Dasar Pemulangan Produk

1. Purpose and Scope

This Returns Policy ("Policy") explains when a return or refund may be available for digital goods purchased from Karya (Company No. 1234567-X), trading as Karya ("we", "us", "our"), through our website at https://karya.rizen.space/ (the "Website").

This Policy applies to all purchases of digital goods that are delivered electronically and consumed, redeemed or rendered irreversible upon delivery, including (without limitation) e-codes, vouchers, gift cards, software licences, activation keys and prepaid top-up codes (collectively, "Digital Goods").

This Policy should be read together with our Terms and Conditions, our Privacy Policy and our Refund Policy, each of which forms part of the agreement between you and us. It is set out clearly and prominently, consistent with the duty of fair dealing under the Consumer Protection Act 1999, so that you can make an informed decision before completing a purchase.

1.1 Role of the Payment Processor

Payments made on the Website are processed by Bayarcash Sdn. Bhd. (Company No. 202201040365) of Kota Bharu, Kelantan, Malaysia, a payment gateway regulated under Malaysian law (the "Payment Processor"). The Payment Processor acts solely as an independent third-party provider of payment-processing services. It is not the seller, supplier, merchant of record or counterparty to any purchase, and it does not own, control or operate the Website.

Karya, and not the Payment Processor, is the seller of record and your sole counterparty in respect of any purchase, the supply of Digital Goods, and any return or refund. All questions concerning your order, delivery, returns or refunds must be directed to Karya in the first instance. The Payment Processor acts only as the conduit for collecting payment and returning any approved refund to your original payment method; it does not decide whether a return or refund is due.

2. Definitions

In this Policy:

3. General Rule: Digital Goods Are Non-Returnable Once Delivered

By their nature, Digital Goods are delivered electronically and are consumed, redeemed or rendered irreversible the moment they are delivered or revealed. Once a code, key, licence or voucher has been delivered or revealed to you, it cannot be returned, recalled, cancelled or re-sold.

Accordingly, all sales of Digital Goods are final and non-refundable once Delivery has occurred, except in the limited verified circumstances set out in Section 4 and except where a non-excludable right under applicable Malaysian law applies (see Section 8).

By completing a purchase, you expressly acknowledge and agree that:

• You request immediate Delivery of the Digital Goods;
• The Digital Goods are consumed or rendered irreversible upon Delivery; and
• Subject to Section 4 and Section 8, you lose any right to return the Digital Goods or obtain a refund once Delivery has occurred.

This general rule applies only to Digital Goods that have been correctly delivered and that match the goods you ordered. It does not deprive you of any remedy for goods that were not delivered, were delivered incorrectly, or were charged in error.

4. Limited Exceptions

Notwithstanding the general rule in Section 3, a Return and Refund may be granted only in the following verified circumstances:

No Return or Refund will be granted on any other basis, including (without limitation) change of mind, buyer's remorse, accidental purchase after Delivery, entry of an incorrect account, email or recipient details by you, dissatisfaction after redemption, or failure to read the product description before purchase.

Where Digital Goods are not delivered, are materially different from those described, or are faulty, we will, at our option and at our own cost, re-deliver the correct Digital Goods or issue a Refund. Eligibility is always subject to verification by us against our order and delivery records and, where relevant, to applicable Malaysian law.

5. How to Request a Return

All return requests must be submitted to us, not to the Payment Processor, which does not adjudicate the underlying sale of Digital Goods.

To submit a request:

1. Contact our support team at naz.fazriq@gmail.com within 14 days of the transaction date.
2. Provide your order number, the email or account used for the purchase, the transaction date, and a description of the issue.
3. Provide any supporting evidence we reasonably request (for example, a screenshot showing non-delivery, an invalid-code error, or a duplicate charge).

We will review each request against the limited exceptions in Section 4 and notify you of the outcome. We may decline a request that does not meet those criteria, that is submitted outside the 14-day window, or that relates to a Digital Good that has been correctly delivered and matches your order.

6. How Refunds Are Processed

Where a Refund is approved:

• The Refund will be made to the original payment method used for the transaction, processed through the Payment Processor;
• The amount refunded will be the eligible transaction amount; and
• The time taken for the refunded amount to appear in your account depends on your bank, card issuer or payment provider and the Payment Processor's settlement timelines, and is outside our control.

The Payment Processor acts only as the conduit for returning approved funds to your payment method. It does not decide whether a Refund is due; that determination is made by us in accordance with this Policy and applicable law.

7. Age and Eligibility

The Website and the purchase of Digital Goods are intended for persons who are at least 18 years of age and who have the legal capacity to enter into a binding contract under the Contracts Act 1950. If you are below the age of majority, you may transact only with the verifiable consent and supervision of a parent or legal guardian who agrees to be bound on your behalf.

We may, where required to comply with applicable law or the Payment Processor's requirements, request verification of your identity or age, including under the Anti-Money Laundering, Anti-Terrorism Financing and Proceeds of Unlawful Activities Act 2001 ("AMLA"), and may decline or cancel an order, and any related Return or Refund, where such verification is not satisfactorily provided or where a transaction is reasonably suspected to be fraudulent or unlawful.

8. Your Statutory Consumer Rights

This Policy is intended to operate alongside, and not in place of, your rights under Malaysian law.

Nothing in this Policy excludes or restricts any right under the Consumer Protection Act 1999 that cannot lawfully be excluded or restricted. Where you deal as a consumer, the statutory guarantees and implied terms under that Act — including in respect of goods that are not delivered or are not as described — continue to apply. The "all sales final" rule in Section 3 applies only to the extent permitted by law and only to Digital Goods that have been correctly delivered and match your order.

If you remain dissatisfied after exhausting our process, you may be entitled to refer your claim to the Tribunal for Consumer Claims Malaysia (Tribunal Tuntutan Pengguna Malaysia) or to such other body or court as the law provides. If there is any conflict between this Policy and a non-excludable provision of Malaysian law, that provision of law prevails to the extent of the conflict, and the remainder of this Policy continues in full force.

9. Data Protection

To process your purchase, deliver Digital Goods and handle returns, refunds and related verification, we collect and process your personal data and share the necessary data with the Payment Processor, Bayarcash Sdn. Bhd., in accordance with the Personal Data Protection Act 2010 ("PDPA"). This processing is described in full in our Privacy Policy, which you should read together with this Policy.

10. Governing Law and Amendments

This Policy is governed by and construed in accordance with the laws of Malaysia. You and we submit to the exclusive jurisdiction of the courts of Malaysia in respect of any dispute arising out of or in connection with this Policy, without prejudice to any non-excludable right of a consumer to refer a claim to the Tribunal for Consumer Claims Malaysia.

If any provision of this Policy is held to be invalid, unlawful or unenforceable, that provision is severed and the remaining provisions continue in full force and effect. We may amend this Policy from time to time by posting the updated Policy on the Website with a revised "lastUpdated" date, and your continued use of the Website or placing of further orders after such notice constitutes acceptance of the amended Policy.

11. Contact Information

For all return requests, refund requests and queries relating to your purchase of Digital Goods, please contact us first:

Karya (trading as Karya) —

For matters relating specifically to payment processing, the Website's payments are handled by the Payment Processor:

The Payment Processor processes payments only and is not the seller of the Digital Goods. All return, refund and goods-related queries must be directed to Karya in the first instance.