At PEDAL PROVISIONS SDN. BHD., we are committed to providing our customers with quality bicycle components, rider gear and protection, tools and maintenance products, accessories, and storage solutions. We carefully inspect and prepare orders before dispatch to ensure that the products supplied correspond with the order placed through our website.

This Return, Refund and Exchange Policy explains the circumstances under which a return, refund, or exchange may be accepted, the evidence required from customers, and the procedure that must be followed when reporting an issue with an order.

By placing an order through https://pedalprovisions.online/, customers acknowledge and agree to the terms and conditions set out in this policy.

1. General Return, Refund and Exchange Policy

Unless otherwise stated in this policy, all items sold by PEDAL PROVISIONS SDN. BHD. are non-refundable and non-exchangeable.

We do not accept returns, refunds, or exchanges simply because a customer has changed their mind, selected the wrong product, ordered the wrong size, ordered the wrong colour or variation, or no longer requires the item.

However, a return, refund, or exchange may be considered where the issue falls within one of the circumstances specified below:

1. The wrong item was sent by the Company.
2. The item received does not match the specifications, product description, features, measurements, model, variation, or other information advertised on our website.
3. The item received is spoiled, damaged, defective, or otherwise unsuitable for use upon delivery.
4. The order has exceeded the applicable delivery timeline stated in the Company’s Shipping Policy, subject to verification of the order and delivery status.

Any return, refund, or exchange request must comply with the requirements and procedures stated in this policy.

2. Wrong Item Received

If you receive an item that is different from the product you ordered, you may contact us to request a return, exchange, or refund, subject to our verification.

A wrong item may include situations where:

• The product received is completely different from the product ordered.
• The wrong product model or variant was supplied.
• The wrong size, colour, quantity, or configuration was supplied where the order details clearly show a different selection.
• The product supplied does not correspond with the confirmed order.

Customers are required to provide sufficient evidence so that we can verify the issue before any return, exchange, or refund is approved.

3. Product Does Not Match Website Information

A return or refund request may be considered if the product received materially differs from the specifications, description, features, measurements, model, or other relevant information advertised on our website at the time the order was placed.

This may include, but is not limited to:

• The specifications of the item received are materially different from those stated on the website.
• The product features do not correspond with the advertised product information.
• The product received is materially different from the description displayed on the product page.
• The product received is a different model or version from the one purchased.

Minor differences that do not materially affect the product, including differences in colour caused by lighting, photography, screen settings, or display resolution, may not qualify for a return or refund.

All such cases will be reviewed based on the order details, product information, evidence provided, and the actual condition of the item received.

4. Damaged, Defective or Spoiled Items

If an item arrives damaged, defective, spoiled, or otherwise unsuitable for use upon delivery, the customer must report the issue within 24 hours of receiving the item.

Examples may include:

• Visible physical damage to the product.
• Broken or cracked components.
• Defective parts or functions.
• Product damage that occurred during delivery.
• Products that arrive in an unusable condition.
• Other defects that were present upon receipt.

Customers should not dispose of, repair, modify, install, alter, or otherwise tamper with a potentially defective or damaged item before contacting us, unless necessary for immediate safety.

Where applicable, the Company may request additional photographs, videos, product information, or other evidence to determine whether the issue existed upon delivery.

5. Delivery Delays

A refund or other appropriate resolution may be considered where an order has exceeded the applicable delivery timeline stated in the Company’s Shipping Policy.

Delivery times may vary depending on the destination, courier service, public holidays, weather conditions, operational disruptions, customs procedures, or other circumstances outside the Company’s reasonable control.

Where a customer believes that an order has exceeded the applicable delivery timeline, the customer must contact us so that we can verify the order status and delivery information.

A refund for a delayed order will only be considered after the Company has reviewed the relevant order and delivery information and determined that the request falls within the applicable conditions of this policy.

6. Mandatory Evidence for Return and Refund Requests

To protect both customers and the Company and to allow us to properly investigate an order issue, customers are required to provide sufficient evidence when submitting a return or refund request.

The following evidence may be required:

6.1 Continuous Unboxing Video

Customers must provide a clear and continuous unboxing video showing the opening of the parcel from its original unopened condition.

