This policy explains when a refund, return or exchange is available for orders placed with Orbit Commerce & Sourcing Sdn. Bhd. Because much of what we supply is direct-factory sourced, produced to order, or private-labelled to a Client's specification, this policy distinguishes clearly between warehoused stock items and sourced or customized items, and should be read together with our Terms & Conditions.
Orbit supplies both ready inventory held at our Petaling Jaya warehouse and direct-factory sourced or private-labelled goods produced to order in China. Because sourced and private-label items involve committed factory production runs and, often, minimum order quantities purchased against that order, our approach to refunds differs materially between these two categories. This policy sets out both, so there are no surprises once a case or container order is confirmed.
Unmodified items held in our Petaling Jaya warehouse may be returned for a refund or exchange within 7 calendar days of delivery, provided the item is unused, in its original packaging, and accompanied by proof of purchase. The Client is responsible for return shipping costs unless the return is due to our error or a defect covered under Clause 4. Stock items that have been part-consumed, used, or that are no longer in resaleable condition are not eligible for return under this clause.
Goods that are direct-factory sourced, private-labelled, or otherwise produced to a Client's specification are made to order and are not eligible for return or refund once a case or container production run has commenced, except where the item is defective or does not match the approved sample, as covered under Clause 4. This applies even where the specification was supplied by the Client's own marketplace listing or brand guidelines, since the cost of materials and production has already been committed on the Client's instruction.
If an item arrives damaged, defective, or does not match the sample you approved, notify us within 72 hours of delivery at orbitcommerce.sourcing@gmail.com, including your order reference, a description of the fault, and clear photographs of the affected items and packaging. Claims submitted after this window may still be considered at our discretion but cannot be guaranteed. Once verified, we will offer, at our discretion, a replacement of the affected units, a partial refund reflecting the affected quantity, or a full refund where the fault affects the entire order and a suitable replacement cannot be produced within a reasonable time.
If we ship a product, quantity or specification that does not match your confirmed order and approved sample, this is treated as our error and Clause 4 applies in full, at no cost to you, including return shipping of the incorrect items where applicable. Where an error results from specification or quantity information that the Client approved or supplied incorrectly, Clause 3 applies instead, as production followed the Client's own instruction.
To start a return or claim, email orbitcommerce.sourcing@gmail.com with your order reference and the reason for the request. We will confirm eligibility, and where a physical return is required, provide instructions for how and where to send the goods. Please do not send items back before receiving this confirmation, as unsolicited returns may not be processed promptly.
Approved refunds are issued by bank transfer to the account used for the original payment, or another account you nominate in writing, within 14 business days of approval. Refunds are issued in Malaysian Ringgit (MYR); where the original payment was made in another currency, the refunded amount reflects the MYR value received, less any transaction charges already incurred by Orbit that are not recoverable.
The following are non-refundable except where the entire order is cancelled due to our error: sourcing, sampling and private-label setup charges once incurred; outbound freight, courier and customs clearance charges once goods have been dispatched; and customs duties or import taxes paid on international shipments. These represent real, non-recoverable costs paid to factories, freight forwarders and authorities on the Client's instruction.
For sourced, private-label and container-volume orders requiring a deposit, cancellation before production has commenced and before the deposit has been committed to factory or freight costs is refundable in full. Cancellation after production has commenced forfeits the portion of the deposit already committed to materials, production and supplier costs incurred up to that point, with any remaining balance refunded. We will provide a breakdown of costs incurred on request.
Pre-production samples, including our Overseas Product Sample Kit, requested to evaluate quality, materials or specification before committing to a case or container order are charged at cost and are non-refundable, as they are produced or sourced specifically for your evaluation. Sample charges may be credited against a subsequent case or container order at our discretion, where agreed at the time the sample is requested.
Exchanges for a different size, colour or variant of a warehoused stock item follow the same eligibility conditions as Clause 2 and are subject to stock availability. Exchanges are not available for sourced or private-label items once production has commenced, other than under the defect provisions in Clause 4.
For any refund, return or cancellation request, contact orbitcommerce.sourcing@gmail.com or call +6011-1200 6916, quoting your order reference. Our registered address is Lot 2F-33-35B, Level 2, IOI Mall Damansara, No. 2A, Persiaran Surian, Tropicana Indah, 47810 Petaling Jaya, Selangor, Malaysia.