At INSIGHT CONCEPT SDN. BHD., we strive to ensure that all drinks and beverages ordered through our website are properly prepared, packed, and delivered to our customers in good condition.
Due to the nature of our products, all items sold are strictly non-exchangeable and non-refundable, except where the order falls under one of the eligible circumstances stated in this Return, Refund and Exchange Policy.
By placing an order through our website, customers are deemed to have read, understood, and agreed to the terms and conditions of this policy.
2. Eligible Return, Refund or Exchange Cases
A return, refund, or exchange may only be considered under the following circumstances:
2.1 Wrong Item Received
The merchant has sent an item that is different from the item ordered by the customer.
2.2 Item Does Not Match the Advertised Information
The item received does not reasonably match the specifications, description, features, product details, or other information advertised on our website at the time of purchase.
2.3 Spoiled, Damaged or Defective Item
The item received is spoiled, damaged, defective, or otherwise unsuitable for consumption upon delivery, provided that the customer can provide sufficient evidence showing the condition of the item upon receipt.
2.4 Delivery Beyond the Stated Timeline
The order has exceeded the delivery timeline stated in the Company’s Shipping Policy, subject to any circumstances beyond the Company’s reasonable control, including but not limited to courier delays, adverse weather conditions, public holidays, natural disasters, or other unforeseen circumstances.
3. Evidence Required for Refund or Return Requests
To protect both customers and the Company and to allow us to properly investigate each case, customers are required to provide sufficient evidence when submitting a return, refund, or exchange request.
For refund or return claims, the customer must provide:
- A clear and continuous unboxing video showing the parcel before it is opened, including the unopened package, shipping label, outer packaging, and the item received.
- A clear video showing the first use of the item, where applicable, particularly where the issue can only be identified when the product is opened or used.
- Clear photographs showing the condition of the item, packaging, shipping label, or any damage, defect, spoilage, or discrepancy.
- The relevant order number and order details.
- Any additional photographs, videos, documents, or supporting evidence reasonably requested by the Company for investigation purposes.
The evidence provided must be clear, genuine, and sufficient for the Company to verify the customer’s claim.
4. Unboxing Video Requirement
Customers are strongly advised to record a continuous and uninterrupted unboxing video immediately before opening their parcel.
The video should clearly show:
- The unopened parcel.
- The shipping label and order information.
- The condition of the outer packaging.
- The opening of the parcel.
- All items received inside the parcel.
- The condition of the items upon opening.
The unboxing video should not be edited, interrupted, or otherwise altered.
Failure to provide the required unboxing video may affect the Company’s ability to verify the claim and may result in the return, refund, or exchange request being rejected.
5. First-Use Evidence
Where applicable, customers may also be required to provide a clear video showing the first use or opening of the product.
This may be required where the reported issue relates to the product’s condition, quality, functionality, packaging, or other circumstances that cannot be verified from photographs alone.
Customers should avoid discarding the product, packaging, labels, or other relevant materials until the claim has been reviewed and resolved by the Company.
6. Time Limit for Claims
All return, refund, and exchange requests must be submitted to INSIGHT CONCEPT SDN. BHD. at insight_concept@outlook.com within 24 hours from the date and time the customer receives the item.
Customers are responsible for inspecting their order as soon as it is received and notifying the Company promptly if there is any issue with the order.
Any request submitted after the 24-hour claim period will not be accepted.
Requests that do not include the required evidence may also be rejected.
7. Non-Acceptable Claims
Returns, refunds, or exchanges will generally not be accepted for reasons including, but not limited to:
- Change of mind after placing the order.
- The customer ordered the wrong item.
- The customer no longer wants or requires the item.
- The customer purchased an incorrect quantity.
- The customer does not like the taste or preference of the product, unless the product is proven to be spoiled, defective, or otherwise does not conform to the advertised product information.
- Improper storage or handling of the product after delivery.
- Damage caused by the customer after receiving the item.
- Claims submitted after the 24-hour claim period.
- Claims submitted without sufficient supporting evidence.
- Any situation where the Company is unable to reasonably verify the customer’s claim.
8. Review and Verification Process
Once a return, refund, or exchange request is received, the Company will review the information and supporting evidence provided by the customer.
The Company may request additional photographs, videos, order information, or other relevant documentation where necessary.
The Company reserves the right to approve or reject a claim based on the circumstances of the case and the evidence provided.
Submission of a request does not automatically guarantee approval of a return, refund, or exchange.
9. Refund Process
If a refund is approved, the Company will process the refund through the applicable payment method or another reasonable method determined by the Company.
The processing time for the refund may vary depending on the payment provider, bank, or financial institution involved.
Any applicable refund amount will be determined based on the circumstances of the approved claim.
Customers should note that the time required for the refunded amount to appear in their account may depend on the relevant payment provider or bank and may be outside the Company’s control.
10. Exchange Process
Where an exchange is approved, the Company may provide a replacement item of the same or equivalent value, subject to product availability.
If the replacement item is unavailable, the Company may, at its discretion, provide an appropriate alternative or refund.
The Company will inform the customer of the available resolution after reviewing the claim.
11. Return of Items
Where the Company requires an item to be returned for inspection or verification, the customer must follow the Company’s return instructions.
Customers should not return any item without first receiving confirmation or instructions from the Company.
Where applicable, the Company may provide further instructions regarding the return method, packaging, and delivery arrangements.
12. Product Handling and Storage
As our products include drinks and beverages, customers are responsible for handling and storing the products appropriately after delivery.
Any issue caused by improper storage, exposure to unsuitable temperatures, mishandling, contamination, or other circumstances occurring after delivery may not qualify for a refund, return, or exchange.
Customers are advised to follow any storage instructions provided on the product packaging or product page.
13. Delivery Delays
Where a claim is made because an order has exceeded the stated delivery timeline, the Company will review the delivery status and relevant circumstances before determining whether the claim qualifies for a refund or other resolution.
Delivery delays caused by circumstances beyond the Company’s reasonable control may not automatically qualify for a refund.
14. Fraudulent or Misleading Claims
The Company reserves the right to reject claims where the information, photographs, videos, or other evidence provided is found to be false, misleading, manipulated, incomplete, or inconsistent with the circumstances of the order.
The Company may also take appropriate action against fraudulent or abusive refund and return requests.
15. Amendments to This Policy
INSIGHT CONCEPT SDN. BHD. reserves the right to update, modify, or amend this Return, Refund and Exchange Policy from time to time without prior notice.
Any changes will be published on this page and will take effect from the date of publication.
16. Contact Us
For any return, refund, or exchange enquiries, please contact us within 24 hours of receiving your order:
INSIGHT CONCEPT SDN. BHD.
Website: https://insightconcept.online/
Email: insight_concept@outlook.com
By purchasing products from our website, you acknowledge that you have read and agreed to this Return, Refund and Exchange Policy.
