This Return, Refund and Exchange Policy applies to all purchases made through VIBRANT VELLUM SDN BHD (“Company”, “we”, “us”, or “our”) through our website at https://vibrantvellum.online/.
Our business specializes in Cables and Connectors, Earphones, Headphones, Speakers, and Accessories. We aim to ensure that all products are properly described, packed, and delivered to our customers in good condition.
By placing an order through our website, you acknowledge and agree to the terms and conditions set out in this Return, Refund and Exchange Policy.
1. General Return, Refund and Exchange Policy
All products sold by the Company are considered final sale and are not exchangeable, returnable, or refundable unless the order falls within one of the specific circumstances stated in this Policy.
Returns, refunds, or exchanges may only be considered where:
- The Company has sent the wrong item to the customer;
- The product received does not correspond with the specifications, description, features, model, quantity, or other product information advertised on our website;
- The product received is spoiled, damaged, defective, or otherwise unusable upon delivery due to an issue attributable to the Company or delivery process; or
- The order exceeds the delivery timeline stated in the Company’s Shipping Policy, subject to any applicable circumstances beyond the Company’s reasonable control.
A change of mind, incorrect product selection, incorrect model or specification selected by the customer, or failure to review the product information before placing an order will generally not qualify for a return, refund, or exchange.
2. Eligibility for Return, Refund or Exchange
To be eligible for a return, refund, or exchange, customers must comply with all requirements stated in this Policy.
The customer must notify the Company within 24 hours from the time the order is received.
The product must be kept in its original condition, including its original packaging, accessories, manuals, labels, tags, and other components, where applicable.
Customers should not dispose of, modify, repair, install, misuse, or otherwise alter a product that they believe is defective or incorrect until the Company has reviewed the claim.
The Company reserves the right to request additional information, photographs, videos, or other evidence to determine whether a return, refund, or exchange is justified.
3. Required Evidence
For any return, refund, or exchange request, the customer may be required to provide sufficient evidence demonstrating the condition of the parcel and product when received.
The required evidence may include, but is not limited to:
- A clear and continuous unboxing video showing the unopened parcel before it is opened;
- The shipping label or delivery label clearly visible in the video;
- The external packaging of the parcel;
- The condition of the packaging before opening;
- The complete process of opening the parcel;
- The item received and all items included in the package;
- A clear video showing the first use or testing of the product, where applicable;
- Clear photographs showing any visible damage, defect, incorrect item, missing component, or other relevant issue;
- Order number and purchase details;
- Screenshots or other relevant order information; and
- Any additional documents, photographs, videos, or information reasonably requested by the Company.
The unboxing video should be continuous and unedited, beginning with the unopened parcel and shipping label and continuing through the opening of the parcel and inspection of the product.
For electronic products such as cables, connectors, earphones, headphones, speakers, and accessories, a clear demonstration of the issue may be requested where necessary to verify a reported defect.
4. Unboxing Video Requirement
Customers are strongly advised to record the entire unboxing process immediately upon receiving their order.
The video should clearly show:
- The unopened parcel;
- The shipping label;
- The external packaging;
- The condition of the parcel before opening;
- The opening of the parcel;
- The product and its packaging;
- All accessories and components included with the order; and
- The condition and operation of the product, where applicable.
A video that begins only after the parcel has already been opened may not be sufficient evidence to establish whether damage, missing items, or incorrect items occurred before or after delivery.
The Company may reject a claim where the customer is unable to provide sufficient evidence to verify the reported issue.
5. Wrong Item Received
If the Company has sent an item that is different from the item ordered, the customer must notify the Company within 24 hours of receiving the order.
The customer must provide:
- A clear unboxing video;
- Photographs or video of the item received;
- Order details showing the item originally purchased; and
- Any other information requested by the Company.
After reviewing the evidence, the Company may arrange an appropriate resolution, which may include an exchange for the correct item or another suitable solution determined by the Company.
Customers should not return the item before receiving instructions from the Company.
6. Product Does Not Match Website Description
If the product received does not match the specifications, description, features, model, quantity, or other information advertised on the Company’s website, the customer may submit a claim within the required 24-hour period.
The Company will review the product listing, order details, and evidence submitted by the customer.
If the claim is verified, the Company may provide an appropriate remedy, which may include replacement, exchange, or refund, depending on the circumstances.
Minor differences that do not materially affect the product, such as packaging changes, manufacturer updates, or minor variations in appearance, may not qualify for a return, refund, or exchange.
7. Damaged or Defective Products
If an item arrives damaged or defective, the customer must notify the Company within 24 hours of receiving the item.
The customer should provide clear photographs and videos showing:
- The parcel and packaging;
- Any visible damage to the external packaging;
- The product condition;
- The affected area or defect; and
- The product being tested or used for the first time, where applicable.
The Company may request additional information or evidence before determining whether the product qualifies for a replacement, exchange, or refund.
