Return, Refund and Exchange Policy.

This Return, Refund and Exchange Policy explains the conditions and procedures applicable to purchases made from PEDALTON SDN. BHD. (“Company”, “we”, “us” or “our”).

This Policy applies to bicycles, bike parts, bike accessories and other products purchased through our website. By placing an order with us, you acknowledge that you have read and agreed to this Policy.

1. General Policy

All items sold by PEDALTON SDN. BHD. are strictly non-refundable and non-exchangeable unless the item qualifies under one or more of the conditions stated in this Policy.

Customers are responsible for reviewing the product description, specifications, measurements, compatibility information, colour options and other relevant details before completing a purchase.

A change of mind, incorrect selection or personal preference does not qualify for a return, refund or exchange.

2. Eligible Reasons for a Request

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

The Company or merchant sent the wrong item.
The item received does not match the specifications, description, features or information advertised on our website.
The item is spoiled, damaged or defective upon delivery.
The delivery exceeds the timeline stated in our Shipping Policy.

Submitting a request does not automatically guarantee approval. Every request will be reviewed and verified by PEDALTON SDN. BHD. before a return, replacement, exchange or refund is authorised.

3. Mandatory 24-Hour Reporting Period

All return, refund or exchange requests must be submitted within 24 hours of receiving the item.

The 24-hour period begins from the date and time the parcel is recorded as delivered by the courier, logistics provider or delivery service.

Requests submitted after this 24-hour period will not be accepted. Customers are strongly encouraged to inspect the parcel and product immediately after delivery.

If a customer is unavailable to receive the parcel personally, the customer remains responsible for ensuring that the parcel is inspected within the required period.

4. Required Unboxing Video

A clear and continuous unboxing video is compulsory for every return, refund or exchange request.

The recording must begin before the parcel is opened and must clearly show:

The parcel in its original, unopened condition.
All sides of the external parcel.
The shipping label and order information.
The condition of the external packaging.
The complete opening of the parcel without interruption.
All internal packaging and protective materials.
The item received and all included components.
The damage, defect, incorrect item or discrepancy being reported.

The unboxing video must be recorded continuously without cuts, edits, pauses or missing sections. Videos recorded only after the parcel has already been opened will not be accepted as complete unboxing evidence.

5. First-Use Video

Where applicable, customers must also provide a clear video showing the first use, installation, assembly or testing of the item.

The first-use video should clearly demonstrate:

The original condition of the item before use.
The correct assembly or installation process, where applicable.
How the item was operated or tested.
The defect, malfunction or issue being reported.
Any unusual sound, movement, damage or performance problem.

This requirement is especially important for bicycles, bicycle components, lights, locks, pumps, tools, electronic accessories and other items that must be installed, assembled, charged or operated before an issue can be verified.

Damage caused by improper installation, incorrect assembly, misuse or incompatible components will not qualify as a product defect.

6. Additional Supporting Evidence

Customers must provide all information reasonably required for us to assess the request, including:

Clear photographs of the item.
Photographs of the external and internal packaging.
A clear photograph of the shipping label.
The complete unboxing video.
A first-use or testing video, where applicable.
Order number and purchase details.
Product name, model, variation and quantity.
A detailed explanation of the problem.
Photographs or videos showing the affected area.
Any other supporting documents requested by the Company.

Requests submitted without sufficient evidence will be rejected.

We may request additional photographs, videos or information if the original submission does not clearly demonstrate the reported issue. Failure to provide the requested information within the stated period may result in the request being closed.

7. Condition of Returned Items

An approved item must be returned in substantially the same condition in which it was received, except for the defect or damage reported.

The returned item must include:

The original product.
All parts and components.
Manuals, instructions and documentation.
Original packaging and protective materials.
Complimentary items or promotional gifts.
Tags, labels and accessories supplied with the product.
Proof of purchase and return authorisation details.

The item must not show signs of unnecessary use, intentional damage, alteration, unauthorised repair or improper handling.

PEDALTON SDN. BHD. reserves the right to reject a returned item if its condition differs from the evidence originally submitted or if any component is missing.

