Cancellations and refunds
The store decides cancellations, returns and refunds, under its own policy and Malaysian consumer law. Gerai Digital isn't the seller and can't approve a refund for the store.
If a store hasn't published its own refund policy, our Refund and Cancellation Policy applies to its orders.
Cancelling an order
- Ask the store. Contact the store with your order number. It can cancel the whole order or single items.
- Before it ships, stores can usually cancel. Once it has shipped, the store's returns policy applies.
- Not paid yet? You can simply not pay. The store may cancel the order.
- If the store cancels your order, for example because an item is out of stock, it must refund what you paid.
How refunds reach you
| You paid by | How you get your money back |
|---|---|
| Online, by card or FPX | Usually back to the card or bank account you paid with. Some stores refund by bank transfer instead. |
| Bank transfer or DuitNow | The store refunds you by bank transfer |
| Cash on delivery | If cancelled before delivery, you don't pay for the cancelled items |
We email you when a refund is recorded. Card refunds usually show within 5 to 14 working days, and FPX or bank refunds within 3 to 7 working days, depending on your bank.
If the store won't help
Email us at hello@chelevenild.my with your order number. We'll contact the store and may act against it under our Terms. We can't decide the dispute for you, but you can also go to the Tribunal for Consumer Claims Malaysia, or your bank about a card payment.
Please contact the store or us before asking your bank to reverse a payment.