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Return Policy

Thank you for choosing Vettons. Please read these Terms, our Privacy Policy and any other terms referenced in this document carefully.

CANCELLATION, RETURN AND REFUNDS POLICY

(to be read together with the Terms of Use and the Merchant Agreement)

1 - Cancellation

1.1 Cancellation by Consumer

1.1.1 Before an order is accepted, a Consumer may cancel the order without the Merchant’s approval at any time before the status on the Platform is stated as order “Paid”.

1.1.2 Before delivery of a product, a Consumer may cancel the purchase, with the Merchant’s approval at any time when the “Cancellation” link is available.

1.1.3 Once a product has been shipped out, the order status will be changed to “In Route”. The order CANNOT be cancelled at this point, and any cancellation will need to be made via the return process as set out in Clause 2 of this Policy. In this event, the Consumer shall not use the product and shall not damage the product, failing which the Consumer shall bear the costs for any consumption of, wear and tear or damage caused to the product.

1.2 - Cancellation by Merchant

1.2.1 A Merchant may cancel an order before it is shipped out in the following events:
(a)inadequate stock to fulfil the order;
(b)unreasonable delay in sourcing of the product; or
(c)the product was wrongly priced.

1.2.2 In such instances, the Consumer:(a)will be notified of the Merchant’s cancellation via the Platform; and(b)will be entitled to a full refund of the payment made in relation to the cancelled order.

1.2.3 If a Merchant cancels repeatedly without justification, the Merchant may not be able to comply with the Merchant Service Levels as required by Vettons. In this regard, Vettons reserves the right to impose penalties on such Merchant as stated under the Merchant Agreement.

1.3 Cancellation by Vettons

1.3.1 Vettons reserves the right to cancel any order if it is necessary to:
(a)ensure compliance with the law; or
(b) protect the interests of Vettons, Merchant, Consumer and/or relevant third party; or for any reasons as Vettons deems fit.

1.3.2 If Vettons cancels an order, Vettons will inform both the Consumer and the Merchant via the Platform.

2 - Returns And Refunds

2.1 Entitlement for Refund

2.1.1 A Consumer may request a refund of a product in the following situations:

(a)Product is defective. A product is deemed defective if the product:

i.is unfit for its intended use;
ii.not fit to be consumed;
iii.has a defective design;
iv.is dangerous or harmful for normal use.
v.is unfit for its intended use;

(b)Product does not comply with description. A product does not correspond with the description if the product:

i.has missing parts; and/or
ii.not fit to be consumed;
iii.is missing items promised (such as free gifts).

2.1.2 A Consumer’s request for refund of a product shall be subject to the Merchant’s approval. The Merchant is entitled to reject such request(s) by the Consumer.

2.1.3 If the Merchant rejects the Consumer’s request, Vettons will assign a customer service representative to investigate the matter and determine if the refund should be made by the Merchant.

2.1.4 The Merchant may, subject to Vettons’ final decision, have the right to reject up front the Consumer’s request for refund in the following circumstances:

(a)the product delivered is damaged due to causes attributable to the Consumer;
(b)the value of the product has been significantly reduced due to the use or partial consumption by the Consumer;(c)the original packaging of a product is damaged;
(d)where a Consumer complains of compatibility issues for a product sold by a Merchant, where such issues have been clearly and adequately listed and described in the product page by the Merchant; and/or
(e)any other circumstance where Vettons has investigated and decided that the Consumer shall not be entitled for refund.

2.1.5 If a Consumer requests for a refund of a Product without the existence of any of the circumstances described in Clause 2.1.1, for example where the Consumer changes their mind, the Consumer’s request for refund shall be subject to the Merchant’s approval. If the Merchant approves such request for refund (whether a full refund or a partial refund), any costs incurred to deliver the Product back to the Merchant shall be borne by the Consumer, which may be directly offset against the refund of the amount due to the Consumer.