8. Incorrect Items

If we sent an item that differs from the customer’s confirmed order, the customer must:

Stop using or installing the incorrect item.
Retain all original packaging and accessories.
Contact us within 24 hours of delivery.
Submit the required unboxing video and supporting evidence.
Wait for written return instructions before sending the item back.

Once the error has been verified and the returned item has been inspected, we may provide the correct item, an equivalent replacement or a refund, depending on product availability and the circumstances of the order.

9. Items That Do Not Match the Website Information

A request may be submitted if the product materially differs from the specifications, description, features or information advertised on our website at the time of purchase.

Minor differences that may occur due to photography, lighting, screen settings, production batches, manual measurements or packaging updates will not necessarily qualify as a material discrepancy.

Customers should review all available product information carefully before placing an order. Compatibility-related requests will only be considered if the compatibility information provided by us was materially incorrect.

10. Damaged or Defective Items

If an item arrives damaged or defective, the customer must stop using it and contact us within 24 hours.

Customers must not attempt to repair, modify, dismantle or replace any part before receiving instructions from PEDALTON SDN. BHD. Unauthorised repairs or modifications may affect our ability to verify the original condition and may result in rejection of the request.

For bicycles or parts requiring assembly, the Company may assess whether the reported issue resulted from:

A manufacturing defect.
Damage occurring during delivery.
Incorrect assembly or installation.
Misuse or improper handling.
Normal adjustment requirements.
Compatibility issues not caused by incorrect website information.

Where reasonably possible, we may offer replacement parts or another appropriate remedy instead of replacing the complete product.

11. Delayed Delivery

A request may be considered if delivery exceeds the timeline stated in our Shipping Policy.

Delivery estimates may be affected by circumstances outside our reasonable control, including severe weather, courier disruptions, public holidays, incorrect delivery information, inaccessible delivery locations or unsuccessful delivery attempts.

If a parcel has already been dispatched, we may need to investigate its status with the courier before approving any refund or other resolution. Customers must not reject or abandon a parcel without written instructions from PEDALTON SDN. BHD.

12. Non-Eligible Reasons

Returns, refunds and exchanges will not be accepted for:

Change of mind.
Accidental or duplicate purchases.
Incorrect product, colour, size, model or variation selected by the customer.
A product that is no longer wanted or needed.
Personal preference regarding appearance or performance.
Minor colour differences caused by lighting or screen settings.
Minor measurement differences resulting from manual measurement.
Normal wear and tear.
Damage caused after delivery.
Damage caused by accidents, misuse, negligence or improper storage.
Damage caused by incorrect installation, assembly or maintenance.
Damage caused by unauthorised modification or repair.
Use of incompatible components or accessories.
Products used for purposes other than their intended use.
Missing or damaged packaging caused after delivery.
Requests submitted more than 24 hours after delivery.
Requests submitted without a complete unboxing video.
Requests without sufficient photographs, videos or order information.
Items returned without prior written authorisation.
Items returned incomplete or in a condition inconsistent with the original claim.

13. Product Compatibility

Customers are responsible for checking product dimensions, bicycle type, fitting requirements and component compatibility before placing an order.

If assistance is required, customers should contact us before purchasing. Any guidance provided will be based on the information supplied by the customer.

A compatibility issue will not qualify for a return, refund or exchange when:

The customer supplied incomplete or incorrect information.
The item was purchased without checking the stated specifications.
The bicycle or component was modified.
The item was installed on an incompatible bicycle.
The customer selected the wrong size, model or variation.

14. Request Submission Procedure

To submit a request, contact us at pedalton1@outlook.com within 24 hours of receiving the item.

The email should include:

The customer’s full name.
Order number.
Contact number.
Product name and variation.
Date and time of delivery.
Reason for the request.
A description of the issue.
The complete unboxing video.
The first-use video, where applicable.
Clear photographs and supporting evidence.
The preferred resolution, subject to approval.

Customers must wait for our written response and instructions before returning an item.

15. Return Authorisation

No item may be returned without prior written approval from PEDALTON SDN. BHD.

If a request is approved, we will provide the applicable return instructions. The customer must follow these instructions and return the item within the timeframe stated in our approval email.

