Refund and Returns Policy
Effective date: 2026-10-13. This Refund and Returns Policy applies to Brandora Creative Sdn. Bhd. (202601038503 / 1700598-W) ("we", "us"), operating in Malaysia, registered at SS-02-20, Skypod Square, Persiaran Puchong Jaya Selatan, Puchong Jaya, 47100 Puchong, Selangor. Questions: [email protected] or +60 17-545 6306.
Digital items and posted items are handled differently. The first part of this policy covers digital items and the second covers items we post.
Digital Items
Digital items (files, downloads and other work we send by email) are delivered by email, so there is nothing to send back. Because a file can be copied once it has been delivered, we generally cannot refund a digital item after it has been delivered, except when:
- a file is corrupted, incomplete or will not open, and we cannot fix it or send a working copy
- the product is not as described on its product page
- you were charged more than once for the same order
- we are unable to deliver your purchase
To ask, contact Brandora Creative Sdn. Bhd. (202601038503 / 1700598-W) at [email protected] or +60 17-545 6306 within 7 days of delivery. Quote your order reference and tell us what is wrong, with a screenshot if you can. Approved refunds for digital items are issued within 7–14 working days, using the same arrangement you paid by.
We cannot normally refund a digital item bought by mistake after it has been delivered, one that simply is not suitable for what you planned where it matches its description, or a licence that has been shared, resold or misused in breach of our terms.
Posted Items
The rest of this policy covers items we post to you.
Returns Window
You may request a return within 7 days of receiving your item, provided it is unused, in its original condition and original packaging, and you can show proof of purchase.
How to Return
Contact Brandora Creative Sdn. Bhd. (202601038503 / 1700598-W) at [email protected] or +60 17-545 6306 with your order details to arrange a return. Please do not send anything back before we have confirmed it, as we cannot process a return we are not expecting.
Faulty or Incorrect Items
If an item arrives faulty or damaged, or is not what you ordered, contact us within 7 days of delivery with photographs or a short video. Where we confirm the fault, we will replace or refund the item and we cover the return shipping.
Refunds
Approved refunds are issued within 7–14 working days of us receiving and inspecting the returned item, using the same arrangement you paid by. Original shipping charges are refunded only where the return is due to our error.
Return Shipping
Return postage is at your own cost unless the item was faulty, damaged, or sent in error. We recommend a trackable service, as we cannot refund a return that does not reach us.
Non-Returnable Items
The following cannot normally be returned:
- items damaged through misuse, accident or unauthorised modification
- items returned without their original packaging or accessories
- software, or any item whose seal protects licensed content, once that seal is broken
- clearance items and special orders placed specifically for you