2.1.6 Eligibility of Product Return.

Products which are eligible and those which are exempt for returns.

Category
Return Policy

Electronics

Product must be in new condition and returned in its original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it; 

All packaging must be unused, unmarked and not defaced in any manner;

Product must be unused or hasn’t been installed; and

All securely sealed products must not be opened, especially electronic products (unless merchant can ascertain that they were found defective at the time of opening).

Home Appliances

Product must be in new condition and returned in its original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it.

All packaging must be unused, unmarked and not defaced in any manner;

Product must be unused or hasn’t been installed; and

All securely sealed products must not be opened, especially small appliance products (unless merchant can ascertain that they were found defective at the time of opening).

Health and Beauty

Product must be in new condition and returned in its original packaging;

All packaging must be unused, unmarked and not defaced in any manner; and

All securely sealed products must not be opened (unless merchant can ascertain that they were found defective at the time of opening).

Home & Living

Product must be unused, in new condition and returned in its original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it; and

All packaging must be unused, unmarked and not defaced in any manner.

Men's Lifestyle

Clothing products must be unworn, unwashed, have the original tag attached to the clothing and returned in its original packaging.shoes must be unworn and returned in its original packaging with all accessories (shoe laces, buckles, etc).

Jewelry, watches and all other accessories must be unworn and returned in its original packaging.

Undergarments (underwear, etc) cannot be returned.

All other products not stated must be in new condition and returned in its original packaging along with all accessories.

Woman's Lifestyle

Clothing products must be unworn, unwashed, have the original tag attached to the clothing and returned in its original packaging.

Shoes must be unworn and returned in its original packaging with all accessories (shoe laces, buckles, etc).

Jewelry, watches and all other accessories must be unworn and returned in its original packaging with all accessories (boxes, manuals, warranty cards, etc.).

Undergarments (underwear, bras. panties, etc) cannot be returned.

All other products not stated must be in new condition and returned in its original packaging along with all accessories.

Babies & Kids

Clothing products must be unworn, unwashed, have the original tag attached to the clothing and returned in its original packaging.

Shoes must be unworn and returned in its original packaging with all accessories (shoe laces, buckles, etc).

Jewellery, watches and all other accessories must be unworn and returned in its original packaging with all accessories (boxes, manuals, warranty cards, etc.)

Undergarments, food, diapers, formula and breast pumps cannot be returned.

Toys must be in new condition and returned in its original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it. 

All packaging must be unused, unmarked and not defaced in any manner.

All other products not stated must be in new condition and returned in its original packaging along with all accessories.

Automotive

Product must be in new condition and returned in its original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it. 

All packaging must be unused, unmarked and not defaced in any manner.

Product must be unused or hasn’t been installed.

Lubricants, oils, and filters cannot be returned.

All securely sealed products must not be opened, especially small appliance products (unless merchant can ascertain that they were found defective at the time of opening).

Sports

Sporting products must be in new condition and returned in its original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it. 

All packaging must be unused, unmarked and not defaced in any manner.

Pet Supplies

Product must be in new condition and returned in its original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it.

All packaging must be unused, unmarked and not defaced in any manner.

Product must be unused.

All securely sealed products must not be opened (unless merchant can ascertain that they were found defective at the time of opening).

Groceries

Do not accept returns except for damaged/defect for non-perishable product.

e.g. : Dry food packaging, detergent, body wash, cooking oil

2.2 Non-returnable Products

2.2.1 Notwithstanding the above, Products falling within the following categories shall not be returned:

(a)consumer electronic items (unless unopened and the seal untampered);
(b)lingerie, underwear or other intimate apparel;
(c)swimsuits
(d)beauty products and cosmetics;
(e)fragrances;
(f)customised products;
(g)electronic vouchers for goods and services (vouchers downloadable immediately  upon payment of purchase price);
(h)pharmaceutical products; and
(i)perishable foods.

