This Return & Refund Policy applies to purchases made directly from Infinity Ventures Marketing through our official online store and other authorised sales channels where this policy is incorporated into the transaction.

Our registered business information is:

This policy covers product concerns, return requests, refund arrangements, and related procedures.

Certain wholesale transactions may also be governed by separately agreed written commercial terms.

Please contact us if you experience any of the following issues with your purchase.

A. Damaged Products

Your order arrives with products that appear physically damaged, broken, leaking, or otherwise compromised.

B. Defective Products

A product has a defect or does not meet applicable quality, safety, or performance requirements.

C. Incorrect Products

You receive a product, variation, or quantity that differs from your confirmed order.

D. Missing Products

Your delivery contains fewer items than the quantity stated in your confirmed order.

E. Products Not as Described

A product differs materially from its description or other representations forming part of your purchase.

F. Product Quality or Safety Concerns

You identify an issue involving product integrity, suspected contamination, damaged seals, or another genuine safety concern.

Each request will be assessed according to the facts, the applicable purchase terms, and any legal rights available to the purchaser.

Where required, an appropriate remedy may include repair, replacement, refund, or another remedy available under applicable law.

We encourage customers to review product descriptions, specifications, quantities, and purchase details before confirming an order.

Returns requested solely because a customer changes their mind, selects the wrong product, or no longer requires the purchase are considered on a case-by-case basis.

Approval of a discretionary change-of-mind return is not guaranteed.

Please contact our team before sending any product back. We will explain whether a discretionary return is available and communicate any applicable conditions before you proceed.

Products Requiring Special Consideration

Certain products may be unsuitable for discretionary returns, particularly where their safety, hygiene, integrity, or resale condition could be affected after delivery.

Examples may include:

• Opened or used consumable products.
• Products with broken or removed tamper-evident seals.
• Products damaged after delivery through improper handling or storage.
• Products that cannot reasonably be resold in their returned condition.

Infinity Ventures Marketing also supplies products to customers purchasing stock for business or resale purposes.

Wholesale transactions may involve larger quantities, volume-based pricing, special commercial arrangements, and agreed payment terms.

Returns for such purchases will be assessed according to the applicable order confirmation, any separately agreed written commercial terms, and applicable law.

Partial Order Issues

If only part of a wholesale order is affected, please identify the specific products, quantities, and relevant batch information where available.

We will review the affected items and determine the appropriate resolution in accordance with the applicable terms and law.

Business Purchases

Purchases made primarily for resale, manufacturing, or other commercial purposes may be subject to different legal and contractual requirements from purchases made by consumers for personal or household use.

If you experience a problem with your order, please contact us as soon as reasonably practicable after discovering the issue.

We encourage customers to report visible delivery damage or missing items promptly so that relevant delivery information can be reviewed.

This request for prompt reporting does not impose a shorter deadline than any period provided by applicable law.

1. Contact Customer Support

   Email hi@infinityventures.my or contact us through our official WhatsApp number.

2. Provide Your Order Details

   Include your name, order number, affected product, quantity, and a description of the issue.

3. Share Supporting Information

   Where reasonably available, provide relevant photographs or supporting documents.

4. Request Review

   Our team will assess the information and may request clarification or arrange product inspection where reasonably necessary.

5. Receive Return Instructions

   Where a physical return is required, we will communicate the return arrangements and applicable shipping responsibilities.

6. Resolution

   We will explain the appropriate remedy and the steps required to complete the process.

Please contact our customer support team before arranging a return whenever practical.

This allows us to confirm the appropriate return destination, shipping method, and handling arrangements.

Returns Caused by Our Error

Where products are materially different from the order or contain defects, we will arrange and bear the applicable return or re-delivery costs where required by law.

Discretionary Returns

For an approved change-of-mind return, any applicable shipping or handling arrangements will be communicated and agreed upon before the return proceeds.

Special Return Arrangements

Certain items may require special handling because of their size, condition, safety requirements, or the nature of the defect.

Where applicable law requires us to collect an item at our expense, we will make the appropriate arrangements.

Where a refund is due, we will confirm the approved amount and applicable payment arrangements.

A. Refund Amount

The refund amount will be determined according to the nature of the issue, the affected products, amounts paid, applicable purchase terms, and any legal entitlement.

