All orders are checked for defects before shipment. In an unfortunate case which you receive an unsatisfactory item, please contact us within 7 days of receipt with your order number, product code, name, address and reason for return/exchange. All other cases will only be eligible for a one-for-one exchange.
Quality and product issues are subjective and we do not promise 100% similarity of depicted items as the actual item. Please e-mail us before purchase to reassure your doubts. Generally, our illustrated items are 90% similar to the actual item.
At Velsat Online we want our customers to be completely satisfied with their purchase.
We recommend you read our Returns Policy prior to you making a purchase from our website, so you are familiar with our policy on refunds, returns and repairs and your legal rights and remedies.
We also recommend you immediately inspect any goods that we deliver to you or that you collect from one of our stores, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.
WHAT IS THE RETURNS PROCESS?
Returns must be done within seven (7) working days starting from the day the goods are delivered to you. You may return your order (or items) for any of the following reasons:
You received the wrong item in your package.
1. You have proof of purchase (order invoice number and receipt).
2. The goods must be in good condition and returned in the original, unopened packaging along with all accessories (including manuals, warranty cards) and any free products received with it.
3. The product must not have been used or installed or had any data inputted.
WHAT IF MY PURCHASE PRODUCT IS FAULTY OR DEFECTIVE?
If you found the goods to be faulty or defective, simply visit our stores or contact our Customer Service sales(at)velsat.com.my within seven (7) working days of delivery and we will determine if the product is faulty or defective and offer you one of the following options:
Replacement: The same product that you ordered will be shipped to you. Our Customer Service Team will contact you within 24 hours with the replacement product delivery time, and the process to return the Dead on Arrival product.
Service: Refund and Repairing Printer are only acceptable once from the purchase date.
Product must be deemed faulty or defective by our Customer Service within seven (7) working days of delivery in order to receive a replacement unit.
This may include inspection of the products, arranging for the products to be sent for repair, or providing you with a replacement. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
The return of a Product by a Customer does not automatically warrant for a refund. Velsat will inspect the returned Products upon receipt of the same. If the conditions in Return and Refund Policy have been fulfilled, refund will be made to the Customer.
All refunds will be made via the same mode of payment within 14 days and depending on the appointed bank refund policy in which your receipt of the refund will depend on the period of time your financial institution takes to finalize the refund. Velsat shall not be liable with respect to any loss, damage, cost or expense that you or any person may incur as a result of any delay in your financial institution processing the said refund.
Kindly have your returns shipped to the following address:
No.307, Jalan Telok Gadong KS1, Off Persiaran Raja Muda Musa, 42000 Pelabuhan Klang, Selangor.
HOW DO I TRACK MY RETURN STATUS?
You can track return status using the tracking number provided to you by our logistics partner or via our Order Tracking tool.
HOW WILL I BE REFUNDED?
If you paid using Credit Card, the refund will be made to your Credit Card
Credit Card: up to fourteen (14) working days, subjected to processing duration of the bank.
Alternatively, the Customer may bring the affected Product(s) to any Velsat stores located in Pelabuhan Klang, Selangor for refund or exchange.
The Customer shall be responsible for the risks and condition of the Product to be returned until it reaches us. Velsat will not be liable for any loss or damage to the Product prior to the Product is received by us. The Customers are advised to pack safely the Product to prevent any loss or damage to the Product or its box or its original packaging.
I HAVE FURTHER QUESTIONS, WHOM SHOULD I CONTACT?
Should you have further questions or concerns, please contact our Customer Service at sales(at)velsat.com.my. OR for an online inquiry click here.