Refund and Returns Policy

Overview

1. Introduction

At SILVER VOYAGE SDN BHD, we prioritize quality, freshness, and customer satisfaction. Our Return, Refund & Cancellation Policy is designed to provide you with clarity and confidence when shopping with us. By placing an order with us, you agree to the terms outlined below.

2. Return & Refund Policy

We offer a 30-day return and refund period from the date of delivery, subject to the following terms and conditions.

2.1 Eligibility for Return

To be eligible for a return and refund:

  • You must notify us of your return request within 30 calendar days from the date of delivery.
  • The product must be unopened, unused, and in its original condition with all packaging, labels, seals, and tags intact.
  • Items must be kept frozen or stored appropriately (as per product instructions) before returning.
  • You must provide a valid proof of purchase, such as an order number or receipt.

2.2 Items Not Eligible for Return

Returns will not be accepted if:

  • The item has been opened, thawed, or consumed.
  • The product has been mishandled, stored improperly, or damaged after delivery.
  • The packaging is broken or missing essential components required for resale.
  • The return request is made after 30 calendar days from the date of delivery.

2.3 Refund Process

Once we receive and inspect the returned item:

  • You will be notified via email regarding the approval or rejection of your refund.
  • If the return is approved, a refund will be issued to your original payment method.
  • Please allow 7–14 business days for the refund to be processed, depending on your payment provider.

We strive to process all valid refunds efficiently and will keep you updated throughout the process.

3. Cancellation Policy

We understand that orders may need to be changed or cancelled. You may cancel your order within 12 hours of placing it, provided it has not yet been processed or shipped.

3.1 How to Cancel an Order

To cancel your order, please:

  • Email us at silv.voyage@outlook.com within 12 hours of placing your order.
  • Include your order number, full name, and reason for cancellation.

3.2 Orders That Cannot Be Cancelled

If more than 12 hours have passed or the order has already been processed and dispatched, we are unable to cancel it. In such cases, the item may be returned in accordance with our Return Policy, provided it remains eligible for return.

4. Damaged, Incorrect, or Defective Products

If you receive an item that is damaged, incorrect, or defective:

  • Contact us within 3 calendar days of receiving the item at silv.voyage@outlook.com.
  • Provide your order number and photographic evidence of the issue.
  • Once verified, we will arrange for a suitable resolution, which may include a replacement or a refund.

5. How to Initiate a Return

To start a return process:

  1. Contact our customer support at silv.voyage@outlook.com.
  2. Provide your order number, reason for return, and any relevant documentation or photos.
  3. Our team will respond with instructions on how to proceed with your return.

6. Contact Us

If you have any questions or concerns about your return, refund, or cancellation, please feel free to contact us:

SILVER VOYAGE SDN BHD
Email: silv.voyage@outlook.com
Address: No. 305, Jalan Melor 1/2, Bandar Amanjaya, 08000 Sungai Petani, Kedah, Malaysia