Where the law requires a full refund, we will not substitute store credit or impose an unauthorised deduction.

B. Refund Method

Refunds will normally be processed through the original payment method where feasible.

For bank transfer or cash-on-delivery purchases, a bank transfer or another suitable refund method may be arranged after reasonable verification of the recipient's details.

C. Refund Processing Time

We will initiate refunds that are due as soon as reasonably practicable after the relevant requirements have been established.

The time required for funds to appear in your account may vary depending on the payment provider, bank, and payment method.

D. Partial Refunds

Where only specific items or quantities are affected, a partial refund may be appropriate depending on the circumstances and applicable legal rights.

Any refund calculation will take account of the affected items and the requirements of applicable law.

Infinity Ventures Marketing may offer approved customers flexible payment arrangements for eligible purchases.

Such arrangements may include deposits, scheduled payments, or agreed business payment terms.

Availability is subject to eligibility, approval, and separately agreed terms.

A. Refunds on Deposit-Based Purchases

If a refund becomes payable for a deposit-based purchase, the amounts already paid will be reviewed together with the applicable order and payment terms.

Deposits are not automatically treated as non-refundable. Their treatment depends on the applicable agreement, circumstances, and law.

B. Refunds on Instalment Purchases

Where a refund, adjustment, or cancellation of an instalment purchase is required, we will review the amounts already paid, the outstanding balance, and the applicable contractual and legal requirements.

Any necessary payment adjustment will be communicated to the customer in writing.

C. Outstanding Payment Obligations

A return enquiry does not automatically cancel an outstanding payment obligation.

However, where an order or payment obligation must be cancelled or adjusted under the applicable agreement or law, the corresponding balance will be corrected.

Customers should contact our team promptly if a payment is due while a return or refund matter is being reviewed.

If you wish to cancel an order, please contact our team as soon as possible.

Before Dispatch

We will review the request and confirm whether the order can be cancelled before it enters the delivery process.

After Dispatch

Once an order has been dispatched, cancellation may require a return or another arrangement.

Our team will explain the available options based on the order status, the reason for cancellation, the applicable terms, and any legal rights.

Cancellation of Flexible Payment Orders

Orders involving deposits or scheduled payments may require additional payment reconciliation.

Where cancellation is agreed or legally required, the treatment of amounts already paid and any remaining balance will be determined accordingly.

This policy is intended to operate consistently with applicable Malaysian law.

Consumer purchases may qualify for protections under the Consumer Protection Act 1999, including remedies for goods that fail to meet applicable statutory guarantees.

Wholesale purchases made primarily for resale may be subject to different contractual and legal provisions.

Nothing in this policy excludes any right or remedy that cannot lawfully be excluded.

If any provision of this policy conflicts with a mandatory requirement of applicable law, the mandatory requirement will prevail.

My order arrived damaged. What should I do?

Contact our customer support team as soon as reasonably practicable and provide your order details. Photographs can be helpful where available.

Can I return a product simply because I changed my mind?

Change-of-mind returns are considered on a case-by-case basis and are not guaranteed. Please contact us before returning any product.

What if my order contains the wrong product?

Contact us with your order details and information about the products received. We will assess the appropriate remedy.

Will I have to pay return shipping for a defective item?

We will arrange and bear applicable return or re-delivery costs where required by law. Contact us for return instructions.

Can I receive a refund if I purchased using instalments?

Yes, where a refund is due under the applicable terms or law. The amounts paid and any outstanding balance will be reviewed and adjusted as appropriate.

Will my deposit automatically be forfeited if I cancel?

No blanket forfeiture applies under this policy. The treatment of a deposit depends on the agreed terms, the circumstances of cancellation, and applicable law.

Can I request a return without an unboxing video?

Yes. You may submit a return request without an unboxing video. Other relevant information may assist our investigation.

How long will my refund take?

We will initiate refunds that are due as soon as reasonably practicable. Bank and payment-provider processing times may vary.

For return requests, refund enquiries, payment adjustments, or other order concerns, please contact us through our official support channels.

Business Registration Number:
202103009219 (TR0233437-W)

48-1, Taman M-Residensi,
Jalan MR 1/3,
48000 Rawang,
Selangor, Malaysia.

Last Updated: 17 September 2026