Cancellation & Refund Policy
1. REFUND POLICY
Refunds may be issued under the following circumstances:
Refundable Items
If you have not received your order for a period of more than 30 days from the estimated delivery date (or as stated at checkout), you may be eligible for a full refund.
Digital products are non-refundable once downloaded or accessed, except in cases of technical defects preventing use such as corrupted or unusable files.
Please contact our Customer Service team to initiate a refund request.
Approved Returns
If your return is accepted, a refund may be issued in the following cases:
a) If the item is out of stock and no replacement is available.
b) If you prefer a refund instead of an exchange (subject to availability and discretion of BRADER DESIGN SDN BHD).
c) If the returned item does not meet the required condition for exchange.
Processing Time
Refunds will be processed within 5–7 business days after we have received and inspected the returned item or confirm the non-delivery. Funds will be credited back to the original payment method used. Please note that your bank or payment provider may take additional time to reflect the refund in your account. Refunds to credit cards may take 10–14 business days to reflect, depending on your bank.
Non-Refundable Payments for Digital Products
Refunds are not allowed for the following circumstances:
a) Change of mind after download or access.
b) Compatibility issues with the customer’s device or software.
c) Failure to follow instructions for accessing the product.
Non-Refundable Payments for Services
a) All payments made to Brader Design for services are non-refundable.
b) This policy accounts for the specialized expertise, resource allocation, and time already invested in the services at the time of payment.
c) This non-refundable status remains subject to any specific contradictory terms expressly written within an individual service agreement.
Termination of Services
a) Where the Client chooses to terminate services, any payments made prior to the date of termination are non-refundable.
b) The retention of these funds is necessary to cover the costs of expertise and time spent on the project up to the point of termination..
c) Upon termination, Brader Design will cease work and provide the Client with an invoice for any outstanding hours or milestones completed but not yet paid, as per the individual service agreement.
Cancellation by Us
We reserve the right to cancel an order and issue a refund if:
a) The product becomes unavailable after purchase.
b) There is an error in pricing or product description.
c) Payment fraud or unauthorized transactions are detected.
2. RETURN POLICY
You may return eligible products within 14 days of delivery under the following conditions:
Eligible Returns
a) Faulty or Damaged Products: If you receive a defective, damaged Products or the Products has verified technical defects such as corrupted or unusable files, you may return it for an exchange or store credit.
b) Incorrect or Mismatched Items: If you receive an item different from what you ordered, or if there is a discrepancy in features, you may also return it for an exchange.
Return Conditions
The return conditions are as follows:
a) You may request a return only before access or download of the Product has occurred. Once a digital product has been accessed or downloaded, it cannot be returned.
b) You must contact our Customer Service team before returning any item.
Exceptions to Returns
The following items cannot be returned, unless faulty, damaged, or defective:
a) Digital products or services where access has been granted or downloaded. No returns are accepted for:
- i. Change of mind after access or download.
- ii. Compatibility issues with the customer’s device or software.
- iii. Failure to follow access instructions.
b) Customized or personalized items (unless incorrect or defective due to our error).
c) Clearance or final sale items (sold as-is).
How to Initiate a Return
To begin the return process, please follow the following steps:
a) Contact our Customer Service team at hello@braderdesign.com with your order number and reason for return.
b) We will provide further instructions and confirm whether the item is eligible for return.
c) If approved, follow the instructions provided to send the item back to us.
d) Please note that returns sent without prior authorization may be refused.
Customer Responsibility
Customers are responsible for the product until we confirm receipt of the return and complete the exchange process. Please ensure all returns meet the above criteria to avoid delays or rejection.