At PEDAL PROVISIONS SDN. BHD., we are committed to ensuring that all products purchased through our website are received by customers in good condition and as described. This Return, Refund and Exchange Policy sets out the circumstances under which a return, refund, or exchange may be considered, as well as the requirements customers must follow when submitting a request.
By placing an order through our website, customers acknowledge and agree to the terms and conditions stated in this policy.
1. General Return, Refund and Exchange Policy
Unless otherwise stated in this policy, all items sold by PEDAL PROVISIONS SDN. BHD. are non-refundable and non-exchangeable.
Customers are responsible for reviewing the product description, specifications, features, images, size information, compatibility details, and other relevant product information before placing an order.
Returns, refunds, or exchanges will only be considered where the issue falls within one of the circumstances specifically stated below.
2. Eligible Reasons for Return, Refund or Exchange
A return, refund, or exchange may be considered if any of the following situations applies:
2.1 Wrong Item Sent
If PEDAL PROVISIONS SDN. BHD. sends an item that is different from the product ordered by the customer, the customer may contact us to request a return, refund, or exchange.
The customer must provide sufficient evidence showing the item received and the relevant order details so that we can verify the issue.
2.2 Item Does Not Match the Advertised Information
A return, refund, or exchange may be considered where the purchased item received does not reasonably match the specifications, description, features, product information, or other representations advertised on our website.
This may include significant discrepancies between the product ordered and the product received.
Minor differences in colour, appearance, packaging, or other characteristics that may occur due to lighting, photography, screen settings, manufacturing variations, or packaging changes may not qualify for a return or refund.
2.3 Item Received Spoiled, Damaged or Defective
If an item arrives spoiled, physically damaged, defective, or otherwise unusable upon delivery, the customer may submit a return, refund, or exchange request.
Customers should inspect the parcel and product as soon as possible after receiving the order. Any visible damage to the external packaging should also be documented clearly as part of the supporting evidence.
Where applicable, the company may require the customer to demonstrate the defect through a video showing the product during its first use.
2.4 Delivery Exceeds the Stated Delivery Timeline
A refund request may also be considered if the order exceeds the applicable delivery timeline stated in PEDAL PROVISIONS SDN. BHD.’s Shipping Policy.
Delivery timelines may be affected by circumstances beyond the company’s reasonable control, including courier delays, customs clearance, public holidays, severe weather, operational disruptions, incorrect delivery information provided by the customer, or other circumstances outside the company’s control.
The company may review the order and delivery status before determining whether the request qualifies for a refund.
3. Required Evidence for Refund, Return or Exchange Requests
To protect both customers and the company from misunderstandings, fraud, or disputes, customers are required to provide sufficient evidence when submitting a return, refund, or exchange request.
The following evidence may be required:
3.1 Continuous Unboxing Video
Customers must provide a clear and continuous unboxing video showing the entire process from the unopened parcel through to the item being removed from the packaging.
The video should clearly show:
- The unopened parcel before opening.
- The shipping label and tracking information.
- The condition of the outer packaging.
- The packaging materials inside the parcel.
- The item received.
- The product condition immediately after opening.
- Any visible damage, defects, missing parts, or discrepancies.
The unboxing video should be continuous and unedited so that the company can properly verify the condition of the parcel and item when received.
3.2 First-Use Video
Where applicable, customers may also be required to provide a clear video showing the first use of the product, particularly where the complaint concerns a functional defect or performance issue.
The video should clearly demonstrate the issue and, where reasonably possible, show the product being used according to the instructions or intended purpose.
3.3 Photographs and Supporting Documents
Customers may also be required to provide relevant photographs, order information, screenshots, invoices, product labels, serial numbers, shipping labels, or other supporting documents requested by PEDAL PROVISIONS SDN. BHD.
Failure to provide the requested evidence may result in the request being rejected.
4. Reporting Period
All return, refund, and exchange requests must be submitted to PEDAL PROVISIONS SDN. BHD. within 24 hours from the time the customer receives the item.
Customers should contact us at:
Email: pedalprovisions@outlook.com
The request should include the customer’s order number, a clear explanation of the issue, relevant photographs or videos, and any other information required for us to assess the claim.
Customers are strongly encouraged to inspect their order immediately upon delivery and report any issue as soon as possible.
5. Requests Submitted After 24 Hours
Any return, refund, or exchange request submitted more than 24 hours after receipt of the item will generally not be accepted.
The 24-hour reporting period is intended to allow PEDAL PROVISIONS SDN. BHD. to promptly investigate issues relating to the condition, packaging, delivery, and contents of an order.
Exceptions may only be considered at the company’s discretion where there are exceptional circumstances and sufficient supporting evidence.
6. Requests Without Required Evidence
Return, refund, and exchange requests that do not include the required evidence may be rejected.
In particular, where an unboxing video, first-use video, photographs, or other supporting documentation is reasonably required to verify the claim, the customer must provide such evidence when requested.
Submitting photographs alone may not be sufficient where the company requires a continuous unboxing video or first-use video to properly investigate the issue.
PEDAL PROVISIONS SDN. BHD. reserves the right to request additional evidence where necessary before approving or rejecting a claim.
7. Review and Verification Process
Once a return, refund, or exchange request is submitted, PEDAL PROVISIONS SDN. BHD. will review the information and supporting evidence provided by the customer.
