Refund & Cancellation Policy

When to contact us

Contact support if you paid but did not receive a code, received an invalid code, received a package that materially differs from its description, or believe you were charged twice for the same purchase. Send your order reference, payment reference if available, account email and a description of the problem.

Do not send passwords, OTPs, full card details or your complete redemption code in an initial support message. We may request limited evidence through an appropriate channel to verify the issue.

Cancellation and change of mind

You may stop before submitting payment. If payment has already been submitted, contact us promptly; a closed checkout window is not proof of cancellation. Digital fulfilment can happen immediately after verification, so we cannot guarantee that a cancellation request will arrive before delivery.

For an unfulfilled or unused purchase, we will assess whether cancellation can be completed without leaving a usable code in circulation. A code that has been disclosed or redeemed is not normally refundable solely for a change of mind. This restriction does not apply where a remedy is required by law.

Investigation and remedy

We check payment status, delivery records and, where relevant, redemption evidence. Depending on the issue and your applicable rights, the remedy may be correcting delivery, replacing an invalid code, or refunding the affected amount. Contacting us promptly helps investigation but does not shorten a statutory claim period.

A failed or pending payment must be reconciled before another payment or refund is attempted. If the bank debited funds without a captured payment, we will help trace the payment or provider reversal. Do not initiate repeated checkouts to resolve the same debit.

Response and refund timing

We aim to acknowledge requests within 2 business days. We aim to decide the request or provide a substantive progress update within 7 business days after receiving the information needed to investigate. If the case needs more time, we will explain the delay and next steps.

Once a refund is approved, we will initiate it through the payment provider within 5 business days. Refunds go back to the original payment method; we do not redirect them to an unrelated bank account. We provide a refund reference when available.

The time for funds to appear depends on the payment method, issuing bank and provider. This bank-crediting period is separate from our initiation deadline. Contact support if the provider's stated timeframe has passed. Business days exclude weekends and applicable Malaysian public holidays.

After a refund

Any associated code may need to be disabled or the redeemed entitlement reversed as part of the remedy. We will explain the applicable steps. A refunded code is never returned to saleable inventory. Refund requests are reviewed by support; the website does not currently provide an automatic refund button.