3 - Process for Returns And Refunds

3.1 Standard Process



(a) The Consumer submits request for refund of the product through the Platform;

(b) The Merchant will receive notification of such request;

(c) The Merchant must provide either a preliminary approval or rejection of the request within 3 Business Days from the date of notification;

(d) The Consumer shall initiate return the product to the Merchant within 3 Business Days of the Merchant’s approval;

(e) The Merchant shall assess and review the condition of the product returned;

(f) Based on the condition of the product returned, the Merchant shall provide either a confirmed approval or rejection of the refund of the product;

(g) where the refund is approved, Vettons will refund the purchase price to the Consumer.

3.1.2 A request shall, at the first instance, be made directly to the Merchant via the “Return Item(s)” button on the “My Orders > Delivered” screen in the Platform. The Consumer must submit all evidence to support the request through the Consumer’s Return Item(s) page section on the Platform. The processing of the request may be delayed, or unable to be completed, in the event the Consumer does not wish to provide any evidence, or where the Consumer provides insufficient evidence to support the request, as may be reasonably requested by the Merchant. 

3.1.3 A Consumer must submit the request within the following time frame:

(a) for a Product successfully delivered, within 7 Calendar Days from the Order delivered date;

(b) for a Product which has not been delivered, within 14 Business Days from the date the payment was made for the Product;

3.1.4 The Merchant and/or Vettons will not entertain any request for refund where the request is made beyond the timeframes stated above.

3.1.5 In this Policy, “Business Day” means a day other than Saturday, Sunday, or public holiday in the Federal Territory of Kuala Lumpur and on which banks are open for business.

3.2 Approval / Rejection Of Request By Merchant

3.2.1 Upon receipt of a Consumer’s request for refund, the Merchant shall, within 3 Business Days, accept or reject the request.

3.2.2 Upon receipt of a Consumer’s request for refund, the Merchant shall, within 3 Business Days, accept or reject the request.

3.2.3 Any rejection by the Merchant shall be subject to the Merchant Agreement, and Vettons may override the Merchant’s decision if it deems that the Merchant’s rejection is unreasonable.

3.3 Return of a Product By Consumer to Merchant

3.3.1 Upon the Merchant’s preliminary acceptance of request for refund, the Consumer shall be notified via the Platform or by e-mail within 3 Business Days.

3.3.2 If the request for refund is made under any of the circumstances described in Clause 2.1.1 or where the Product is returned due to delay in delivery by the Merchant, late delivery or wrong delivery by the courier service company engaged by the Merchant, the Merchant shall bear the shipping costs for return of the Product to the Merchant, unless the Merchant specifically waives the need for the Consumer to return the Product to the Merchant for the refund.

3.3.3 If the request for refund is made WITHOUT existence of any of the circumstances described in Clause 2.1.1, for example where the Consumer changes their mind, the Consumer shall bear the shipping costs for return of the Product to the Merchant, unless the Merchant specifically agrees to bear the same.

3.3.4 If the returned Product is not successfully delivered to the Merchant due to reasons such as incomplete/incorrect address of the Merchant, loss of contact or unsuccessful pick up by the Courier Service Company, Vettons may on request of the Merchant, pick up the returned Product from the Consumer. Where the Merchant remains uncontactable within 5 Business Days of the Product pick-up or return to the Merchant, Vettons shall be entitled to permanently dispose of the Product, with all costs for pick-up and disposal borne by the Merchant. 

3.3.5 Where a courier service company picks up a Product from a Consumer for return of the Product and the Product is lost or damaged during delivery, neither Vettons nor the Merchant shall be responsible to bear the costs for such loss or damaged Product. If Vettons or the Merchant would like to claim compensation from the courier service company, such claim shall be initiated by Vettons on behalf of the Merchant. Vettons expressly reserves the right to utilise all or any of the Settlement Amount to resolve any claims the Merchant may make in respect of the lost or damaged Product. 

