Return, Refund and Exchange Policy.

Overview

1. Introduction

This Return, Refund and Exchange Policy applies to all bicycles, bicycle accessories, parts, equipment, and other products purchased from PEDALTON SDN. BHD. (“the Company”, “We”, “Us”, or “Our”).

By placing an order with Us, You acknowledge that You have read, understood, and agreed to the terms of this Policy. Please inspect all parcels and products immediately upon delivery and retain all original packaging until You have confirmed that the correct item was received in satisfactory condition.

This Policy should be read together with Our Terms and Conditions, Shipping Policy, Privacy Policy, and any other policies published on Our website.

2. General No-Exchange and No-Refund Policy

All items sold are considered final and are generally not exchangeable or refundable.

We do not accept returns, exchanges, or refunds due to a change of mind, personal preference, incorrect selection, incompatible size chosen by the customer, duplicated order, or failure to read the product information before completing the purchase.

However, We may accept a return, refund, replacement, or exchange request where one or more of the eligible circumstances stated in this Policy apply and the customer satisfies all notification and evidence requirements.

Nothing in this Policy is intended to exclude or restrict any rights or remedies that cannot lawfully be excluded under applicable Malaysian law.

3. Eligible Circumstances

A request may be considered only under the following circumstances:

3.1 Incorrect Item Received

The merchant sent an item that is different from the product confirmed in the customer’s order.

Differences caused solely by lighting, screen settings, photography, minor manufacturing variations, or reasonable colour variations may not qualify as an incorrect item unless the product is materially different from what was ordered.

3.2 Product Does Not Match the Advertised Information

The item received materially differs from the specifications, description, features, size, model, colour, quantity, or other information advertised on the website at the time the order was placed.

The customer must provide sufficient evidence showing the advertised information and the material difference found in the item received.

3.3 Spoiled, Damaged, or Defective Upon Delivery

The item was spoiled, physically damaged, incomplete, or defective when delivered.

This may include visible transit damage, missing essential components, manufacturing defects, or a product that cannot perform its advertised primary function upon first use.

Damage caused after delivery by incorrect assembly, improper installation, misuse, collision, accident, neglect, unauthorised repair, modification, improper storage, ordinary wear and tear, or failure to follow safety and usage instructions will not qualify.

3.4 Delivery Exceeds the Stated Timeline

The delivery exceeds the applicable timeline stated in Our Shipping Policy.

Any delivery-related request will be assessed according to the order status, tracking information, courier records, circumstances of the delay, and whether the parcel was eventually delivered.

A delay caused by incorrect or incomplete delivery information supplied by the customer, refusal to receive the parcel, repeated unsuccessful delivery attempts, restricted access to the delivery location, or other circumstances beyond the reasonable control of the Company may not qualify.

4. Mandatory 24-Hour Notification Period

All return, refund, replacement, and exchange requests must be submitted to the Company within 24 hours of receiving the item.

The 24-hour period begins from the time the parcel is marked as delivered by the courier, acknowledged as received by the customer or an authorised recipient, or otherwise shown to have been delivered through reliable delivery records.

Customers should inspect the parcel and item immediately after delivery.

Requests submitted after the 24-hour period will not be accepted, except where otherwise required by applicable law. Failure to inspect the item within this period does not extend the submission deadline.

5. Required Evidence

Every request must be supported by complete, clear, and verifiable evidence. The customer must provide all of the following, where applicable:

A clear and continuous unboxing video showing the parcel before it is opened.
The unopened parcel and its condition from all relevant angles.
The shipping label, tracking number, recipient details, and external packaging.
The entire opening process without cuts, pauses, editing, obstruction, or interruption.
All internal packaging, protective materials, accessories, manuals, parts, and the item received.
A clear video showing the first use or initial testing of the item, where applicable.
Clear photographs showing the damage, defect, incorrect product, missing component, or discrepancy.
The order number, purchaser’s name, contact details, product name, and date of delivery.
A detailed written explanation of the issue and the remedy requested.
Screenshots, courier documents, or other supporting information requested by the Company.

The evidence must clearly show that the claimed issue existed when the parcel was opened or when the item was used for the first time.

Blurry, incomplete, edited, interrupted, or inconclusive recordings may be rejected. Photographs alone may not be sufficient where a continuous unboxing video or first-use video is required.

6. Importance of the Unboxing Video

The unboxing video is required to establish the parcel’s condition at the time of delivery and to verify whether the correct item and components were supplied.

The recording must begin before the shipping packaging, tape, seal, box, or parcel is opened. It must clearly show that the parcel has not previously been opened, altered, or resealed.

The video must continue until the item, its packaging, and all included parts have been fully inspected. Customers should not dispose of any box, label, protective packaging, manual, accessory, or component while a request is being reviewed.

Requests without the required clear and continuous unboxing video will not be accepted, subject to any rights that cannot be excluded under applicable law.

7. First-Use Video

Where the complaint concerns the performance or function of a product, the customer must provide a clear first-use video where reasonably applicable.

For bicycles, bicycle parts, and accessories, the video should show the product before use, the relevant assembly or installation condition, and the issue being experienced.

The video should not show unsafe riding, testing, or operation. Customers must follow all product instructions and appropriate safety precautions. If the product cannot be safely tested, the customer should stop using it and contact Us immediately.

8. How to Submit a Request

Eligible requests must be sent within the required 24-hour period to:

Company: PEDALTON SDN. BHD.
Email: pedalton1@outlook.com
Address: 8-1-4A, D Orient Mall, Gat Lebuh Macallum, 10300 Georgetown, Pulau