Cancellation, Return, Refund & Shipping Policy

CANCELLATION PRIOR TO SHIPMENT

If you cancel your order before it ships from our warehouse, you will not be charged any additional fees.

To request a cancellation, please contact us via:
📧 duravending3@gmail.com
📱 WhatsApp: +60 17-435 2229 / +60 16-306 3054

Once the cancellation request is received, a partial refund will be initiated (based on order status and any processing fees).

We strongly advise submitting your cancellation request within 12 hours upon order submission for a higher chance of cancellation before shipment.

RETURN POLICY

To be eligible for a return after goods have been shipped/received, please note the following:

Return Address

Dura Vending Sdn Bhd – Online Store
Contact: +60 17-435 2229 / +60 16-306 3054
Business Address: Jalan Asas Jaya, 2A, Lorong Asasjaya 21, Kawansan Industri Ringan, 14000 Bukit Mertajam, Pulau Pinang

You are responsible for the cost and risk of returning the goods to us.

Return Window

Orders are returnable within 14 working days from the day the goods are delivered to you only if they are:

• Incorrect
• Damaged
• Defective

Only items purchased directly from Dura Vending Online Store are eligible for return.
Items purchased through third-party retailers must follow that retailer’s return policy.

Goods are eligible for return if the following applies:

1. Incorrect Items

• Wrong item received
• Wrong colour
• Wrong model/size
• Missing components inside packaging

2. Damaged Items

• Items are damaged upon receipt
• Items appear tampered, refurbished, or modified

Customers are responsible for shipping charges to return goods.
Returns only apply to a complete Dura Vending product package.

Returned items must meet the following requirements:

• Returned within 14 working days (courier receipt required as proof).
• Proof of purchase is provided (invoice/receipt).
• Item must be in new condition, with original packaging, accessories, manuals, and free gifts.
• Packaging must be unused, unmarked, and not defaced.
• Items must be properly packed (preferably original box) to prevent damage during return.

❌ Not accepted:

• Change of mind
• Cancellation after payment confirmation
• Used, damaged, or altered items
• Missing parts or missing free gifts

We reserve the right to reject any cancellation or refund request deemed unreasonable or not in line with our policy.

REFUND POLICY

A partial refund will be issued once we receive and inspect the returned item(s) at our return centre.

If your returned goods fulfil all requirements, the refund will be processed according to your original payment method:

Online Bank Transfer

Refund will be transferred to your bank account within 7–14 working days.

Credit/Debit Card Payments

Refund will be issued back to your card-issuing bank.
Please contact your bank regarding the processing time for reversal.

SHIPPING POLICY

Shipping Address

We only ship to the addresses provided during checkout.
Please ensure your shipping address and phone number are accurate.

We do not deliver to P.O. Boxes.

If delivery fails due to an incorrect address, customers are responsible for re-delivery shipping fees.

Change of Shipping Address

To update your shipping address, please contact us within 12 hours:
📧 duravending3@gmail.com
📱 +60 17-435 2229 / +60 16-306 3054

If the change request is made after 24 hours, additional shipping costs may apply.

Shipping Time

Estimated delivery:

• Ready Stock: 2–5 working days
• Pre-Order Items: 7–10 working days

Delivery times are from Monday to Friday, 9:00am–5:00pm.

Tracking Number

Once your order is shipped, we will send your tracking number via email or WhatsApp and update it in your member account (if applicable).