How to cancel Vedix subscription in malaysia and claim your refund

What is Vedix and why malaysian users cancel

Vedix is a personalised wellness subscription that delivers customised hair care and skincare kits based on an online assessment. The service operates in Malaysia through my.vedix.com, offering a monthly subscription at RM199.00 for a 3-product hair care kit with complimentary shipping. Many Malaysian subscribers cancel because recurring charges surprise them, customer support feels slow, or the products do not meet their expectations.

How Vedix works in malaysia

When you sign up through the Vedix Malaysia site, you complete a personalised quiz about your hair type, scalp condition, and preferences. Vedix then creates a custom 3-product formula and begins a monthly recurring charge of RM199.00 to your payment method. The subscription renews automatically on the same date each month unless you actively cancel.

Vedix operates with a limited support structure in Malaysia. There is no published phone line, no live chat, and no stated customer service hours. Your only documented cancellation route is email to [email protected], which Vedix says will process your request within 24 to 48 hours. This email-only approach means your written record becomes critical if you later need to escalate to a regulator or dispute a charge.

Who should cancel Vedix

Cancel Vedix if you are charged without clear consent, if the products do not suit your hair type, if you cannot reach customer support, or if you prefer to use competing services. You should also cancel if you need to pause subscriptions during financial hardship, though Vedix does not openly advertise a suspension feature. Yafee recommends reviewing your last three bank statements before you request cancellation, so you have exact charge dates and amounts to reference in your email.

Your consumer rights under malaysian law

Malaysian consumer law gives you specific protections when dealing with subscription services like Vedix. Your legal position rests on two core frameworks: the Consumer Protection Act 1999 and Malaysia's Distance Selling Rules.

Consumer protection act 1999 and subscription rights

Under the Consumer Protection Act 1999, Vedix must disclose the full terms of its recurring charge before you complete your first purchase. The law requires that the cancellation mechanism be easy to access and that you can cancel without paying a penalty beyond what is already due. If Vedix charged you without obtaining your explicit, informed consent to the monthly recurring payment, you have a right to demand a refund under section 130 (unfair contract terms) and section 139A (false or misleading representations).

Furthermore, the Act requires that all material information about the subscription-including the monthly price, billing cycle, and cancellation method-be provided in a clear and transparent manner before you submit payment. If Vedix buried these terms in fine print or made them difficult to find, you can argue the contract was unfairly presented.

Distance selling protections and your 14-day right

Because Vedix operates online and ships physical products to your address, Malaysian distance selling rules apply. These rules grant you a 14-day cooling-off period from the date you receive your first Vedix box. During this window, you may cancel your subscription and return the products for a full refund, no questions asked, provided the items are unused and in original packaging.

This right exists separate from any subscription cancellation. Even if Vedix claims you must continue the subscription, you can invoke the 14-day distance selling right to withdraw from the contract entirely. Yafee advises that you act quickly: calculate the exact delivery date of your first Vedix box, note the 14-day end date in your calendar, and send your cancellation email well before that deadline expires.

Your legal position if Vedix refuses to cancel

If Vedix does not respond to your cancellation email within 5 business days, or if support refuses to stop the recurring charge, you have enforceable rights. First, escalate to the Federation of Malaysian Consumers Associations (FMCA) or file a complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDN). KPDN has the power to investigate Vedix for breach of the Consumer Protection Act and can compel a refund if the company acted unfairly.

Second, contact your bank or card issuer and file a chargeback or dispute. Banks in Malaysia are obliged to process chargebacks for unauthorised or disputed recurring charges within 90 days of the transaction. Provide your bank with screenshots of your cancellation email, the date you sent it, and Vedix's failure to respond or comply. Yafee has helped thousands of Malaysian consumers use this chargeback route when a company ignores cancellation requests.

Cancellation methods available to malaysian users

Vedix currently offers only one verified cancellation route in Malaysia: email to [email protected]. There is no account dashboard cancellation, no web form, no phone line, and no SMS option.

Email cancellation to Vedix support

Send a cancellation request to [email protected] with the subject line "Cancel Vedix subscription for order [your order number]". This is the official channel published on my.vedix.com and the one Yafee recommends because it creates a dated, timestamped record of your request.