3.3.6 If the Consumer fails to return the Product, the Merchant and/or Vettons shall have no legal obligation to continue processing the Consumer’s request for refund. Where the Consumer is unreachable for more than 14 Business Days from the date the Consumer submitted the request, the Consumer shall be deemed to have withdrawn the request for refund. Vettons may then release any deferred Settlement Amount to the Merchant.

3.4 Review of Returned Product

3.4.1 The Merchant shall inspect the returned Product to assess whether the Product is in an acceptable and saleable condition before confirming or finalizing the refund amount within three (3) Business Days. The Merchant is entitled to reject the refund of a Product that:

(a)has been consumed or is showing excessive wear and tear for the period of use;
(b)has been used in a manner not fit for its purpose;
(c)has torn or dirty packaging; and/or
(d)is no longer in working condition.

3.4.2 If the free gift included with the Product is not returned by the Consumer, the Merchant may delay the decision on the refund, provided that Vettons shall update the Consumer via the Platform on the reason for the delay and to provide an estimated timeline where the Merchant will be making the decision in relation to the request for refund. Vettons reserves the right to take any necessary action to address and resolve the Consumer’s claim if the timeline proposed by the Merchant is, in Vettons’ view, unreasonable.

3.5 Final Decision on Refund

3.5.1 The Merchant shall inspect the returned Product and either approve or reject the requested refund of the Product within two (2) Business Days from the receipt of the returned Product or any revised timeline pursuant to Clause 3.4.2.

3.5.2 If the Merchant approves refund of the Product, the Vettons shall refund the purchase price to the Consumer, which shall be carried out by deducting the purchase price from the Merchant’s deferred Settlement Amount or such other method as Vettons deems fit.

3.5.3 If the refund is rejected, Vettons will investigate and arrangement for the return will proceed [return the Product back to the Consumer, at the Merchant’s/Consumer’s cost]

3.6 Automatic Acceptance for Non-response by the Merchant

3.6.1 If the Merchant does not respond to the Consumer’s request for a refund within the time frame provided under Clause 4.2 or does not provide any decision on the request for refund within the time frame provided in Clause 4.5, Vettons may deem that the request made by the Consumer has been accepted and proceed with the refund process. In this circumstance, Vettons may:

(a) return the Product to the Merchant, at the Merchant’s cost; or
(b) cancel the Order,
as Vettons deems fit.

3.7 Method of Refund

3.7.1 The payment of refunds (“Refund Amount”) under this Policy shall depend on how the Consumer made the payment, as follows:

(a) Credit card payments -If the case is resolved within fourteen(14) Business Days from Payment Completed Date, Credit card transaction shall be cancelled and Refund Amount shall be transferred back to the credit card used for the original payment;

(b) Online banking and debit card payments, and E-wallet(Boost) - Refund Amount shall be transferred into the bank account stated by Consumer according to the original payment.

3.7.2 Consumer will need to provide accurate and truthful information in refund details for Vettons to process the refund.

3.7.3 Any change of refund details which is inconsistent with the submission through Vettons App shall not be taken into consideration.

3.8 Partial Refund

3.8.1 The Consumer may opt for a partial refund where:

(a) the Consumer purchases several Products in one Order, but the Merchant fails to deliver all the Products purchased;

(b) the Product delivered to the Consumer has missing items or parts; or

(c) the Product delivered to the Consumer is missing the free gift advertised on the Product page.

3.8.2 Refund in respect of the non-delivered Products or missing items as well as the return shipping fee incurred by the Consumer in respect of the same (if applicable) shall be deducted from the Settlement Amount.

3.9 Recall of Products

3.9.1 In the event there are any faults or defects or any safety concerns relating to the Products sold by the Merchant which Vettons deems to be serious, Vettons may in good faith require the Merchant:

(a) to recall the entire stock of Products sold to date; and

(b) to rectify and fix the defects, recall the Products and/or refund the payment made by the Consumer, with all costs for the repair, recall and/or refund borne by the Merchant.