Return & Refund

1. What is VV’s return policy?
   

   1. Returns can only be applicable for ordered/purchased items with manufacturing defects or for wrongly sent items.

   2. Also, all returns/refunds requests must be made within 3 days upon receiving said item with evidence. Any application for return that is made after the stated duration will not be accepted.

   3. Return items should be unused, undamaged, in a resalable condition and with its original packaging fully intact.

   4. Upon signing acceptance of the Delivery Order, VV reserves the right to reject the refund request.

   5. VV is unable to accommodate returns for any purchase out of Malaysia.

2. How do I apply for return / refund?
   

   1. Apply Return / Refund request at Order page.
      VV to provide a response within (3) working days starting from the day we received Return / Refund Request.

   2. VV will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.

   3. The approval of your request for refund and return will be made by VV in its sole discretion. Buyer acknowledges and agrees that VV’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against VV or its affiliates in relation to such decision.

   4. Contact VV eHouse’s customer service through our website or email to customer@vv-ehouse.com to further escalate if no respond received.
      

3. Eligible Reasons for Returns
   Buyer may only apply for the refund and/or return of the item in the following circumstances:
   

   1. Furniture:

      1. The item delivered to Buyer is materially different from the description in the listing of the item;

      2. The item was defective and/or damaged on delivery;

      3. The item received is incomplete (missing quantity or accessories);

      4. The item received that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;

      5. The item received has physical damage (e.g. scratches, dented);

      6. The item received is faulty (e.g. malfunction, does not work as intended);
         

   2. Clothings & Others :

      1. The item has not been received by Buyer;

      2. The item received does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;

      3. The item received has physical damage (e.g. torned, crack);

      4. The item received is faulty (e.g. malfunction, does not work as intended);

4. Condition of Returning Item
   

   1. Furniture items can be returned as long as it has not been installed and must be returned in their resalable condition and with its original packaging fully intact, together with accessories / tools included.

   2. For clothing and wearables, items must be unworn (except for trying on purposes), unwashed, with all original tags attached, and must not have signs of wear or use;

   3. Other items such as glass / porcelain must be returned in their resalable condition and with its original packaging fully intact, together with accessories / tools included.

   4. When returning the item, Buyer should ensure that the item, including any complimentary items such as accessories that comes with the item, must be returned to VV in the condition received by Buyer on delivery. We will recommend Buyer to take a photo of the item upon receipt.

5. Items can’t be return

   1. Clearance items

   2. Made-to-order or personalized items

   3. Items bundled at discounted rates (unless the entire bundle is returned)

   4. Items marked as 'Non-Returnable'

   5. Installed items (for furniture)
      
      

6. Restocking fee

   1. Any return of furniture item will be subject to a restocking fee of 20% of the price sold per line item (after discounts, if any) due to logistics and handling.

7. Return Shipping Fees

   1. The return Shipping cost will be accountable to the Buyer.

   2. Any return items shall be arranged by the buyer.

   3. Return address will be provided once return & refund request is accepted.
      

8.  Refunds

1. Evaluation within 5 working days starting from the day VV warehouse received returned items.

2. When a refund has been initiated, it takes approximately 7-14 working days via the same payment method used by the Buyer for the original purchase (“Original Payment Method”).

3. Total refundable amount as the following:

   Line item	Product Price	Discount value applied per line item	Restocking Fee applied per line item after any discount applied	Amount to be refunded if item cancelled
   Item A	RM 600	(RM 600/RM 1,000) x RM 25 = RM 15	(RM 600-RM 15) x 20% = RM 117	RM 600 - RM 15 - RM 117 = RM 468
   Item B	RM 400	(RM 400/RM 1,000) x RM 25 = RM 10	(RM 400-RM 10) x 20% = RM 78	RM 400 - RM 10 - RM 78 = RM 312

   
   

4. Refunded fees will not include initial buyer paid shipping fees.