Last Modified: 3 November 2025
At Vaynera, we are committed to delivering a fast, reliable, and transparent shopping experience for customers across Malaysia. This policy outlines our shipping standards, return and refund process, and compensation commitments.
1. Shipping Coverage & Delivery Time
1.1 Local Delivery (Malaysia)
All orders placed on Vaynera are fulfilled through local delivery within Malaysia.
- Estimated delivery time:
24 – 48 hours for most West Malaysia locations - East Malaysia delivery times may vary depending on destination
Delivery timelines are calculated from the moment an order is successfully processed and dispatched.
2. Courier Partners
To ensure fast and reliable delivery, Vaynera works exclusively with Malaysia’s leading courier providers, selected based on:
- Nationwide coverage
- Delivery speed
- Reliability and tracking performance
For operational efficiency and service consistency:
- Courier selection is managed by Vaynera
- Customers cannot manually select courier services
This allows us to maintain delivery standards and accountability across all orders.
3. Delivery Delay Compensation
We take delivery commitments seriously.
If a confirmed local order exceeds the stated delivery timeframe due to courier-related delays, Vaynera offers compensation in accordance with the following:
- Up to 3× compensation (based on product value or platform credit)
- Compensation method may include refund, store credit, or partial reimbursement
- Applicable only to eligible orders verified by our support team
This commitment reflects our confidence in our logistics partners and our responsibility to customers.
4. Damaged or Defective Items
If your order arrives damaged, defective, or unusable, you are protected.
What to do:
- Report the issue within 7 days of delivery
- Provide clear photos or videos as evidence
Our commitment:
- Verified cases may qualify for up to 3× compensation
- Resolution options may include replacement, refund, or platform credit
5. Return Policy
Certain items may be eligible for return if:
- The item received is incorrect
- The product is significantly different from the description
- The item arrives damaged or defective
Return instructions will be provided after your request is reviewed.
Returned items must be:
- In original condition
- Unused and with original packaging (where applicable)
6. Refund Policy
Refunds may be issued under eligible scenarios, including:
- Item not received
- Item damaged or defective
- Incorrect item delivered
Refund Process
- Submit a request via your Vaynera account or customer support
- Provide supporting evidence
- Request is reviewed fairly and transparently
- Approved refunds are processed to the original payment method
Refund processing time depends on the payment provider.
7. Non-Eligible Cases
Refunds or compensation may not apply if:
- Damage is caused by misuse or improper handling
- Requests are submitted outside the eligible time window
- Items are marked as final sale or non-returnable
8. Fair Use & Fraud Prevention
To protect all customers and sellers, Vaynera reserves the right to:
- Investigate suspicious claims
- Decline abusive or fraudulent requests
- Suspend accounts involved in repeated policy abuse
All decisions are made with fairness and transparency.
9. Our Promise to Customers
Vaynera is built on trust, accountability, and customer protection.
By managing logistics centrally, partnering with reliable couriers, and offering clear compensation policies, we aim to deliver a shopping experience that customers can rely on with confidence.
10. Contact Us
For shipping, return, refund, or compensation inquiries, please contact:
Vaynera Customer Support
📧 Email: server@vaynera.com