Return & Refund Policy

This Return & Refund Policy governs all requests for returns, replacements, refunds, and related matters in connection with products purchased from CHEVIN Sdn. Bhd. (“CHEVIN”, “we”, “us”, or “our”) through our website or authorised channels. This Policy shall be read together with CHEVIN’s Terms & Conditions, Shipment Policy, and applicable consumer protection laws in Malaysia.

1. Eligibility for Return or Refund

Summary of request timeframes

Packaging / wrong item / missing item issues: submit within 7 days of delivery.
Product quality issues (manufacturing defect, spoilt, expired): submit within 30 days of delivery.
All other requests outside these timeframes may not be accepted.

1.1 A return or refund request may only be considered under the following circumstances:

The product delivered is materially damaged or broken upon delivery;
The wrong product has been delivered;
Items are missing from the order;
The product has a verified manufacturing defect; or
The product is spoilt, past its expiry date, or otherwise unfit for consumption upon delivery.

1.2 Request timeframes are as follows: (a) For delivery damage, wrong product, or missing items – the request must be submitted within seven (7) days from the date of delivery; (b) For product quality issues, including manufacturing defects, spoilt products, or products past expiry date — the request must be submitted within thirty (30) days from the date of delivery. Requests submitted outside the applicable timeframe may be rejected.

1.3 CHEVIN reserves the right to require supporting evidence before processing any request, including but not limited to clear photographs or videos of the product and packaging, proof of purchase, batch number details, and any other information reasonably necessary to assess the request.

1.4 Submission of a request does not guarantee approval of a return, replacement, or refund. All requests are subject to CHEVIN’s review and verification.

2. Non-Returnable and Non-Refundable Items

Unless required by applicable Malaysian law or expressly approved by CHEVIN in writing, the following shall not be eligible for return or refund:

Products that have been opened, used, or partially consumed;
Products with damaged, removed, or tampered seals;
Products that have been mishandled, improperly stored, or altered after delivery;
Products returned without valid proof of purchase;
Promotional items, free gifts, samples, clearance products, or items specifically designated as non-returnable; and
Requests submitted outside the applicable timeframe specified in Section 1.2.

3. Review and Approval Process

3.1 All requests are subject to review, verification, and approval by CHEVIN. CHEVIN may require the affected product to be returned for inspection before a decision is made.
3.2 Upon approval, CHEVIN may at its sole discretion offer one of the following resolutions: (a) replacement of the affected product with the same item, subject to stock availability; (b) store credit or voucher equivalent to the value of the affected item; or (c) a cash refund to the original payment method, where CHEVIN deems appropriate.
3.3 Replacement is the preferred resolution where the issue is due to a product defect or delivery error. Where a replacement is not available, CHEVIN will consider alternative resolutions as described in Clause 2.
3.4 All decisions made by CHEVIN under this Policy are final and binding, except in the case of manifest error.

4. Method of Refund

4.1 Where a resolution is approved, CHEVIN may fulfil it through a cash refund to the original payment method, store credit, or voucher, at CHEVIN’s sole discretion.

4.2 Refund processing timelines are estimates only and may vary depending on payment providers and financial institutions. CHEVIN will endeavour to process approved refunds within 5 to 14 working days from the date of approval.

4.3 Shipping fees are non-refundable unless the return or refund is due to an error attributable to CHEVIN or a verified product defect.

5. Return Shipping

5.1 Where CHEVIN determines that the return is due to a CHEVIN error or a verified product defect, CHEVIN will bear reasonable return shipping costs.

5.2 In all other cases, return shipping costs shall be borne by the customer.

5.3 Where a return is required, the product must be returned in its original condition, packaging, and contents unless otherwise approved by CHEVIN in writing. CHEVIN reserves the right to reject any return that does not meet these requirements.

6. Brand Partner Impact

6.1 Transactions that are refunded, cancelled, reversed, rejected, or otherwise invalidated shall not qualify as Successful Purchases for Commission purposes under the Brand Partner Program.

6.2 Where Commission has already been credited or paid in respect of such transactions, CHEVIN reserves the right to reverse, deduct, set off, or recover the corresponding Commission in accordance with the Brand Partner Program Terms and Conditions.

7. Amendments

7.1 CHEVIN reserves the right to amend this Policy at any time. The updated version will be published on our website or otherwise made available. Continued use of our services after such an update constitutes acceptance of the revised Policy.