at checkout. If tracking shows an unusual delay or non-delivery, contact us so that we can raise an enquiry with the courier. Courier investigations and cross-border claims may take time to complete.
Return and Refund Policy
Because Bionex sells food supplements, beverages and personal-care products, returns are limited for hygiene, safety and product-integrity reasons. This policy does not limit any remedy that cannot lawfully be excluded under applicable consumer law.
1. Eligible return or refund reasons
You may request review when:
- the product delivered is different from the product ordered;
- the product or parcel arrives damaged;
- the product has a verified manufacturing defect; or
- an item paid for is missing from the delivered order.
2. Notification period
Contact Bionex within 7 calendar days after receiving the parcel. Provide your order number, the affected product, a clear description of the issue and supporting photographs or video of the product, batch information, parcel and shipping label. Keep the product and all original packaging until the review is complete.
3. Non-returnable situations
Except where required by law, we do not accept returns or refunds for:
- change of mind, dislike of taste, personal preference or results that vary between individuals;
- opened, used, consumed, altered or improperly stored products;
- damage caused after delivery by misuse, neglect or failure to follow storage and usage instructions;
- products purchased from an unauthorised seller or another business; or
- requests submitted without reasonable proof of purchase or after the notification period, unless applicable law requires otherwise.
4. Review and return authorisation
Do not send a product back before receiving return instructions. Bionex may request further information and may inspect the returned product. Approval is based on the evidence, product condition, batch review and applicable law. Where Bionex confirms that an incorrect, damaged or defective product was supplied, Bionex will arrange an appropriate remedy, which may include replacement, store credit or refund.
5. Return shipping
For an approved claim caused by Bionex's fulfilment error or a confirmed product defect, reasonable return-shipping arrangements will be communicated by Bionex. Unauthorised delivery methods, premium courier charges or parcels sent without approval may not be reimbursed.
6. Refund method and timing
Approved refunds are issued to the original payment method unless another method is required or agreed. Bionex will normally initiate the refund within 14 business days after approval or receipt of the required returned item. Banks and payment providers may require additional time to post the funds. Original shipping, customs and transaction charges are refundable only where required by law or expressly approved.
Cancellation Policy
We understand that an order may occasionally need to be cancelled. A cancellation request must be made promptly and is subject to the fulfilment status of the order.
1. Customer cancellation
You may request cancellation before the order enters processing, packing, fulfilment or shipment. Contact Bionex immediately with your order number and the email address or telephone number used for the purchase. Sending a request does not guarantee cancellation; Bionex will confirm whether the request was accepted.
2. Orders already being fulfilled or shipped
Once processing, packing, fulfilment or shipment has begun, the order may no longer be cancelled. After delivery, only an eligible claim under the Return and Refund Policy may be considered. Refusing delivery does not automatically create a right to a refund, and resulting courier, return, customs or handling charges may be deducted where permitted by law.
3. Refunds for accepted cancellations
If cancellation is approved after payment, Bionex will normally initiate the refund to the original payment method within 14 business days. Any additional posting time is determined by the bank or payment provider. Only charges that are lawfully non-refundable and were already incurred may be retained.
4. Cancellation by Bionex
Bionex may cancel an order because of unavailable stock, payment failure, suspected fraud, inaccurate or incomplete information, an obvious pricing error, delivery restrictions, legal requirements or circumstances that make fulfilment impracticable. If Bionex cancels a paid order, the affected amount will be refunded to the original payment method unless a lawful alternative is agreed.
5. Changes to an order
A request to change the product, quantity, recipient or delivery address is treated similarly to a cancellation request and can only be accommodated before fulfilment begins. A price or shipping difference may need to be paid before the change is confirmed.
