Refund & Returns Policy

1. No Return or Refund for Custom Orders

Avant Garde Vision specialises in customised gifts, merchandise, awards, plaques, packaging and other products produced according to each customer's specific requirements.

Once a custom order has been confirmed and production has started, the product cannot normally be resold to another customer. Therefore, custom-made and personalised products are not eligible for return, exchange or refund unless there is a verified issue attributable to Avant Garde Vision.

This includes products customised according to specifications such as:

• Customer or company names
• Logos and branding
• Engraving
• Printed wording or messages
• Custom colours
• Custom materials
• Product dimensions
• Quantity
• Packaging
• Artwork or design supplied by the customer
• Other customer-approved specifications

2. When a Return or Refund May Be Considered

We will review a return, replacement or refund request where the issue is reasonably attributable to Avant Garde Vision.

This may include:

• The wrong product was supplied
• The product arrived materially damaged
• The product has a verified manufacturing defect
• Customisation does not reasonably match the design or specifications approved by the customer
• An error was made by Avant Garde Vision during production

3. 7 Working Day Notification Period

Any claim relating to an eligible damaged, defective, incorrect or wrongly customised product must be reported to Avant Garde Vision within 7 working days from the date the product is received.

Customers should inspect their order as soon as reasonably possible after receiving it.

Requests submitted after the 7 working day notification period may not be accepted, except where otherwise required under applicable law or agreed by Avant Garde Vision.

4. You Must Contact Us Before Returning Anything

Customers must contact Avant Garde Vision before returning any product.

Please do not send or return a product directly to our premises without first receiving confirmation and instructions from our team.

Unauthorised returns may not be accepted or processed.

When contacting us, please provide:

• Your name
• Order number or order details
• Description of the issue
• Clear photographs of the product
• Photographs of any damaged packaging where relevant
• Video evidence where reasonably required

5. Change of Mind Is Not Eligible

We do not provide returns, exchanges or refunds for custom-made or personalised products simply because the customer changes their mind after confirming the order.

This includes circumstances such as:

• Customer no longer requires the product
• Customer changes the event or intended use
• Customer changes preferred colour or design
• Customer changes required quantity
• Customer selects an incorrect option
• Customer later prefers a different product, size, material or style

6. Customer-Approved Designs and Information

Customers are responsible for checking all artwork, wording, spelling, names, logos, quantities and other specifications before providing final approval.

If the final product reasonably follows the design or specifications approved by the customer, a return or refund will not normally be available for errors that existed in the approved information.

Examples include:

• Incorrect spelling approved by the customer
• Incorrect name supplied by the customer
• Incorrect logo or artwork supplied by the customer
• Incorrect quantity requested by the customer
• Design or colour approved by the customer
• Incorrect or incomplete information supplied by the customer

7. Minor Variations Are Not Considered Defects

Due to the nature of customised production, certain minor variations may occur between samples, digital previews and completed products.

Reasonable variations in colour, texture, material, wood grain, printing, engraving, positioning, finishing or appearance may occur due to production methods, natural materials, lighting and differences between screen displays.

Such minor variations will not normally qualify as defects or grounds for a return or refund.

8. Deposits and Custom Production Costs

Certain orders may require a deposit before design work, material sourcing, preparation or production begins.

Once work has commenced or costs have been incurred for the customer's custom order, deposits and payments may be non-refundable if the customer chooses to cancel the order.

Any applicable payment terms will be communicated through the quotation, order confirmation or communication with our team.

9. Order Cancellation

If you wish to cancel an order, please contact us immediately.

Cancellation is subject to the current stage of the order. Once artwork preparation, material sourcing, customisation or production has begun, cancellation may no longer be possible and payments already made may not be refundable.

10. Approved Returns

If Avant Garde Vision determines that a product is eligible for return, our team will provide instructions on how the item should be returned.

Unless otherwise instructed, the product should be kept in its original condition together with any packaging, accessories and supporting items received with the order.

The customer should not dispose of or alter the affected product before the claim has been reviewed.

11. Resolution of Eligible Claims

Where Avant Garde Vision verifies that an issue is attributable to us, we will determine an appropriate resolution based on the nature of the issue.

The resolution may include:

• Correction
• Repair
• Replacement
• Reproduction of the affected product
• Partial refund
• Full refund where appropriate
• Another mutually agreed resolution

12. Contact Us for Any Return or Refund Request

All refund, return, replacement, damaged product or order issue enquiries must first be referred to Avant Garde Vision.

Please contact our team and allow us to review your order before taking any further action.

13. Applicable Consumer Rights

Nothing in this policy is intended to exclude or limit any consumer rights or remedies that cannot legally be excluded under applicable Malaysian law.

14. Changes to This Policy

Avant Garde Vision may update this Refund & Returns Policy from time to time to reflect changes to our products, services, business practices or applicable requirements.

The latest version will be published on this website.