Effective Date: 14 March 2025

This No Refund Policy ("Policy") outlines the terms and conditions regarding the non-refundable nature of all goods sold via SIMPEL, which is owned and operated by Velocity Direct Sdn Bhd ("Velocity Direct"). Velocity Direct serves as the financier and seller of the goods listed on the SIMPEL platform.

LINECLEAR is the designated shipping company for all goods sold on SIMPEL. By purchasing goods through SIMPEL, customers agree to abide by this Policy.

Goods Definition:-

Goods generally refer to tangible, movable property that can be bought and sold. They include:

• Consumer Goods: Items purchased for personal use, such as handphones, electronics, clothing, and appliances.
• Durable Goods: Products designed to last a long time, like vehicles, furniture, and machinery.

1. Scope of Policy

This Policy applies to all goods sold on the SIMPEL platform, including but not limited to:

• Consumer electronics (e.g., smartphones, laptops, tablets, and accessories)
• Vehicles (e.g., cars, motorcycles, bicycles, electric scooters)
• Any other goods listed for sale on SIMPEL, whether physical or digital, that comply with SIMPEL’s terms and conditions.

This policy governs the sale, listing, and compliance of all goods available on the platform to ensure safety, quality, and adherence to regulatory standards.

2. No Refund Policy Statement

All purchases made through SIMPEL are final and non-refundable, subject to the exceptions outlined in Section 4 of this Policy. Once a purchase is confirmed and financed by Velocity Direct, the customer cannot request a refund, whether for a change of mind, incorrect order placement, or other personal reasons.

3. Legal Compliance with Malaysian Laws

This Policy complies with the Consumer Protection Act 1999 (CPA 1999) and the Sale of Goods Act 1957 (SOGA 1957). Under Malaysian law:

• Sellers are not required to provide refunds unless goods are defective or fail to meet the agreed description or purpose.
• Buyers are responsible for verifying the specifications, quality, and suitability of the product before purchase.
• Financing agreements with Velocity Direct are legally binding, and payment obligations remain enforceable even in cases of dissatisfaction with the product.

4. Exceptions to the No Refund Policy

Refunds may be considered under the following circumstances:

4.1 Defective or Faulty Products

• If the item is defective upon arrival, the customer must report the defect within 48 hours of delivery.
• Customers must provide photo/video evidence of the defect and submit a claim via SIMPEL’s customer support.
• Velocity Direct Sdn Bhd will determine if the defect qualifies for a replacement  instead of a refund.
• Velocity Direct has the sole discretion and the final decision on the matter

4.2 Wrong or Missing Items

• If the received item is not as described or incorrect, the customer must notify SIMPEL within 3 business days of receiving the product.
• Upon verification, Velocity Direct will offer an exchange, depending on stock availability.
• Velocity Direct has the sole discretion and the final decision on the matter

4.3 Non-Delivery of Items

• If an order is not delivered within the expected timeframe, customers may request a resolution via SIMPEL’s dispute resolution process.
• Refunds may be considered if Velocity Direct fails to ship the item without valid reason or if the item cannot be delivered after a prolonged period due to valid and acceptable reasons.
• Velocity Direct has the sole discretion and the final decision on the matter.

5. Financing Obligations with Velocity Direct

All customers purchasing through Velocity Direct are required to finance their purchase via Velocity Direct Sdn Berhad, as alternative payment methods are not available. Customers must continue making payments as per the financing agreement, regardless of product satisfaction. Failure to make payments may result in:

• Legal action under Malaysian financial regulations.
• Reporting to credit bureaus, which may affect future financing eligibility.

6. Warranty and After-Sales Support

• Warranty coverage may vary by product and is provided by Velocity Direct or the manufacturer.
• Warranty claims must be made directly with Velocity Direct or the respective manufacturer.
• Customers should review product warranty terms before purchase.

7. Dispute Resolution

In the event of a dispute:

• Customers may raise complaints via SIMPEL customer support.
• Disputes will be reviewed based on provided evidence, communication logs, and Velocity Direct’s policies.
• If unresolved, disputes may be escalated to the Malaysian Consumer Tribunal under CPA 1999.

8. Amendments to the Policy

Velocity Direct reserves the right to amend this Policy at any time. Updated policies will be posted on the SIMPEL platform and will take effect immediately upon publication.

9. Contact Information

For further inquiries or support, please contact:

• Velocity Direct Sdn Bhd Financing Support: [email protected]

By completing a purchase on SIMPEL, the customer acknowledges and agrees to this No Refund Policy.