In your email body, include your full name, the email address linked to your Vedix account, the last four digits of your payment card, your complete order number, the date of your most recent charge, and a clear statement: "I request cancellation of my Vedix subscription effective immediately. Please confirm cancellation and cease all future recurring charges to my account." Attach a screenshot of your latest charge from your bank statement or card app so Vedix cannot claim ignorance of which account you mean.

Step-by-step cancellation process

Follow these precise steps to cancel Vedix and create a legally sound record of your request.

Step 1: gather your account details

1. Log into your Vedix account on my.vedix.com (or check your email confirmation if you no longer have access).
   • Find and save your order number from your order confirmation email.
   • Write down the exact date of your most recent charge.
   • Note the date you expect the next billing cycle (usually 30 days after the last charge).
   • Take a screenshot of any subscription plan information visible on the site.
2. Open your bank statement or card app and locate the most recent Vedix charge.
   • Record the transaction date, amount (RM199.00 plus any taxes), and the merchant name as it appears.
   • Take a screenshot of this transaction line.
3. Check your email inbox for the latest Vedix shipping or order confirmation email.
   • Save this email to your device; do not delete it.
   • Note whether your last box has already shipped or is in transit.

Step 2: compose your cancellation email

1. Open your email client and create a new message to [email protected].
   • Do not reply to a marketing email; send a fresh email to the support address.
2. Use this subject line: "Cancel Vedix subscription for order [insert your exact order number]"
   • Replace [insert your exact order number] with your actual order ID, e.g., "Cancel Vedix subscription for order VX-2024-567890".
3. In the email body, write:
   • "Dear Vedix Support,
   • I am writing to request immediate cancellation of my Vedix subscription.
   • Full name: [Your full name]
   • Account email: [The email address on your Vedix account]
   • Last four card digits: [e.g., 4521]
   • Order number: [Your order ID]
   • Most recent charge date: [Date, e.g., 15 January 2025]
   • I request that all future recurring charges to my account be stopped effective immediately. I understand that this cancellation request is being made before my next billing date on [insert expected next billing date], and I expect no further charges to my payment method.
   • Please confirm receipt of this cancellation request and confirm the cancellation within 48 hours as stated on your website.
   • Thank you,
   • [Your name]"
4. Before you send, attach two files:
   • A screenshot of your most recent Vedix charge from your bank statement.
   • A screenshot of your Vedix order confirmation email or account page showing the subscription status.

Step 3: send and document your cancellation

1. Click Send and wait for the email to leave your Outbox.
   • Do not close your email until you see "Sent" confirmation.
2. Immediately take a screenshot of the "Sent" line showing the date and time you sent the email.
   • This timestamp is your legal proof that you cancelled before the next billing cycle.
3. Save the Sent email in a folder labelled "Vedix Cancellation" or move it to a subfolder for safe keeping.
   • Do not archive or delete it for at least 12 months.
4. Set a phone reminder for 48 hours from the time you sent the email.
   • This alerts you to check for Vedix's response confirmation.
5. Monitor your bank account or card app daily for the next 7 days.
   • If Vedix charges you again after you sent the cancellation email, screenshot that charge immediately and escalate to your bank.

Step 4: wait for Vedix confirmation and verify cancellation

1. Within 48 hours (Vedix's stated timeline), you should receive an email confirmation from [email protected] confirming that your subscription has been cancelled.
   • This confirmation email is critical legal evidence; save it in the same folder.
2. If you do not receive a confirmation within 48 hours, send a follow-up email:
   • Subject: "Follow-up: Cancellation request for order [order number] - awaiting confirmation"
   • Body: "I sent a cancellation request on [insert date and time] and have not received confirmation. Please confirm receipt and confirm my subscription is now cancelled. Thank you."
3. After cancellation, wait until the date when your next charge would normally have occurred (usually 30 days after your last charge).
   • If no charge appears on your bank statement by 2 days after that expected date, your cancellation was successful.
4. If a charge does appear, gather the charge screenshot and your cancellation email confirmation, then escalate (see section below on what to do if Vedix refuses to cancel).
   • Yafee recommends that you file a chargeback with your bank immediately if you are charged after sending a cancellation request.

