This policy explains when a refund or replacement is available for digital codes, prepaid vouchers, gift cards and other digital products purchased from Nexcode Digital Sdn. Bhd. Because our products are digital and delivered by email, the rules that apply are different from a physical goods return, and should be read together with our Terms & Conditions.
Nexcode sells digital codes, prepaid vouchers, gift cards and other non-randomized digital products. Because a delivered code can be copied, viewed or redeemed the instant it's received, standard "change of mind" returns that apply to physical goods do not apply here. This policy explains exactly what is and isn't covered instead.
Once a code has been delivered to the email address provided at checkout, the order is final and non-refundable, except in the specific circumstances described in Clauses 3 and 4. This applies regardless of whether the code has actually been redeemed, because delivery itself gives you the ability to use or share it.
If a code you receive is invalid, already redeemed, or otherwise fails to work when attempted with the issuing brand or platform, notify us within the claim window in Clause 6 at nexcode_dig@outlook.com, including your order reference and a screenshot of the error shown by the issuer. Once verified, we will issue a replacement code of the same value, or a full refund where a replacement is not available.
If we deliver a SKU or denomination that does not match your confirmed order, this is treated as our error and Clause 3 applies in full, at no cost to you.
An order may be cancelled for a full refund at any time before the code has been generated and sent to your delivery email. Once a code has been generated and delivered, Clause 2 applies.
Claims under Clause 3 must be raised within 7 calendar days of delivery. Claims raised after this window may still be considered at our discretion, but cannot be guaranteed, as the issuing brand's own verification window may have closed.
Email nexcode_dig@outlook.com with your order reference, the code or last four digits of the code (never send the full code by email if avoidable; we can look it up from your order reference), and a description or screenshot of the issue. We will investigate with the issuer where required and respond with an outcome.
Approved refunds are issued by bank transfer to the account used for the original payment, or another account you nominate in writing, within 14 business days of approval. Refunds are issued in Malaysian Ringgit (MYR).
This policy does not cover: codes that have been successfully redeemed and are later disputed for reasons unrelated to validity (for example, buyer's remorse); codes shared with or used by a third party after delivery to you; issues arising from the issuing brand's own service, such as a subscription being cancelled by the platform after activation; or purchases made using incorrect account or region information you provided. Redemption terms, validity periods and any brand-side restrictions are set by the issuer, not by Nexcode.
For any refund or replacement claim, contact nexcode_dig@outlook.com or call +6017-617 6379, quoting your order reference. our contact address is Lot 2.01A, Level 2, Nu Sentral Shopping Centre, Jalan Tun Sambanthan, Kuala Lumpur Sentral, 50470 Kuala Lumpur, W.P. Kuala Lumpur, Malaysia.