The company may consider:
- The customer’s order details.
- The product purchased.
- The condition of the parcel upon delivery.
- The unboxing video.
- Photographs and videos provided.
- Product specifications and advertised information.
- The nature of the reported defect or discrepancy.
- Delivery and tracking information.
- Any other relevant information or evidence.
The company may contact the customer for additional information or evidence if required.
A return, refund, or exchange will only proceed after the claim has been reviewed and approved by PEDAL PROVISIONS SDN. BHD.
8. Return of Items
Where a return is approved, customers must follow the return instructions provided by PEDAL PROVISIONS SDN. BHD.
Customers must not send any item back without receiving return instructions or approval from the company.
Returned products should, where reasonably possible, be kept in their original condition and include the original packaging, accessories, components, manuals, tags, and other items supplied with the order.
The company reserves the right to reject a return if the returned item does not correspond with the approved claim or if there is insufficient evidence that the issue existed when the item was received.
9. Exchange of Items
Where an exchange is approved, PEDAL PROVISIONS SDN. BHD. may provide a replacement item depending on product availability.
If the same item is unavailable, the company may, at its discretion, offer an alternative solution, such as a refund or replacement with a comparable product.
Customers may not automatically request an exchange simply because they have changed their mind, selected the wrong product, ordered the wrong size, selected the wrong specification, or no longer require the item.
10. Refund Processing
Where a refund is approved, the refund will be processed according to the company’s applicable payment and refund procedures.
The processing time may vary depending on the original payment method, payment provider, bank, or other third-party payment processing service.
PEDAL PROVISIONS SDN. BHD. is not responsible for delays caused by banks, payment gateways, courier companies, or other third-party service providers.
Customers should allow reasonable processing time for an approved refund to appear in their account.
11. Refund Amount
Where a refund is approved, the amount refunded will be determined based on the circumstances of the approved claim.
Depending on the nature of the issue, the company may provide:
- A full refund;
- A partial refund;
- A replacement item; or
- An exchange for another available item.
The final resolution will be determined by PEDAL PROVISIONS SDN. BHD. after reviewing the claim and supporting evidence.
12. Non-Returnable and Non-Refundable Situations
Unless the company determines otherwise, returns, refunds, and exchanges will not be accepted for reasons including, but not limited to:
- Change of mind after purchase.
- No longer wanting or needing the product.
- Ordering the wrong product.
- Ordering the wrong size or specification.
- Choosing an unsuitable product where the product received matches the information advertised.
- Failure to check product specifications or compatibility before purchase.
- Normal wear and tear.
- Damage caused by improper installation, handling, storage, maintenance, or use.
- Damage caused by accidents, misuse, negligence, or modification.
- Damage caused by failure to follow product instructions.
- Requests submitted after the 24-hour reporting period.
- Requests submitted without the required supporting evidence.
- Products returned without prior approval from the company.
13. Product Compatibility
For bicycle components, tools, rider gear, accessories, storage products, and other bicycle-related products, customers are responsible for checking compatibility, dimensions, specifications, sizing, and suitability before placing an order.
A product will generally not qualify for a return, refund, or exchange merely because it is incompatible with the customer’s bicycle, equipment, setup, or intended application when the product itself matches the specifications and information advertised on our website.
Customers should contact us before purchasing if they are uncertain about product compatibility.
14. Shipping Costs for Approved Returns
Where a return or exchange is approved due to an error attributable to PEDAL PROVISIONS SDN. BHD., such as the wrong item being sent or an item arriving damaged or defective, the company may provide instructions regarding the applicable return shipping arrangements.
Customers should not arrange or pay for return shipping before receiving instructions from the company.
Where a return request is not caused by an issue covered under this policy, the company may decline to reimburse any shipping or other associated costs.
15. Fraudulent or Misleading Claims
PEDAL PROVISIONS SDN. BHD. reserves the right to reject any return, refund, or exchange request where there is reasonable evidence of fraud, misuse of the return process, alteration of evidence, intentional damage, false information, or any other misleading conduct.
The company may request additional evidence where necessary to verify the legitimacy of a claim.
16. Company’s Decision
All return, refund, and exchange requests are subject to review and approval by PEDAL PROVISIONS SDN. BHD.
The company reserves the right to determine whether a claim meets the requirements of this policy based on the information and evidence available.
If additional information is required, the customer must provide the requested information within the timeframe communicated by the company.
17. Changes to This Policy
PEDAL PROVISIONS SDN. BHD. reserves the right to update, amend, or modify this Return, Refund and Exchange Policy from time to time.
Any changes will be published on this page and will take effect from the date of publication unless otherwise stated.
Customers are encouraged to review this policy before placing an order.
18. Contact Us
If you have any questions regarding our Return, Refund and Exchange Policy, or if you need to submit a return, refund, or exchange request, please contact us using the details below:
PEDAL PROVISIONS SDN. BHD.
Website: https://pedalprovisions.online/
Email: pedalprovisions@outlook.com
Address: 2nd Floor-1640,Jalan Bukit Tambun, 14100 Simpang Ampat,Pulau Pinang, Malaysia
Please include your order number, description of the issue, photographs, videos, and any other relevant supporting evidence when contacting us regarding an order issue.