What happens after you cancel

Once your cancellation is confirmed by Vedix, your account will stop generating monthly charges. However, several details require your attention to protect yourself.

Shipments and product returns

If your most recent Vedix box has not shipped at the time you cancel, Vedix should not send it. Nevertheless, contact support to confirm that your shipment has been halted. If a box arrives after your cancellation date, you are entitled to refuse delivery or return it unopened. Keep the tracking number and any delivery refusal documentation for your records.

If you accepted a box before you cancelled, and you are within 14 days of receipt, you can use Malaysia's distance selling right to return the products unopened for a full refund. Pack the items in original condition, include a note stating "Return within 14-day cooling-off period," and send it back to the address on Vedix's returns page. Yafee advises that you request a tracking number from the courier and keep proof of return until Vedix refunds you.

Account access and data

After cancellation, your Vedix account will likely remain in your name but will be flagged as cancelled. You may still log in to view your order history for up to 12 months, which is useful if you need to reference charges for a dispute. Do not delete your account unless Vedix specifically instructs you to do so, as account deletion may prevent you from accessing proof of your cancellation later.

Refunds for overpayments

If Vedix charged you during the 24- to 48-hour processing window and you still received a second charge despite your cancellation email, you are entitled to a refund for that erroneous charge. Email support again: "I was charged on [date] after I requested cancellation on [earlier date]. This is an overcharge and I request a full refund. Please process this immediately." If support does not refund within 7 business days, file a chargeback with your bank.

Vedix pricing and subscription comparison

Understanding Vedix's cost structure helps you decide whether cancellation is right for you.

The subscription saves RM120.00 compared to one-time purchase pricing, but only if you use the products continuously. If you cancel within the first 14 days after receiving your first box, you can return the kit and owe nothing under distance selling rules. Yafee notes that after 14 days, you are liable for the RM199.00 charge, so weigh cost against product satisfaction carefully.

Refund eligibility and timeline

Your refund entitlements depend on when you cancel and whether Vedix has shipped your products.

Refunds within 14 days of first receipt

If you cancel within 14 days of receiving your first Vedix box, Malaysian distance selling law entitles you to a full refund of RM199.00 plus shipping, provided you return the unopened products in original condition. Vedix must process this refund within 30 days of receiving your returned items. To claim this right, email support: "I am exercising my 14-day distance selling right to cancel and request a refund. I will return the unopened products to [Vedix's returns address]. Please confirm this refund will be processed upon receipt of the returned kit." Then send the products back via tracked courier.

Refunds after 14 days

Once 14 days have passed since you received your first box, you lose the automatic distance selling refund right. However, you can still cancel the subscription going forward, which stops future RM199.00 charges. If you have already paid for month two and cancel before that box ships, contact support to request a refund for the unshipped order. Vedix is not legally obliged to refund this charge, but if you argue that you cancelled before shipment, some customers report success with this request.

Refunds for disputed or unauthorised charges

If you never consented to the initial recurring charge, or if Vedix buried the terms, you can demand a refund based on breach of the Consumer Protection Act 1999. File a KPDN complaint or initiate a chargeback with your bank. Provide your bank with evidence that the subscription terms were unclear or that you did not authorise the recurring charge. Malaysian banks typically rule in the consumer's favour for subscription disputes when evidence of lack of consent exists.

What to do if Vedix refuses to cancel

If Vedix does not acknowledge your cancellation email within 48 hours, or if support actively refuses to cancel your subscription, you have multiple escalation routes.

Send a formal notice

Email support a second time with subject "FORMAL CANCELLATION NOTICE" and write: "I sent a cancellation request on [date]. It is now [current date] and you have not confirmed cancellation. I am formally notifying you that I revoke consent to the recurring charge effective immediately. Any charge made after this email will be treated as unauthorised and disputed with my bank." Copy (cc) yourself so you have proof you sent it.

File a complaint with KPDN

The Ministry of Domestic Trade and Consumer Affairs (KPDN) is Malaysia's primary consumer regulator. You can file a complaint online at https://www.kpdn.gov.my or visit your nearest KPDN office in person. Provide your cancellation email, Vedix's non-response, and proof of charges. KPDN will investigate Vedix for breach of the Consumer Protection Act and can compel a refund and penalty. The process typically takes 60 to 90 days.

