MiiR Malaysia Payment, Returns, Refunds & Warranty Policy
Our online store, miirmalaysia.com, is operated by Vertex 10 Trading, MiiR’s authorised Malaysian distributor. For assistance with payments, orders, returns or warranty claims, email sales@vertex10.org.
1. Payments
Prices and payments are in Malaysian Ringgit (MYR), unless otherwise stated. Applicable taxes and delivery charges are displayed before you complete checkout.
Payments are processed through Razorpay or other authorized payment providers using the payment methods available at checkout. Full payment must be successfully confirmed before your order is dispatched. Your bank or payment provider may require additional authentication.
Please provide accurate billing, contact and delivery details.
If your account is debited but you do not receive an order confirmation, contact us with the transaction reference, payment date and amount so we can verify the payment before you try again. Never send us your card security code, banking password or one-time password.
If we cannot fulfil a paid order, we will notify you and refund the amount paid for the unfulfilled items, together with applicable delivery charges.
2. Order Cancellations and Return Eligibility
Contact us as soon as possible if you wish to cancel an order. Standard orders may be cancelled before dispatch. Once dispatched, orders cannot be cancelled simply because you no longer want the product.
We do not accept returns or exchanges for a change of mind, including preferences relating to colour, size or model where the correct item was supplied as ordered.
Personalised or engraved orders cannot be cancelled once customisation has begun.
These conditions do not affect your rights if a product is defective, damaged on delivery, incorrect, misdescribed, or does not match the agreed personalisation.
3. Lifetime Warranty
MiiR drinkware purchased from miirmalaysia.com or an authorised MiiR Malaysia seller is covered by a lifetime warranty against manufacturing defects in materials and workmanship under normal use and care.
· Warranty support in Malaysia is handled by Vertex10.
· The warranty covers manufacturing faults that affect the product’s function. It does not cover:
- Normal wear and tear.
- Cosmetic scratches, dents or stains arising from use.
- Accidental damage, misuse or unauthorised modifications.
- Damage caused by failing to follow the product’s care instructions.
- Personalised or engraved products remain covered for manufacturing defects unrelated to the personalisation
4. How to Make a Warranty Claim
· Email sales@vertex10.org and attach:
- Your receipt or proof of purchase and the date of purchase.
- Your order number, if available.
- A brief description of the issue.
- Clear photographs or a video showing the defect.
- If you received the product as a gift, provide any available purchase information so we can help verify it.
- We will first assess the information provided. If physical inspection or testing is required, we will provide return authorisation and instructions for sending the product to our designated Malaysian address.
· 5. Warranty Inspection and Courier Costs
You pay the courier cost of sending the product to Vertex 10 Trading. Vertex 10 Trading pays the courier cost of returning the assessed, repaired or replacement product to you within Malaysia. This applies even if the warranty claim is declined.
Where applicable Malaysian law requires Vertex10 to collect the goods or bear return costs, we will do so.
- Obtain return authorisation from us.
- Empty, clean and dry the product.
- Pack it securely with adequate cushioning.
- Use a tracked courier service and retain the receipt and tracking number.
- If inspection shows that the issue is not covered, we will explain our findings. Any chargeable repair or replacement requires your agreement before we proceed.
6. Resolving an Approved Warranty Claim
For a confirmed manufacturing defect, we will arrange an appropriate remedy, which may include repair, replacement of the affected component, or replacement of the product.
If the original model or colour is unavailable, we will discuss a comparable replacement with you. Where you are legally entitled to a refund or another remedy, those rights remain available.
7. Damage During Delivery or Incorrect Items
Please inspect your order promptly upon receipt. If your product arrives damaged or you receive an incorrect item, contact us as soon as possible, preferably within 48 hours of delivery.
Provide your receipt, purchase date and order number, together with clear photographs or a video showing:
- The damage or incorrect item.
- The condition of the outer parcel.
- The shipping label.
The internal packaging and cushioning. - Keep the product and all packaging until we confirm the next steps. If the parcel is visibly damaged when delivered, photograph it and ask the courier to record the damage where possible.
- An unboxing video is helpful but is not mandatory. Reporting after 48 hours does not automatically invalidate your claim or affect your statutory rights, although prompt reporting helps us investigate.
For confirmed damage during delivery arranged by us, or an incorrect item supplied by us, Vertex 10 Trading covers the necessary return or collection costs and replacement delivery costs.
We will arrange an appropriate replacement or refund, subject to your applicable consumer rights. You do not need to pursue the courier yourself.
Minor creasing or scuffing of packaging alone will not normally qualify for replacement if the product is undamaged. If presentation packaging was specifically included in your purchase and arrives materially damaged, please contact us.
8. Damage or Loss During a Return
Please pack all returned goods securely and retain the courier receipt and tracking details.
If your return parcel is damaged or lost in transit, contact us with the tracking details and any available photographs of the product and packaging before dispatch.
We will help investigate with the courier. Responsibility for transit damage or loss will depend on the circumstances, including the courier arrangements and adequacy of packaging.
Any transit damage will be assessed separately from the original warranty issue and will not automatically invalidate your original claim.
9. Refunds
Once a refund is approved and any required return or assessment is completed, we aim to initiate it within five business days and notify you by email.
Refunds will normally be issued to the original payment method. If that method cannot receive the refund, we will contact you to agree on a secure alternative after verifying the original payment.
The time taken for the refund to appear depends on your bank and payment provider. We will provide the available refund reference and assist with tracing it if there is a delay.
We do not deduct payment-gateway processing and transportation fees from approved customer refunds.
Where a refund is due because of an incorrect item supplied by us or confirmed delivery damage, it will include the amount paid for the affected items and applicable delivery charges.
10. Events Beyond Our Reasonable Control — Force Majeure
Vertex 10 Trading may be delayed in fulfilling orders, arranging deliveries, assessing warranty claims or providing replacements due to events beyond our reasonable control. These may include floods, natural disasters, war, government restrictions, widespread transport disruptions, or major utility or payment-system outages.
If your order or claim is affected, we will notify you as soon as reasonably possible, take reasonable steps to minimise the disruption, and provide an updated timeframe when available.
If we cannot fulfil your order within a reasonable period, we will contact you to arrange an alternative or cancellation and refund of the unfulfilled portion, including applicable delivery charges.
Refund processing may be delayed where banking or payment systems are affected, but any refund due remains payable.
This clause does not remove our responsibility to resolve an existing warranty claim or limit your rights under applicable Malaysian consumer protection laws.
11. Your Consumer Rights
This policy is additional to, and does not exclude or limit, your rights under applicable Malaysian consumer protection laws.
12. Contact Us
For payment, cancellation, return, refund or warranty assistance:
Vertex 10 Trading — MiiR Malaysia
Email: sales@vertex10.org
Website: miirmalaysia.com