Return & Refund Policy
Return and Refund
Order disputes for refund, exchange or return purposes be made to us within three (3) calendar days after order received date, and solutions to such dispute is solely at our discretion. If the order dispute is made after three (3) calendar days have passed since your order receival date, we will not entertain any disputes.
Refund or exchange will only be allowed in the event the goods, with evidence(s) provided to us:
- Mismatch with the description by which they were sold
- Are received in a damaged condition
- Are received by customer in the incorrect quantity
- Are out of stock
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Refunds or exchanges will not be provided if you simply want a different color, change of specifications, change a non-defective unit for a different model/brand, or if you simply change your mind or wrong quantity purchased.
In some circumstances, we may need to send the goods to the manufacturer for assessment to determine whether you are entitled to an exchange, refund or repair. Evaluation process may take up to 14 to 21 working days. The Company shall be under no liability in respect of any defect arising from cosmetic defects, fair wear and tear, or any willful damage, negligence, subjection to normal conditions, failure to follow the Company’s instructions (whether oral or in writing), or misuse or alteration of the goods.
To complete your return, we require a receipt or proof of purchase.
Please be reminded that only Non-Apple branded products will be entitled for return or exchange and at the sole discretion of the Company. The Company will not be obliged to accept any goods that are damaged or tampered with in any way. Goods must be in new/original condition with all tags and packaging intact, with all packaging and manuals.
We highly recommend that you retain your proof of purchase. Credit card refunds processing is subject to the Merchant bank’s processing time. When returning a product for a refund, you will be asked for your name, address, signature & banking account number under YOUR name as authorization for the refund transaction into your back account or credit card. There is strictly no cash refunds available over the counter.
In the event that the Company approves for a refund or exchange, the customer will be notified of the appropriate procedures which must strictly be complied with in order to ensure a smooth process.
Vivid Concepts reserves the right to change the terms and conditions of sale at any time.
Shipping Return
Please return your purchase to the following address:
Vivid Concepts
Lot F1.41 & F1.42, Level F, Sunway Pyramid Shopping Mall
No.3, Jalan PJS 11/15, Bandar Sunway, 46150 Selangor, Malaysia.
In your return shipment, please remark with the details below:
- Attention to: EC Team
- Order number
- Contact details
- Issue faced for order
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning high value items, you may consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item(s) if there is negligence caused by the courier you had appointed.