The video should clearly show:

• The unopened parcel before opening.
• The shipping label and tracking information.
• The condition of the external packaging.
• The opening of the parcel.
• The internal packaging.
• The item or items received.
• The condition of the product immediately after opening.

The unboxing video should be continuous and sufficiently clear for the Company to verify the condition and contents of the parcel.

Customers are strongly advised to record the entire unboxing process without interruption.

6.2 First-Use Video

Where applicable, the customer may also be required to provide a clear video showing the first use or initial testing of the item.

This may be required for products where a defect cannot be identified through photographs alone and where the issue becomes apparent when the product is used, assembled, operated, or tested.

Customers should follow the applicable product instructions and should not intentionally damage, modify, or misuse the product when testing it.

6.3 Photographs and Supporting Documents

The Company may also request:

• Clear photographs of the product.
• Photographs of the damaged area or defect.
• Photographs of the packaging.
• Photographs of the shipping label.
• Order number and purchase details.
• Product model or SKU information.
• Videos demonstrating the issue.
• Courier or delivery information.
• Screenshots or other relevant documents.
• Any other reasonable evidence required to investigate the claim.

Failure to provide the requested evidence may prevent the Company from properly verifying the claim and may result in the request being rejected.

7. Reporting Period

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

Customers must contact PEDAL PROVISIONS SDN. BHD. at:

Email: <email address>

The 24-hour period begins from the time the order is recorded as delivered or received by the customer, where such delivery information is available.

Customers are responsible for inspecting their parcel and its contents as soon as possible after receiving the order.

We strongly recommend that customers record a complete unboxing video immediately upon receiving the parcel and before disposing of any packaging materials.

8. Requests Submitted After 24 Hours

Any return, refund, or exchange request submitted more than 24 hours after the item has been received will generally not be accepted.

Likewise, requests submitted within the 24-hour period but without the required evidence may also be rejected.

This includes, but is not limited to:

• Requests without a clear unboxing video where such evidence is required.
• Requests without photographs or videos requested by the Company.
• Requests where the condition of the product cannot be verified.
• Requests submitted after the specified reporting period.
• Claims where the customer cannot provide sufficient order information.
• Claims where the product has been used, modified, damaged, or altered after delivery in a manner that prevents the original condition from being verified.

Customers are therefore responsible for checking their order promptly after delivery.

9. Return Approval

Submitting a return or refund request does not automatically mean that the request has been approved.

Once we receive the request and supporting evidence, PEDAL PROVISIONS SDN. BHD. will review the information provided and determine whether the issue falls within the conditions of this policy.

If the claim is approved, the Company will provide further instructions regarding the return process, including where and how the item should be returned.

Customers should not return any item without receiving instructions or approval from the Company.

Any item returned without prior approval may not be accepted.

10. Condition of Returned Items

Where a return is approved, the customer may be required to return the product in its original condition, together with applicable packaging, accessories, manuals, parts, tags, or other items originally supplied with the order.

The Company may reject a return where the product has been:

• Used beyond what is reasonably necessary to identify a defect.
• Damaged after delivery.
• Modified or altered.
• Improperly assembled or installed.
• Repaired by an unauthorised party.
• Misused or handled contrary to the product instructions.
• Returned without required components or accessories.
• Returned in a condition that prevents proper inspection.

The Company reserves the right to assess the condition of the returned item before determining the final resolution.

11. Exchange

Where an exchange is approved, PEDAL PROVISIONS SDN. BHD. may provide a replacement item of the same product, model, size, colour, or variation, subject to availability.

If the original replacement item is unavailable, the Company may, at its discretion, provide another appropriate resolution, which may include a refund or alternative replacement.

An exchange is not automatically available for all approved claims. The available resolution will depend on the nature of the issue, product availability, and the circumstances of the case.

12. Refund

Where a refund is approved, the refund will be processed using the applicable payment method or refund procedure determined by the Company.

The processing time for the refund may vary depending on:

• The Company’s internal processing time.
• The payment gateway or payment provider.
• The customer’s bank or financial institution.
• Weekends and public holidays.
• Other processing requirements outside the Company’s control.

Customers may therefore experience a delay between the date the Company approves the refund and the date the refunded amount appears in their account.