Unauthorised returns may be rejected, refused or returned to the sender.

Approval to send an item back does not constitute final approval of a refund or exchange. The final decision will be made after the returned item has been received and inspected.

16. Inspection of Returned Items

Upon receiving a returned item, we will inspect its condition and compare it with the submitted evidence.

The inspection may verify:

Whether the correct item was returned.
Whether the reported defect or damage is present.
Whether the item has been used beyond reasonable inspection.
Whether any parts, accessories or packaging are missing.
Whether the item has been modified or repaired.
Whether the damage resulted from misuse or incorrect installation.

We will notify the customer after the inspection is completed and inform them whether the request has been approved or rejected.

17. Available Resolutions

If a request is approved, PEDALTON SDN. BHD. may provide one of the following resolutions, depending on the circumstances:

Replacement of the affected component.
Replacement with the same item.
Exchange for an equivalent item.
Store credit, where agreed.
Partial refund where only part of the order is affected.
Full refund of the affected item.

The appropriate resolution will depend on the nature of the issue, product availability and the inspection outcome.

18. Exchanges and Replacements

An approved exchange or replacement is subject to stock availability.

If the same product or variation is unavailable, we may offer:

A comparable replacement product.
Store credit of an equivalent approved value.
A refund for the affected item.

A replacement item does not create a new return period for unrelated issues. Any problem with the replacement must be reported within 24 hours of receiving it and must meet the evidence requirements stated in this Policy.

19. Refund Processing

Approved refunds will generally be issued through the original payment method whenever reasonably possible.

Processing time may vary depending on the payment provider, bank or card issuer. After we process the refund, additional time may be required before the amount appears in the customer’s account.

Original delivery fees, service charges, transaction charges or other non-product charges are non-refundable unless the refund is required because of an error by PEDALTON SDN. BHD. or otherwise required by applicable law.

20. Return Delivery Costs

If the return is approved because:

We sent the wrong item;
The item materially differs from the advertised information; or
The item was damaged or defective upon delivery,

PEDALTON SDN. BHD. will provide instructions regarding the applicable return arrangement.

Customers must not independently select an expensive or unauthorised return service and expect reimbursement. Any reimbursable delivery arrangement must be approved by us in writing beforehand.

If an inspection determines that the item does not qualify under this Policy, the customer may be responsible for the cost of returning the item to them.

21. Risk During Return Delivery

Customers must package approved returns securely to prevent additional damage during transit.

PEDALTON SDN. BHD. will not be responsible for damage caused by insufficient return packaging. Customers should retain the return receipt, tracking number and proof of handover until the request has been fully resolved.

22. Promotional and Complimentary Items

If an approved return relates to a product supplied with a complimentary gift, promotional item or bundled accessory, all related items must also be returned unless we provide different written instructions.

If a complimentary or bundled item is missing, used or damaged, its reasonable value may be deducted from the approved refund where permitted by law.

23. Abuse and Fraudulent Claims

PEDALTON SDN. BHD. reserves the right to reject requests involving suspected fraud, altered evidence, substituted products, false delivery claims or abuse of this Policy.

We may restrict future purchases or take other reasonable action where repeated or fraudulent claims are identified.

24. Statutory Consumer Rights

Nothing in this Policy is intended to exclude, restrict or modify any right or remedy that cannot lawfully be excluded under applicable Malaysian consumer protection laws.

Where applicable law provides the customer with rights that are more favourable than the terms of this Policy, the applicable legal requirements will prevail.

25. Changes to This Policy

PEDALTON SDN. BHD. may update this Return, Refund and Exchange Policy from time to time. Any revised Policy will take effect when published on our website.

The Policy applicable to an order will generally be the version displayed on the website at the time the order was placed, subject to applicable law.

26. Contact Information

For return, refund or exchange requests, please contact:

PEDALTON SDN. BHD.
Email: pedalton1@outlook.com
Address: 8-1-4A, D’Orient Mall, Gat Lebuh Macallum, 10300 Georgetown, Pulau Pinang, Malaysia
Business: Bicycles, Bike Parts and Bike Accessories