REFUND, REPLACEMENT, CANCELLATION AND RETURN POLICY

We recognize that circumstances may occasionally require you to:

• return products and receive replacements;
• cancel platform orders, return products, and receive refunds; or
• cancel platform orders and receive refunds.

This policy details the procedures, guidelines, and terms governing requests for:

• product returns;
• product replacements;
• order cancellations; and
• refunds.

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PRODUCT RETURN PROCEDURES

1.1 Products Ineligible for Return

Based on product type, DGBS X may be unable to accommodate returns. Examples of non-returnable items include:

• (a) undergarments, brassieres, and lingerie items;
• (b) expired vouchers;
• (c) electronic devices and products with one or more completed installment payments;
• (d) high-value electronic devices and products;
• (e) vehicles with one or more completed installment payments;
• (f) handbags and designer items with one or more completed installment payments;
• (g) any products with one or more completed installment payments;
• (h) any products designated as non-returnable on DGBS X's platform;
• (i) training programs and courses are non-returnable once a user has participated in any class or program;
• (j) no refunds will be provided for attended training or programs.

Please note this list provides examples only and is not comprehensive.

1.2 Acceptable Return Circumstances

Products may be returned under these circumstances:

• (a) damaged products;
• (b) non-operational products;
• (c) malfunctioning products;
• (d) defective products.

1.3 Return Requirements

• (a) All products must be returned in original packaging (including all accessories, tags, documentation, and authenticity cards), original condition, unopened, and unused.
• (b) Delivery costs for returning products shall be borne by you without reimbursement.
• (c) Returns resulting from your inaccuracies or omissions may face refusal or incur additional charges.

1.4 Return Request Process

• (a) You must submit a written request to dgbsx@dgbsx.com.my providing details and reasons for return within three (3) working days following product receipt ("Initial Return Request"). Claims or requests made after this three (3) working day period will not be considered.
• (b) Upon DGBS X approval of the Initial Return Request, DGBS X will notify you to return the product. You must return the product to DGBS X's office at 43, Jalan Basco Kepayang 1, Kampung Kepayang, 31400 Ipoh, Perak within three (3) calendar days of receiving approval notification from DGBS X for the Initial Return Request. Products shall be addressed to the Customer Service Department and include your Customer Number (C/N) and Delivery Order (DO) Number.
• (c) Upon product receipt, DGBS X and/or DGBS X's Merchant will inspect and test the product according to your complaint. Assessment and assessment results remain entirely at DGBS X's discretion. If your described complaint is determined valid in DGBS X's absolute opinion, DGBS X will inform you and direct strategic partners/merchants to deliver replacement products or process refunds should replacements prove unavailable. If DGBS X's merchant refuses product replacement or refund, any claims must be brought by you directly with DGBS X's merchant, with DGBS X bearing no obligations towards you.

NOTE: for replacement and refund information, refer to sections 2 and 4 below.

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PRODUCT REPLACEMENT PROCEDURES

2.1 DGBS X's merchant will dispatch replacement products to you if your complaint is validated as per section 1.4(c) above.

2.2 Replacement products will match the original product's description and specifications.

2.3 If replacement products are unavailable due to stock limitations or other reasons, you may choose to receive refunds instead, subject to DGBS X's satisfaction of section 1.3(a) above.

NOTE: for refund information, refer to section 4 below.

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ORDER CANCELLATION

3.1 We recognize that circumstances may occasionally necessitate canceling your platform purchase.

3.2 You may cancel platform orders for any reason, subject to the following terms and conditions.

3.3 Cancellation Request Process

• (a) You must submit written requests with your credit card number, cardholder name, order number, purchase date, and order payment amount to dgbsx@dgbsx.com.my to cancel orders within three (3) working days from purchase date.
• (b) Upon receiving your cancellation request, DGBS X will provide a cancellation form. You will be charged a cancellation fee of RM200.00 per transaction / per order you wish to cancel.
• (c) You must complete the cancellation form and return it to DGBS X via email.
• (d) Upon receiving your completed cancellation form and cancellation fee, DGBS X will process your cancellation request.
• (e) You must return delivered products according to section 1 above.
• (f) DGBS X and your relevant Bank will notify you that your cancellation request has been received and is being processed.

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REFUND PROCEDURES

4.1 You may receive refunds at DGBS X's sole discretion if DGBS X, DGBS X's merchant, and the Bank are satisfied that product return has been completed per section 1 above.

4.2 DGBS X will provide refund request forms. You will be required to complete refund request forms and return completed forms to DGBS X via email.

4.3 Upon receiving completed refund request forms, DGBS X, DGBS X's merchant, and/or the Bank will require approximately fourteen (14) to thirty (30) working days to review and process requests.

4.4 Once DGBS X, DGBS X's merchant, and the Bank approve refund requests, the Bank will typically require approximately thirty (30) to sixty (60) working days or alternative timeframes according to the Bank's policies and timeframes to process and approve refunds.

4.5 If DGBS X, DGBS X's merchant, and the Bank approve refunds, refunds will be processed and credited to your credit card account or payment method used for purchases, or credited through alternative methods according to the Bank's and Financial Institution's policies.

4.6 Please note that ultimately, refund approval remains subject to the relevant Bank's discretion. DGBS X and DGBS X's merchant also reserve rights to disapprove refund requests not meeting eligibility criteria or deemed invalid based on their assessment.

4.7 Costs for product returns and other incidental costs you incur during the process will not be reimbursed or refunded.

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FREQUENTLY ASKED QUESTIONS