Overview
At VIBRANT VELLUM SDN BHD, customer satisfaction is our utmost priority. We understand that there may be situations where you need to return a product, request a refund, or cancel your order. This policy outlines the terms under which returns, refunds, and cancellations are accepted to ensure clarity and confidence in your shopping experience with us.
2. Return & Refund Policy
We accept returns and provide refunds for eligible items within 30 calendar days from the date of product delivery.
2.1 Eligibility for Returns
To qualify for a return and refund, the following conditions must be met:
- The return request must be submitted within 30 days of receiving the item.
- The item must be in unused, original, and resalable condition, with all packaging, tags, accessories, and documentation intact.
- Items must not be damaged, altered, or show signs of wear and tear.
- You must provide a proof of purchase, such as an order confirmation or receipt.
We reserve the right to assess the condition of returned items before approving any refund. If the product fails to meet the return conditions stated above, the return may be rejected.
2.2 Items Not Eligible for Return
Returns will not be accepted if:
- The request is made more than 30 days after the date of delivery.
- The item has been used, damaged, or modified by the customer.
- The product is missing original parts, manuals, or packaging.
2.3 How to Initiate a Return
To request a return, please email us at vibrant-vellum@outlook.com with the subject line:
“Return Request – [Your Order Number]”
Your email should include:
- Full name and contact information
- Order number
- Reason for return
- Clear photographs of the item and original packaging (if applicable)
Our customer service team will respond within 2–3 business days with further instructions on how to proceed with the return.
2.4 Refund Processing
Once we receive and inspect the returned item(s), we will notify you of the approval or rejection of your refund.
If approved:
- The refund will be processed to your original method of payment.
- Please allow 7–14 business days for the refund to appear in your account, depending on your bank or payment processor.
3. Cancellation Policy
You may cancel your order within 12 hours of placing it, provided that the order has not yet been processed or shipped.
3.1 How to Cancel an Order
To cancel an order, send an email to vibrant-vellum@outlook.com with the subject line:
“Cancellation Request – [Your Order Number]”
Please include:
- Your full name
- Order number
- Reason for cancellation
If your cancellation request is received within the 12-hour window and the order has not been shipped, we will cancel your order and issue a full refund.
If your cancellation request is made after the 12-hour period or if the order has already been processed, the order cannot be canceled. In such cases, you may initiate a return after receiving the item, following the return policy outlined above.
4. Damaged or Incorrect Items
If you receive an item that is damaged, defective, or not as described, please notify us within 3 calendar days of delivery.
To report an issue:
- Email us at vibrant-vellum@outlook.com
- Include your order number, a description of the issue, and clear photos of the damaged or incorrect item(s)
Once verified, we will offer a resolution, which may include a replacement, store credit, or full refund, depending on the nature of the issue.
5. Contact Us
For any inquiries regarding returns, refunds, or cancellations, please contact us:
VIBRANT VELLUM SDN BHD
Email: vibrant-vellum@outlook.com
Address: I-4-1, Block I, Putra Walk, Jalan PP25, Seksyen 2, Taman Pinggiran Putra, 43300 Seri Kembangan, Selangor, Malaysia
We are committed to responding to all inquiries within 1–2 business days.
6. Changes to This Policy
We reserve the right to modify or update this Return, Refund & Cancellation Policy at any time without prior notice. Any changes will be effective upon posting on our website. Customers are encouraged to review the policy periodically for updates.