REFUND & CANCELLATION POLICY

1. Token Purchases

All Token purchases are final and non-refundable once the Tokens have been successfully credited to the customer’s account or used.

A refund may be considered if:

• The customer was charged more than once for the same transaction;
• Payment was deducted but the Tokens were not credited;
• An incorrect amount was charged due to a verified system error; or
• A refund is required under applicable Malaysian law.

2. Gift Redemptions

Gift redemption orders cannot be cancelled once they have been packed or shipped.

We do not accept cancellations or returns due to a change of mind, selection of the wrong item, or submission of an incorrect delivery address by the customer.

If an order has not yet been processed, customers may contact us to request cancellation. Approved cancellations will normally be returned as Tokens to the customer’s GachaGo account.

3. Damaged, Defective or Incorrect Items

Customers should contact us within 48 hours of receiving an item that is damaged, defective or different from the item ordered.

Please provide:

• The order number;
• Clear photographs or video of the item;
• A photograph of the delivery packaging; and
• A description of the problem.

After verification, GachaGo may provide a replacement, return the relevant Tokens, or issue another appropriate remedy.

4. Capsule and Self-Service Machine Purchases

Purchases made through our capsule or self-service machines are final after an item has been successfully dispensed. The specific design or character received is subject to availability and is not guaranteed.

If payment is accepted but no item is dispensed, please contact us and provide the machine location, date, approximate time, payment proof and a photograph or video where available.

5. Approved Refunds

Approved monetary refunds will be returned through the original payment method where possible. Processing time may vary depending on the bank, card issuer or payment provider.

Tokens returned for an approved cancellation or claim will be credited to the customer’s GachaGo account.

6. Delivery Issues

GachaGo is not responsible for failed delivery caused by an incorrect or incomplete address provided by the customer. Additional delivery charges may apply if an order needs to be shipped again.

Customers should contact us promptly if their parcel is lost or materially delayed so that we can assist with an investigation with the delivery provider.

7. Consumer Rights

Nothing in this policy excludes or limits any rights or remedies available to customers under applicable Malaysian law.