VMS return policy

The following return policies and procedures have been established for all VisionMedia2u.com orders. These policies are only applicable to products purchased directly by you from VisionMedia2u.com website or any of its retail outlets. We would like to emphasize that Vision Media Supplies Sdn Bhd (“VMS”) return policy are only limited to exchanging of products or warranty claims.

General

Unless otherwise specified in the item listing on our website, on the receipt or packing slip, or in the following terms, VMS will accept all qualified and conforming products for exchange or return within 7 days of the original purchase date.

Qualified and conforming products must fulfil the criterion listed below:

  • Products must be in the original manufacturers packaging upon return or exchange.
  • Products must not been used and in sellable conditions
  • Products must be complete with all standard certification labels originally placed and not tampered with.
  • Product serial number, or any similar identification numbers, must match the serial number on the package or invoice issued by VMS.
  • Products must be free from damage of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or indication of removed screws/fasteners or seals.
  • Products that came labelled with a security seal must have the seal intact and not tampered with.
  • Products that are specially ordered or customized for customers specific needs are not eligible for exchange of products.

Exchanges

If you have ordered the wrong product or the product you purchase is not the one you intended then you can exchange the product with any of the product offered by us within 7 days after the purchase was made.

However, for an exchange to be successful, the product intended to be exchange must be unopened and in sellable condition. A product would not be acceptable for an exchange if the item has been used or the box has been damaged, opened or any seals broken upon inspection.

A product is also not eligible for exchange if that particular product was specifically ordered for the customer and not a part of our standard ex-stocks item.

Warranty Claims

VMS does not offer any express warranties. However, many of the products available through our website are covered by Manufacturers' Warranties. To check whether a product is covered by a manufacturer's warranty, we suggest our customer to check with their respective manufacturer's website or on the packaging of the product itself. Alternatively, customers could also contact our RMA department to obtain their products detail warranties information.

Products that state "This item can be returned to the product manufacturer only" must be returned directly to the product manufacturer for repair or replacement, unless otherwise required by law. For these items, the warranty policy provided by the product manufacturer explicitly requires that any returns, repairs etc. be requested and processed directly by the consumer (or "end-user") of the item.

However, in such cases where the product manufacturer does not required the end-user to returned their faulty products directly to them, VMS would gladly help our customers claims these warranty on behalf of them.

Note: Before returning any items back to VMS for warranty claims, customer must first contact our RMA department and obtain an RMA approval.

Return Shipping Charges

For your protection, we recommend that you insure your return and use a traceable carrier that can provide you with delivery confirmation. VMS shall not be responsible for items returned that are lost or damaged in transit. Postage and handling charges, both to and from our warehouse will be paid by the customer, and are non-refundable.

Restocking Charges

All products that are return for exchange are subject to a restocking fee of 25% of the purchase price. It must be accompanied with receipt of purchase and not more than 7 days from the date of purchase, unless the product is defective or the return is a direct result of a VMS error.

Return / Exchange Procedures:

To ensure a smooth transaction for products that requires an exchange or return, we need customers to follow the steps below:

  1. Contact our RMA department and obtain a Return Merchandise Authorisation (RMA) approval via email at returns@visionmedia.com.my
  2. After obtaining the required RMA Approval, customer must send their faulty items back to the following address listed below, along with a copy of their original invoice or receipts of their purchase as well as their contact numbers.
    Return Shipping Address:48-50 JalanMashuri, Bayan Baru 11950, Bayan Lepas, Penang.
  3. Customers will be informed regarding their return status once the faulty items are received by our RMA department through email.
  4. All successful returns that have been approved will be processed, credited, or reshipped within 7-15 business days of the products arriving back to us.
  5. For items that require longer warranty claims or replacement unit our RMA team will advise customers on the expected time needed.