REFUND & RETURN POLICY
Last Updated: October 13, 2026
Company Name: Veloce Supply Chain Sdn. Bhd.
Website: www.velocesc.com
1. OVERVIEW
At Veloce Supply Chain Sdn. Bhd. , we take great care in packaging and preparing your F&B ingredients, tools, and equipment.
Because we carry both perishable food items and non-perishable equipment, our return and refund rules vary depending on the type of product purchased.
Customers may choose to receive orders via EasyParcel delivery or Self Pick-up at our designated warehouse/store location.
2. SELF PICK-UP POLICY
When selecting the Self Pick-up option at checkout:
Notification: Please wait for a "Ready for Pick-up" confirmation email/WhatsApp before heading to our location.
Verification: You (or your authorized runner/driver) must present the Order Confirmation number and invoice upon collection.
Inspection Upon Pick-up:
Food & Ingredients: You must inspect all items at the time of pick-up. Once the items leave our premises, we cannot accept returns or issue refunds for perishable goods due to safety and cold-chain regulations.
Tools & Equipment: Please verify that the items match your order and are free from visible physical damage before leaving.
Pick-up Location & Hours:
Address: B-G-11, Block B, No.2, Jalan PJU 1A/41B, Pusat Dagang NZX, 47301 Petaling Jaya, Selangor , Malaysia
Operating Hours: Monday – Friday: 9:00 AM – 5:00 PM
Contact Number: [Insert Phone / WhatsApp Number]
3. PERISHABLE GOODS & FOOD INGREDIENTS (DELIVERY)
Due to strict food safety, hygiene regulations, and cold-chain integrity, perishable items, chilled/frozen foods, and opened ingredients CANNOT be returned or exchanged once delivered.
Exceptions for Delivered Food & Perishables:
We will offer a replacement or refund for food items ONLY if:
The item delivered is expired or damaged upon arrival.
The wrong item was delivered.
The package was significantly damaged during transit via EasyParcel.
Reporting Window: Any issues with delivered food items or perishable ingredients must be reported to us within 24 hours of delivery (as timestamped by EasyParcel tracking).
4. TOOLS, MACHINERY & EQUIPMENT (NON-PERISHABLE)
Unopened and unused tools, utensils, or equipment in their original packaging may be eligible for a return or exchange.
Return Eligibility:
Timeframe: Return request must be initiated within [7 ] days from the delivery or pick-up date.
Condition: Items must be unused, unwashed, unassembled, and in their original packaging with all manuals, accessories, and tags intact.
Restocking Fee: Returns for buyer's remorse or ordering errors may be subject to a [10% - 15%] restocking fee.
Non-Returnable Equipment Items:
Custom-ordered or specially imported machinery.
Used tools, machinery that has been plugged in/operated, or equipment missing original packaging.
Clearance or sale items.
5. DAMAGED, DEFECTIVE, OR INCORRECT DELIVERIES (EASYPARCEL)
If your EasyParcel order arrives damaged, defective, or incorrect, please follow these steps:
Take Photos & Videos: Clear photos/videos of:
The damaged/incorrect item.
The inner packaging and outer box showing the EasyParcel shipping label/AWB clearly.
Submit a Claim: Email us at [Insert Support Email] or WhatsApp us at [Insert Phone Number] within 24 hours (perishables) or 48 hours (equipment).
Verification: Our team will review the photos and EasyParcel tracking status. Once approved, we will arrange for a replacement or issue a refund.
6. RETURN SHIPPING PROCESS
Self Pick-up Orders: Returned non-perishable equipment must be brought back to our pick-up location during operating hours with prior confirmation.
EasyParcel Delivery Orders:
Customer Choice / Ordering Error: You may send the item back to our warehouse via EasyParcel or courier at your own expense. Original delivery charges are non-refundable.
Seller Error / Damaged Transit: We will arrange and pay for an EasyParcel pick-up from your location.
7. REFUND PROCESS & TIMELINE
Inspection: Once returned items are received and inspected (within 2–3 business days), we will notify you of approval or rejection.
Refund Method: Approved refunds will be processed via your original payment method (Credit Card, FPX, or Store Credit) within 14-30 business days.
B2B Accounts: For B2B clients with active credit terms, approved refunds will be issued as a Credit Note.
8. UNCLAIMED PICK-UPS & UNDELIVERABLE SHIPMENTS
Unclaimed Self Pick-up: Orders containing perishable goods not collected within 48 hours of the scheduled date may be disposed of without a refund due to spoilage risks. Non-perishable items will be held for 14 days before restocking fees apply.
Undeliverable EasyParcel Deliveries: If an EasyParcel package is returned due to an incorrect address or failed contact, re-shipping fees will apply to resend non-perishable items. Perishable items are non-refundable.
9. CONTACT US
For any questions regarding pick-ups, shipping, or returns, please contact us:
Email: [Insert Support Email]
WhatsApp / Phone: [Insert Phone Number]
Location: B-G-11, Block B, No. 2, Jalan PJU 1A/41B, Pusat Dagang NZX, 47301 Petaling Jaya, Selangor, Malaysia.