Cancellation Policy – questretailh.com

Quest Retail Hub Sdn. Bhd. understands that customers may occasionally need to cancel an order. This Cancellation Policy explains when cancellation requests may be accepted and how they are handled.

Order Cancellation

Customers may request to cancel an order before it has been processed, packed, or dispatched.

To request a cancellation, please contact us as soon as possible and provide your order number and relevant order details.

Submitting a cancellation request does not automatically guarantee that the order can be cancelled. Once an order has entered the fulfilment or shipping process, cancellation may no longer be possible.

Orders Already Shipped

Orders that have already been dispatched cannot normally be cancelled.

If you no longer wish to keep an item after it has been shipped, you may need to receive the order first and then submit a return request in accordance with our applicable Return & Refund Policy.

Any return shipping costs may be borne by the customer unless the item is defective, incorrect, or otherwise covered under applicable consumer protection requirements.

Payment Refunds for Cancelled Orders

If a cancellation request is approved and payment has already been made, the refund will generally be processed using the original payment method.

Refund processing times may vary depending on the payment provider, bank, or payment method used.

Any transaction fees or charges that are non-refundable by the payment provider may be deducted from the refund where legally permitted and clearly applicable.

Promotional and Discounted Orders

Orders placed during promotions, clearance sales, special campaigns, or using discount codes may be subject to additional cancellation conditions.

Any specific conditions will be stated on the relevant promotion or offer where applicable.

Custom or Special Orders

Products that are specially ordered, customised, personalised, assembled specifically for the customer, or otherwise prepared according to individual requirements may not be eligible for cancellation once processing has begun.

Customers will be informed where special cancellation conditions apply.

Out-of-Stock or Unavailable Products

In the event that a purchased product becomes unavailable, discontinued, or cannot be fulfilled, we may cancel the affected item or order.

Where payment has already been received, the relevant amount will be refunded to the customer.

Cancellation by Quest Retail Hub

We reserve the right to cancel an order where reasonably necessary, including situations involving:

Product unavailability
Incorrect pricing or product information
Payment verification issues
Suspected fraudulent or unauthorised transactions
Delivery restrictions
Technical or system errors
Other circumstances that prevent us from fulfilling the order

If we cancel an order after payment has been received, we will arrange a refund for the cancelled amount.

Changes to an Order

If you wish to change an item, quantity, delivery address, or other order information, please contact us as soon as possible.

We will try to assist where possible, but changes cannot be guaranteed once an order has been processed or prepared for shipment.

Consumer Rights

Nothing in this Cancellation Policy is intended to limit any rights or remedies available to customers under applicable Malaysian consumer protection laws.