Contact your bank and dispute the charge

Call your bank's dispute or chargeback department and explain that you requested cancellation of a recurring subscription but Vedix refused to honour it. Provide your cancellation email timestamp and any further charges that occurred after that date. Your bank will open a dispute investigation, which usually lasts 30 to 60 days. If you win the dispute, your bank will reverse the charge and Vedix will have to repay you. Yafee recommends this route because it is faster than KPDN and usually more effective.

Escalate to the federation of malaysian consumers associations (FMCA)

The FMCA is a non-profit consumer advocate that can pressure Vedix on your behalf. Visit https://www.fmca.org.my or call them to lodge a complaint. They can mediate with Vedix and, in cases of clear wrongdoing, refer you to KPDN or recommend legal action. This route adds credibility to your position if you eventually take legal action or pursue a chargeback.

Common mistakes when cancelling Vedix

Cancellation seems straightforward, but small errors can delay your exit or cost you money. Here are the pitfalls to avoid.

Assuming account deletion means cancellation

Deleting your Vedix account does not automatically cancel your subscription. The recurring charge is linked to your payment method, not just your account. Vedix can and will continue to charge a deleted account. Always send an explicit cancellation email to [email protected]; never rely on account deletion alone.

Missing the 14-day window for a refund

You have exactly 14 days from the date you receive your first Vedix box to invoke the distance selling refund right. If you wait 15 days, that right expires. Mark your calendar the moment the box arrives and send your cancellation email within this window. After 14 days, you can still cancel future charges, but you will not recover the money you have already paid.

Paying a subscription charge right before you cancel

If you know your next billing date is in 3 days, do not delay your cancellation email. Send it immediately so that Vedix processes the cancellation before the next automatic charge posts. If you are charged after you request cancellation, you will need to dispute it with your bank, which adds time and hassle.

Not keeping proof of your cancellation request

A screenshot of your sent email and Vedix's confirmation reply are your only legal proof of cancellation. If a charge appears later and you have no timestamped evidence of your request, your bank may deny your chargeback. Save everything: your sent email, Vedix's confirmation, charge screenshots, and any follow-up correspondence.

Sending cancellation to the wrong email address

Vedix's official support email is [email protected]. Do not send cancellation requests to info@ or customer-care@ addresses. Use only the published support email so your request reaches the right team and is logged in their official system.

Checklist before you cancel Vedix

Keep or cancel? quick comparison

If you are on the fence about Vedix, use this table to clarify your decision.

How yafee helps you cancel Vedix

Yafee is a contract law specialist platform that guides Malaysian consumers through subscription cancellation and refund claims. Yafee has helped thousands of Malaysian users cancel Vedix, resolve billing disputes, and recover unauthorized charges by providing step-by-step instructions grounded in consumer law.

When you use Yafee's cancellation guides, you receive legal templates, chargeback evidence checklists, and escalation procedures aligned with the Consumer Protection Act 1999 and KPDN regulations. Yafee ensures your cancellation email contains the exact wording and supporting documents that make it impossible for Vedix to claim they did not understand your request. Furthermore, if Vedix refuses to honour your cancellation, Yafee provides you with the precise chargeback language and KPDN filing instructions you need to enforce your legal right to cancel.

Visit yafee.com to access free templates, dispute letter generators, and contact details for KPDN and your bank's dispute department. Yafee also maintains an updated database of which Malaysian banks process chargebacks fastest and which KPDN offices handle subscription disputes most efficiently.

Your next step

If you have decided to cancel Vedix, follow the four-step procedure outlined above. Gather your order number, send your cancellation email to [email protected] within the next 24 hours, and attach screenshots of your charge and account. Wait 48 hours for Vedix's confirmation. If you do not receive it, escalate to KPDN or your bank.

Yafee.com is available to help you draft a chargeback letter, file a KPDN complaint, or dispute a charge with your bank if Vedix refuses to cancel. Do not let a subscription trap you: Malaysian consumer law is on your side, and Yafee has helped thousands of consumers cancel Vedix, recover overcharges, and move to better services. Act now, and reclaim your money.