The Company is not responsible for delays caused by banks, payment processors, courier companies, or other third-party service providers.

13. Refund Amount

Where a refund is approved, the amount refunded will generally correspond to the amount applicable to the approved claim and the original order.

The Company may review shipping charges, delivery fees, discounts, promotional offers, vouchers, or other applicable charges when calculating the final refund amount.

Where only part of an order is affected, the Company may issue a refund only for the affected item or applicable portion of the order.

14. Return Shipping Costs

Where the return is approved because the Company sent the wrong item, the item materially differs from the advertised information, or the item was received damaged or defective, the Company may provide further instructions regarding the applicable return shipping arrangement.

Customers should not independently arrange an expensive return shipment without first contacting the Company and obtaining return instructions.

Where a return is not approved under this policy, any shipping or other costs incurred by the customer may not be reimbursed.

15. Items That Are Not Eligible

Unless otherwise approved by the Company, the following circumstances generally do not qualify for a return, refund, or exchange:

• Change of mind after purchase.
• Customer ordered the wrong item.
• Customer selected the wrong size, colour, model, or variation.
• Customer no longer wants or needs the product.
• Minor cosmetic differences that do not affect functionality.
• Differences caused by screen settings, photography, lighting, or display conditions.
• Damage caused by misuse, negligence, accident, improper installation, or improper handling.
• Damage caused after delivery.
• Products that have been modified, repaired, or altered without authorisation.
• Claims submitted after the 24-hour reporting period.
• Claims without sufficient supporting evidence.
• Products returned without prior approval.
• Any other situation that does not fall within the eligible circumstances stated in this policy.

16. Customer Responsibility

Customers are responsible for providing accurate delivery information when placing an order and for checking the parcel and its contents promptly after delivery.

Customers should retain the original packaging, shipping label, and other relevant materials until they have confirmed that the order has been received in satisfactory condition.

Customers are also responsible for providing truthful, accurate, and complete information when submitting a return, refund, or exchange request.

Any fraudulent, misleading, manipulated, or intentionally inaccurate claim may be rejected.

17. Review and Investigation

PEDAL PROVISIONS SDN. BHD. reserves the right to investigate every return, refund, and exchange request before approving any resolution.

The Company may review:

• Order information.
• Product information.
• Photographs and videos.
• Unboxing evidence.
• Delivery and tracking records.
• Packaging condition.
• Product condition.
• Customer-provided documents.
• Courier information.
• Other relevant information relating to the order.

Additional information or evidence may be requested where necessary.

The final decision regarding whether a claim qualifies under this policy will be made after the relevant information has been reviewed.

18. Processing Time

The time required to review a return, refund, or exchange request may vary depending on the complexity of the case and the information required.

Customers are advised to provide all requested evidence in their initial submission to avoid unnecessary delays.

Where additional information is requested, the review process may only continue once the required information has been received.

19. Policy Exceptions

In exceptional circumstances, PEDAL PROVISIONS SDN. BHD. may consider a request that does not strictly meet the requirements of this policy.

Any such exception will be considered at the Company’s discretion and should not be interpreted as a permanent amendment to this policy or as creating an automatic right to return, refund, or exchange.

20. Changes to This Policy

PEDAL PROVISIONS SDN. BHD. reserves the right to update, amend, or modify this Return, Refund and Exchange Policy from time to time.

Any changes will be published on this website. Customers are encouraged to review the latest version of this policy before placing an order or submitting a return, refund, or exchange request.

21. Contact Us

If you have received an incorrect, damaged, defective, spoiled, or materially misdescribed item, or if your order has exceeded the applicable delivery timeline, please contact us as soon as possible.

PEDAL PROVISIONS SDN. BHD.

Website: https://pedalprovisions.online/
Email: skyward_creations@outlook.com
Address: 1-55 ULTROPOLIS UTAMA, PERSIARAN CASSIA BARAT 3, BANDAR CASSIA 14110 SIMPANG AMPAT PULAU PINANG MALAYSIA

When contacting us, please include your order number, a brief description of the issue, and the relevant photographs, videos, or supporting evidence.

Important: All eligible return, refund, and exchange requests must be submitted within 24 hours of receiving the item. Requests submitted after this period or without the required evidence may not be accepted.