A product that becomes damaged due to improper handling, accidental damage, misuse, unauthorized modification, improper installation, normal wear and tear, or use contrary to the manufacturer’s instructions may not qualify for a refund or exchange.
8. Delivery Delays
If an order exceeds the delivery timeline stated in the Company’s Shipping Policy, the customer may contact the Company regarding the delayed order.
The Company will review the order status and relevant delivery information.
Delivery timelines may be affected by circumstances beyond the Company’s reasonable control, including courier delays, severe weather, public holidays, operational disruptions, incorrect delivery information provided by the customer, failed delivery attempts, or other circumstances outside the Company’s control.
Where applicable, the Company will determine the appropriate resolution after reviewing the circumstances of the delayed delivery.
9. Refund Process
Where a refund has been approved, the Company will process the refund using the applicable payment method or another reasonable method determined by the Company.
The refund amount may be limited to the amount actually paid for the affected product or order, subject to the circumstances of the claim.
The Company will not process a refund merely because a customer changes their mind, orders the wrong product, selects the wrong specification, or no longer requires the product.
The processing time for a refund may vary depending on the payment provider, bank, financial institution, or payment method used for the original transaction.
Once the Company has initiated an approved refund, any additional processing time imposed by the relevant payment provider or financial institution is outside the Company’s control.
10. Exchange and Replacement
Where an exchange or replacement is approved, the Company will provide instructions regarding the return of the affected product.
Customers must not send products back without first obtaining approval and instructions from the Company.
Replacement or exchange items will be subject to product availability.
If the same product is no longer available, the Company may offer an alternative resolution, which may include a refund or another suitable replacement.
11. Return Shipping
Where a return is approved because the Company sent the wrong item, the item received was materially different from the advertised product, or the product was damaged or defective upon delivery, the Company will determine the appropriate return shipping arrangement.
Customers should wait for the Company’s instructions before arranging or paying for return shipping.
Where a return is requested for reasons that do not qualify under this Policy, the Company may decline the return request and any associated shipping costs will be the customer’s responsibility.
12. Items That Do Not Qualify
A return, refund, or exchange request may be rejected where:
- The request is submitted more than 24 hours after receipt of the item;
- The customer does not provide the required evidence;
- The customer cannot provide sufficient evidence to verify the issue;
- The product has been used improperly or negligently;
- The product has been modified, repaired, altered, or damaged after delivery;
- The product was damaged due to accidental use or mishandling by the customer;
- The customer purchased the wrong item, model, specification, size, or variation;
- The customer has changed their mind or no longer wants the product;
- The product is returned without prior approval from the Company;
- The product or packaging has been intentionally damaged or altered; or
- The claim does not meet the requirements of this Policy.
13. 24-Hour Notification Requirement
All return, refund, exchange, replacement, or product issue requests must be submitted to the Company within 24 hours from the time the customer receives the order.
Customers should contact:
Email: vibrant-vellum@outlook.com
The email should include the customer’s name, order number, description of the issue, photographs or videos of the product, and all other relevant supporting evidence.
Requests submitted after the 24-hour period may not be accepted.
Requests submitted without the required evidence may also be rejected.
The Company strongly recommends that customers inspect their orders immediately after delivery and report any issue as soon as possible.
14. Inspection and Verification
All return, refund, and exchange requests are subject to review and verification by the Company.
Submitting a request does not automatically mean that the request has been approved.
The Company may review the customer’s order information, photographs, videos, product condition, packaging, delivery records, and other relevant evidence before reaching a decision.
The Company reserves the right to request additional information where necessary.
The Company will notify the customer of the outcome after completing its review.
15. Products Returned Without Approval
Customers must not return any product without first receiving instructions from the Company.
Products returned without prior authorization may be refused, delayed, or returned to the customer.
The Company will not be responsible for products sent to an incorrect address or returned without following the Company’s return instructions.
16. Customer Responsibility
Customers are responsible for checking their order details carefully before completing a purchase, including the selected product, model, specification, quantity, and other relevant information.
Customers are also responsible for providing accurate delivery information and ensuring that the parcel can be safely received.
Upon receiving an order, customers should inspect the parcel and product promptly and record an unboxing video as recommended by this Policy.
17. Policy Changes
The Company reserves the right to update, amend, modify, or replace this Return, Refund and Exchange Policy from time to time.
Any changes will be published on the Company’s website. Customers are encouraged to review this Policy periodically to remain informed of the current terms.
The version of the Policy published on the website at the time of the relevant purchase will generally apply, subject to applicable law.
18. Contact Us
If you have any questions regarding this Return, Refund and Exchange Policy, or if you need to submit a return, refund, exchange, or product issue request, please contact us using the details below:
VIBRANT VELLUM SDN BHD
Website: https://vibrantvellum.online/
Business: Cables and Connectors, Earphones, Headphones, Speakers, and Accessories
Email: vibrant-vellum@outlook.com
By placing an order through our website, you acknowledge that you have read, understood, and agreed to this Return, Refund and Exchange Policy.