Type of Scenario

Depending on the scenario where unfortunate event may happen, Velisfood.com will always attempt to resolve the issue to ensure the process is smooth and fulfilling for all party involved. Some of the possible scenario which may trigger request of refund such as:

• Voluntarily Cancellation – when customer decided to cancel the order voluntarily or due to certain scenario where we are not able to contact the customer to complete the delivery, for example where the delivery failed due to customer not available to accept the order.
• Wrong items – In the event where we deliver the wrong item to our customer
• Cancellation by Velisfood.com – When we not able to fulfill the order or for various reason.

Important Notice

No matter which category the scenario fall into, few things is important to be aware of.

• Food based product is NOT allowed for refund or exchange.
• Once the item is sent to customer, we do not allow the item to be return back to us – PLEASE DO NOT SEND BACK THE ITEM TO US, you must contact us first to raise any issue you may have.

Type of Refund

• Voluntarily Cancellation – We will deduct the delivery fees (if any), payment gateway fees (3% of total order + RM1), 20% admin fees based on the total order value and other applicable fees that is reasonable. Such refund shall be made in e-voucher for your next purchase.
• Wrong items – We may resend you the correct item or in the event we decided to exchange another item with you, you agree that the value of exchange shall be equivalent or not more than the item value that you pay us.
• Cancellation by Velisfood.com – If the order is cancelled by us, we shall refund the full amount back to your credit card accordingly.