At Visual Idea Network, we strive to deliver high-quality products and services. Please carefully review our refund and return terms before making a purchase.
1. No Return / Refund for Used or Faulty Products
If the product has been used, or if a defect occurs after use, it is covered by the manufacturer’s warranty. In such cases, the buyer must contact the brand’s warranty center directly for repair or replacement under the warranty terms. We do not process refunds or replacements for used products.
2. Damaged Goods on Delivery
If your item arrives damaged, report to us within 48 hours of receiving the product. Claims made after 48 hours will not be accepted. You must provide a full unboxing video clearly showing the damage when opening the parcel. This is required to file a claim with the courier service. Please note the following regarding damage claims:
Damage claim processing may take 30 to 60 business days, subject to the courier company’s investigation.
The final decision rests solely with the courier company, and Visual Idea Network is not liable for claims denied by them.
All physical software, license keys, and downloadable software are final sale and non-refundable, whether used or unused. Please ensure your computer meets the system requirements before purchasing. Refunds will not be granted for incompatibility or user error.
4. Refund Eligibility Conditions
Refunds are strictly limited to the following cases:
Out-of-Stock or End-of-Life Products (EOF): If a product is discontinued (EOF) or out of stock with no available restock, you are entitled to request a full refund.
Mistaken Order by Buyer: If you mistakenly place an order, please contact us within 24 hours of purchase.
If the order has not been shipped, a full refund will be processed.
If the order has already been dispatched, the refund amount will vary depending on the manufacturer’s approval and may be partial.
5. Refund Types & Fees
There are two types of refund methods:
Payment Gateway Refund: May be subject to a 1.5% deduction fee based on the product amount. This fee reflects payment gateway transaction charges and is non-refundable.
Bank Transfer or Cheque Payment: Eligible for a full refund without deduction.
All approved refunds will be issued to the original payment method and processed within 14 working days of approval.
6. How to Request a Claim or Refund
To request a claim or refund, please contact us via:
WhatsApp: +60 11-1116 8268 Please provide the following:
Order number
Description of the issue
Proof of purchase
Unboxing video (required for courier damage claims)
7. Contact Information
📧 Email: support@visual-idea.net / sale@visual-idea.net 📱 WhatsApp: +60 11‑1116 8268 🏢 Address: Visual Idea Network, Suite 33-01, 33rd Floor, Menara Keck Seng, 203 Jalan Bukit Bintang, 55100 Kuala Lumpur, Malaysia.
