Returns & Refunds Policy

Thank you for shopping and partnering with VERTEX DIGITAL TRADE SDN. BHD. (www.malaysia-vertex.com).

If you are not entirely satisfied with your purchase, we are here to help.

1. Order Cancellation & Return Deadline

You are entitled to request a return or cancellation within 7 days from the date you received the goods.

To exercise your right of cancellation, you must inform us of your decision by a clear statement sent via email to lillian@malaysia-vertex.com or via our official WhatsApp contact.

2. Conditions for Returns (Physical Goods)

In order for physical goods (e.g., seasonings, diffusers, lifestyle products) to be eligible for a return, please ensure that:

- The goods were received within the last 7 days.

- The goods are unopened, unused, and in their original packaging with all seals intact.

Non-returnable & Non-refundable Items:

In compliance with health, food safety, and service regulations, the following items CANNOT be returned or refunded:

- Food & Culinary Products (e.g., Guizhou Sour Soup Base, seasonings): Any food items that have been opened, unsealed, tempered with, or damaged after delivery due to health protection and hygiene reasons.

- Customized / Personalized Goods: Products or custom seasonings made to your specific B2B formulations or requirements.

- Digital Products & SaaS Software: Turnkey software, digital licenses, or SaaS tools once setup, access, or deployment has been initiated/delivered.

We reserve the right to refuse returns of any merchandise that does not meet the above conditions at our sole discretion.

3. Returning Goods & Shipping Costs

You are responsible for the cost and risk of returning the goods to us. You should send the returned goods to our Kuala Lumpur hub:

VERTEX DIGITAL TRADE SDN. BHD.

17 Jln 2/137B, Resource Industrial Centre, Jln Klang Lama, 58200 Kuala Lumpur, Malaysia.

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we strongly recommend an insured and trackable mail service. We are unable to issue a refund without actual physical receipt of the returned goods or verifiable proof of delivery.

4. Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund. If approved, we will reimburse you no later than 14 business days using the same payment method used for the original transaction. You will not incur any processing fees for such reimbursement.

5. Contact Us

If you have any questions about our Returns and Refunds Policy or need assistance with an order, please contact us at:

Email: lillian@malaysia-vertex.com