Refund and Returns Policy

1. Return & Refund Policy

At Star Vertical Marketing Sdn. Bhd., we are committed to ensuring your satisfaction with every purchase. If you are not completely satisfied with the product you have received, you may initiate a return or request a refund within 30 calendar days from the date of delivery.

Eligibility for Return:

To qualify for a return, the following conditions must be met:

• The product must be returned in its original condition—unused, uninstalled, unmodified, and undamaged.
• The item must be returned in its original packaging, including all accessories, manuals, and components.
• A valid proof of purchase must be provided (e.g., order number, invoice, or payment confirmation).
• The return request must be submitted to our customer support within 30 days from the date of delivery.

Return Process:

To initiate a return, please email our support team at starverticalmarketing@outlook.com with the following information:

• Full name and contact information
• Order number and purchase date
• Reason for return
• Clear photos of the item (optional but encouraged)

Once we receive your return request, we will assess your eligibility and provide instructions for returning the item. After the returned product is received and inspected, we will notify you of the approval or rejection of your refund.

Refund Processing:

If your return is approved:

• A full refund of the product amount (excluding any previously disclosed non-refundable fees) will be issued.
• Refunds will be processed to your original method of payment within 7–14 business days.

2. Cancellation Policy

We understand that sometimes orders need to be changed or cancelled. To accommodate this, Star Vertical Marketing Sdn. Bhd. offers a 12-hour cancellation window from the time of order placement.

How to Cancel an Order:

To cancel your order, please email us at starverticalmarketing@outlook.com within 12 hours of placing the order. Please include your name, order number, and reason for cancellation.

Important Notes:

• Cancellations requested after 12 hours may not be possible if the order has already been processed, packaged, or shipped.
• If the order is successfully cancelled within the allowable timeframe, a full refund will be issued to your original payment method.

3. Items Not Eligible for Return or Cancellation

For clarity and transparency, please note the following:

• We do not accept returns for products that have been used, installed, modified, or damaged due to improper handling.
• Orders that have surpassed the 30-day return window are not eligible for refund or return.
• Orders cannot be cancelled once 12 hours have passed, or once the item has entered the shipping or production stage.
• We do not process warranty-related claims under this policy.
• Return shipping costs are not covered under this policy unless the product is defective or sent in error.

4. Need Assistance?

Our customer service team is here to help. If you have any questions about your purchase, return eligibility, or need help with your order, feel free to reach out to us:

Email: starverticalmarketing@outlook.com
Address: 36A, Jalan Sagu 15, Taman Daya, 81100 Johor Bahru, Johor

We appreciate your trust in Star Vertical Marketing Sdn. Bhd. and thank you for shopping with us.