Shop on Vettons

Become a Merchant

Contact Us

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 & Refund

1.1 Cancellation by Buyer

1.1.1 On “Payment Made” status, A Buyer may cancel the Order without the Merchant’s approval at any time before the status on the Platform is changed to “Pending Approval”.

1.1.2 Before the delivery of a Product, a Buyer may cancel the purchase where the status on the Platform is stated as “Shipment Accepted” with the Merchant’s approval at any time when the “Cancellation” link is available.

1.1.3 When the Merchant accepts the cancellation request, the order would be cancelled immediately. The refund would be initiated automatically by the system. If the Merchant rejects the cancellation request, the order will be processed accordingly.

1.14 Once a Product has been prepared, the Order status will be changed to “Ready to Ship”. 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 Buyer shall not use the Product and shall not damage the Product, failing which the Buyer 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 Buyer:

(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, Buyer 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 Buyer and the Merchant via the Platform.

2 - Returns And Refunds

2.1 Entitlement for Refund

2.1.1 A Buyer may request a refund of a Product within seven (7) Business Days after the Product is delivered to. the Buyer subject to Return Policy 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 defectively assembled or manufactured;

(v) is dangerous or harmful for normal use;

(vi) is damaged; and/ or

(vii) wrongly delivered

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

(i) is materially different from the description placed by the Merchant; 

(ii) has missing parts; and/or 

(iii) is missing items promised (such as free gifts).

2.1.2 A Buyer’s request for a return of a Product shall be subject to the Merchant’s approval. The Merchant is entitled to reject such request by the Buyer.

2.1.3 Pursuant to this Policy, a Buyer is entitled to only one (1) return per shipment unless stated otherwise by Vettons.

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

2.1.5 The Merchant may, subject to Vettons’ final decision, have the right to reject upfront the Buyer’s request for a refund in the following circumstances:
        
(a) the Product delivered is damaged due to causes attributable to the Buyer;

(b) the value of the Product has been significantly reduced due to the use or partial consumption by the Buyer;

(c) the original packaging of a Product is damaged;

(d) where a Buyer’s complaints 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 Buyer shall not be entitled for a refund.

2.1.6 If a Buyer 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 Buyer changes their mind, the Buyer’s request for refund shall be subject to the Merchant’s approval. If the Merchant approves such request for a 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 Buyer, which may be directly offset against the refund of the amount due to the Buyer.

2.1.7 Eligibility of Product Return.

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

Category
Return Policy

Electronics

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

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

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

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

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

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

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

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

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

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

Groceries

● returns are not accepted except for damaged products / defects for non-perishable products.

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) buyer 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.

2.2.2 Pursuant to clause 2.2, any Buyer is entitled to return its non-returnable Products to the Merchant when the Buyer receives an incorrect Product from the Merchant subject to Vettons approval.

3 - Process for Returns And Refunds

3.1 Standard Process

3.1.1 The standard process for refund of the Products shall be as follows:

(a) The Buyer 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 three (3) Calendar Days from the date of the notification;

(d) The Buyer shall initiate the return of the Product to the Merchant within three (3) Calendar Days from 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; and

(g) If the refund is approved, Vettons will refund the purchase price to the Buyer.

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 > Active” screen in the Platform. The Buyer must submit all evidence to support the request through the Buyer’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 Buyer does not wish to provide any evidence, or where the Buyer provides insufficient evidence to support the request, as may be reasonably requested by the Merchant.

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

(a) for a Product that has been successfully delivered: within seven (7) Calendar Days from the Order’s successful delivery date;

(b) for a Product that has not been delivered: within fourteen (14) Calendar 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 timeframe 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.

4 - Approval / Rejection Of Request By Merchant

4.1 Approval / Rejection Of Request By Merchant

4.1.1 Upon receipt of a Buyer’s request for refund, the Merchant shall, within three (3) Calendar Days, accept or reject the request. If no response is received from the Merchant within the specified period, Vettons shall auto-accept the return request.

4.1.2 Where the Merchant rejects the request, the Merchant must provide Vettons its reasons for rejecting the request.

4.1.3 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.

4.1.4 In the event that the Buyer’s request to return a product is rejected by the Merchant, the Buyer has the right to raise a dispute via the Platform within seventy-two (72) hours. Any dispute raised after this time frame shall not be entertained.

4.1.5 The final decision regarding the acceptance of the Return request is subject to Vettons’ decision.

4.2 Return of a Product By Consumer to Merchant

4.2.1 Upon the Merchant’s preliminary acceptance of a request for refund, the Buyer shall be notified via the Platform or by e-mail and will need to respond to the request within three (3) Calendar Days by clicking the ‘Ready To Ship’ button from the date the Merchant accepted the return request.

4.2.2 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 Buyer to return the Product to the Merchant for the refund.

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

4.2.4 If the returned Product is not successfully delivered to the Merchant due to reasons such as an incomplete/incorrect address of the Merchant, loss of contact, or an unsuccessful pick-up by the Courier Service Company, Vettons has the right to request for the Merchant to pick up the returned Product from the Buyer.

4.2.5 Where a courier service company picks up a Product from a Buyer 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.

4.2.6 If the Buyer fails to return the Product, the Merchant and/or Vettons shall have no legal obligation to continue processing the Buyer’s request for refund.

4.2.7 Where the Buyer is unreachable for more than fourteen (14). Business Days from the date the Buyer submitted the request, the Buyer shall be deemed to have withdrawn the request for refund. Vettons may then release any deferred Settlement Amount to the Merchant.

4.3 Review of Returned Product

4.3.1 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.

4.3.2 If the free gift included with the Product is not returned by the Buyer, the Merchant may delay the decision on the refund, provided that Vettons shall update the Buyer 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 Buyer’s claim if the timeline proposed by the Merchant is, in Vettons’ view, unreasonable.

4.3.3 If the free gift is not attached to the returned Product, the Buyer shall bear the shipping fee to resend the Product to the Merchant before Vettons could process the refund.

4.4 Final Decision on Refund

4.4.1 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.

4.4.2 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.

4.4.3 If the return is rejected, Vettons will investigate and make a decision. The arrangement for the return will proceed [Product return to the Merchant for investigation followed by Product return to Buyer after investigation completed, at Buyer’s cost]

4.5 Automatic Acceptance for Non-response by the Merchant

4.5.1 If the Merchant does not respond to the Buyer’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 Buyer 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.

4.6 Method of Refund

4.6.1 The payment of refunds (“Refund Amount”) under this Policy shall depend on how the Buyer 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) Original payment method, and E-wallet -If the case is resolved within fourteen (14) Calendar Days, Refund Amount shall be transferred into the bank account within fourteen (14) Calendar Days stated by the Buyer according to the original payment.

4.6.2 Any payments made by credit card shall be refunded via online banking after any items from the credit card transaction is returned.

4.6.3 The Buyer will need to provide accurate and truthful information in refund details within fourteen (14) Calendar Days for Vettons to process the refund. Failure to provide all accurate and truthful information within the prescribed time shall result in forfeiture of payment.

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

4.7 Partial Refund

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

4.8 Recall of Products

4.8.1 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 Buyer, with all costs for the repair, recall and/or refund borne by the Merchant.