Returns & Refunds

Return requests must be submitted within 14 calendar days from the date the order is delivered.

Requests submitted after the 14-day return period may not be accepted.

Customers must contact VACC AUTO and receive approval before returning any item. Items returned without prior approval may be rejected.

A return or refund request may be accepted only under the following circumstances:

• The item arrived damaged; or
• The item received is different from the item stated in the confirmed order.

All return and refund requests are subject to review and approval by VACC AUTO.

Returns and refunds will not be accepted for:

• Change-of-mind purchases;
• Incorrect vehicle model, year, size, colour or product variation selected by the customer;
• Items that have been installed, used, modified, cut or altered;
• Items damaged due to incorrect installation, misuse, accident or improper handling;
• Items with missing parts, accessories, packaging or complimentary gifts; or
• Items that are not in their original condition.

Customers are responsible for checking their vehicle model, manufacturing year and product compatibility before placing an order.

Customers who are unsure about product compatibility should contact VACC AUTO before completing their purchase.

To submit a return or refund request, please contact VACC AUTO within the 14-day return period and provide:

• The order number;
• The customer’s name and contact information;
• The name of the affected item;
• A clear explanation of the issue;
• Clear photographs or videos showing the item and the issue;
• Photographs of the parcel packaging and shipping label.

Additional information may be requested when necessary to assess the claim.

Customers should retain the original item, packaging, accessories and shipping label until the request has been reviewed.

After reviewing the submitted information, VACC AUTO will confirm whether the request has been approved.

For an approved claim, VACC AUTO may provide one of the following resolutions:

• A replacement of the same item;
• An exchange for the correct item;
• A partial refund, where appropriate; or
• A full refund to the original payment method.

Replacement and exchange options are subject to product availability.

If the original item is unavailable, VACC AUTO may offer a suitable alternative or issue a refund.

Return shipping costs will be determined on a case-by-case basis.

Where the claim is confirmed to be caused by an item arriving damaged or an incorrect item being sent by VACC AUTO, we may arrange the return shipment or reimburse reasonable return shipping costs.

All shipping arrangements and reimbursements must be approved by VACC AUTO before the item is returned.

Customers should not return an item using cash-on-delivery or collect-on-delivery services unless instructed by VACC AUTO.

All returned items will be inspected after they are received.

A return or refund may be rejected if:

• The returned item does not match the submitted claim;
• The item was damaged after delivery;
• The item has been installed, modified, misused or handled improperly;
• Parts, accessories, packaging or complimentary gifts are missing; or
• The return does not meet the conditions stated in this policy.

VACC AUTO will contact the customer after the inspection has been completed.

Approved refunds will be issued to the original payment method used for the order.

Refunds will be initiated within 30 days after the returned item has been received, inspected and approved.

The time required for the refunded amount to appear in the customer’s account may vary depending on the bank, card issuer or payment provider.

Original shipping charges and other order-related costs will only be refunded where confirmed by VACC AUTO as part of the approved claim.

If a parcel appears damaged when delivered, customers should take clear photographs or videos of the parcel before opening it.

Please retain the parcel packaging, shipping label, item and all included accessories until the claim has been reviewed.

Customers should contact VACC AUTO as soon as possible after discovering the damage.

Nothing in this policy is intended to exclude, restrict or limit any rights or remedies available to consumers under applicable Malaysian law.