REFUND AND RETURN POLICY

1. Overview

At Biller Gateway Sdn. Bhd., we stand behind the quality of our products. If you are not fully satisfied with your purchase, this policy outlines the conditions under which returns and refunds are accepted.

2. Return Eligibility

We accept returns under the following conditions:

  • The return request is submitted within 7 calendar days of the delivery date
  • The item is unused, in its original condition, and in its original packaging with all accessories, manuals, and documentation included
  • The item has a manufacturing defect or was damaged in transit
  • The wrong item was delivered

Non-Returnable Items:

  • Software licences and digital downloads (once activated or downloaded)
  • Items damaged through misuse, accidental damage, or unauthorised modification
  • Items without original packaging or with missing serial numbers
  • Consumables (toner, ink cartridges, thermal paste, etc.) once opened

3. How to Initiate a Return

  1. Email admin@billergate.com with your order number, a description of the issue, and clear photos of the item and packaging
  2. Our team will review your request within 2–3 business days
  3. If approved, we will provide a Return Merchandise Authorisation (RMA) number and return shipping instructions
  4. Ship the item back using a trackable courier service. Return shipping costs are borne by the customer unless the return is due to our error or a manufacturing defect

4. Refund Process

Once we receive and inspect the returned item:

  • If approved, refunds will be processed within 7–14 business days
  • Refunds will be issued via the original payment method
  • Original shipping fees are non-refundable unless the return is due to our error

5. Exchanges

If you received a defective or incorrect item, we will arrange an exchange for the same product subject to stock availability. If the item is out of stock, a full refund will be issued.

6. Warranty Claims

Many of our products carry manufacturer warranties. For warranty-related issues beyond our return window, please contact the manufacturer directly or reach out to us for assistance in facilitating the warranty claim process.

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