Refund policy

Return & Refund Policy

Last updated: 21 September 2026

Thank you for shopping with RealGamers.asia / RG Asia Trading. We want you to have a smooth and fair shopping experience. This Return & Refund Policy explains when and how you may return products purchased from our store.

By placing an order with us, you acknowledge and agree to the terms below, subject to any rights you may have under applicable Malaysian consumer protection laws.

1. 7-Day Return Period

We offer a 7-day return period for eligible products.

You must contact us within 7 calendar days from the date the order is shown as delivered by the courier.

After the 7-day period has expired, we may not be able to accept a return for change-of-mind reasons. However, this does not affect any applicable warranty rights or remedies for products that are defective, faulty, damaged, or not as described.

The date of delivery shown by the courier or delivery service will generally be used to determine the return period.

2. Conditions for Change-of-Mind Returns

For a return due to change of mind, incorrect purchase, compatibility issues, or other reasons unrelated to a product defect, the following conditions apply:

  • The product must be unused and in its original condition.

  • The product must be returned with all original packaging, accessories, manuals, cables, promotional items, gifts, labels and other components supplied with the order.

  • Product packaging must not be excessively damaged, defaced, written on, or used as the shipping box where this could affect resaleability.

  • Products must not have been installed, activated, registered, paired, modified, assembled, configured, or used, where applicable.

  • Software, games, digital products, activation codes, licences and other electronically delivered products may not be returnable once opened, redeemed, activated, downloaded, or registered.

  • Products containing user accounts, personal data, or registered device information must be removed from the customer's account before being returned.

  • You must provide your order number, receipt, invoice, or other valid proof of purchase.

We reserve the right to reject a change-of-mind return where the product is no longer in a condition suitable for resale or where any of the above requirements are not met.

3. Products That Have Been Opened or Used

Opening a product to inspect its contents does not automatically make it non-returnable.

However, for change-of-mind returns, the product should remain unused and in substantially the same condition as when received.

If a product has been used, installed, configured, damaged, scratched, modified, or otherwise shows signs of use beyond reasonable inspection, we may reject the return or, where permitted, deduct a reasonable amount from the refund to account for the loss in value.

This does not limit your rights where the product is defective, damaged upon delivery, incorrect, or otherwise does not conform to the order.

4. Defective, Damaged or Incorrect Products

Please inspect your order as soon as you receive it.

Contact us as soon as reasonably possible if:

  • You received a defective or faulty product;

  • The product was damaged during delivery;

  • You received the wrong product;

  • Parts or accessories are missing;

  • The product does not match the description or specifications of the order; or

  • The product cannot reasonably be used for its intended purpose.

For delivery damage, please retain the original packaging, shipping box, labels and protective materials, as these may be required for courier or insurance investigations.

We may request photographs, videos, serial numbers, product labels, packaging photographs, or other information to help us assess the issue.

Where appropriate, we may offer one of the following remedies:

  • Troubleshooting or technical assistance;

  • Replacement of the affected item;

  • Replacement of defective parts;

  • Repair under the applicable warranty;

  • Refund; or

  • Another appropriate remedy depending on the circumstances.

The appropriate remedy may depend on the nature of the problem, product availability, manufacturer's warranty terms, and applicable law.

5. Warranty Claims

A manufacturer's or seller's warranty is separate from our 7-day change-of-mind return period.

If your product develops a fault after the 7-day return period, please contact us with your order number and details of the problem.

Where the product is covered by a manufacturer's or seller's warranty, we may require the product to be inspected, tested, repaired, or replaced in accordance with the applicable warranty terms.

Warranty coverage may differ between products and manufacturers.

Warranty claims generally do not cover damage caused by:

  • Accidental damage;

  • Physical damage;

  • Liquid or moisture damage;

  • Electrical or power-related damage;

  • Improper installation;

  • Misuse or abuse;

  • Unauthorized modification or repair;

  • Tampering;

  • Normal wear and tear;

  • Cosmetic damage that does not affect functionality; or

  • Use contrary to the manufacturer's instructions.

Where a manufacturer provides its own warranty service, we may direct the customer to the manufacturer's authorized service centre or warranty process where appropriate.

6. Change-of-Mind Returns

Change-of-mind returns are subject to the conditions in this policy.

Examples include:

  • Ordered the wrong model;

  • Ordered the wrong colour or size;

  • Changed your mind;

  • Product is no longer required;

  • Product is incompatible with your existing equipment where the incompatibility was not caused by an incorrect product supplied by us; or

  • Customer purchased the wrong product based on their own requirements.

For change-of-mind returns, return shipping costs are generally the responsibility of the customer, unless otherwise agreed by us or required by applicable law.

Original shipping charges, express shipping charges, COD fees, handling charges, or other non-refundable charges may not be refunded where permitted.

7. Wrong Item or Our Fulfilment Error

If we sent you the wrong product, model, quantity, or a product materially different from what you ordered, please contact us before returning the item.

After confirming the error, we will provide instructions for returning the incorrect item.

Where the error is confirmed to be caused by us, we will arrange an appropriate remedy and, where applicable, cover the reasonable return shipping cost.

Please do not send the item back without contacting us first.

8. Return Shipping

Do not send any product back without first obtaining return approval and instructions from us.

Unauthorised returns may be delayed, refused, or returned to the sender.

For approved change-of-mind returns, the customer is generally responsible for the return shipping cost.

For confirmed defective, damaged, incorrect, or fulfilment-error cases, we will determine the appropriate shipping arrangement after reviewing the circumstances.

Customers are responsible for ensuring that returned products are adequately packed and protected during transportation.

We are not responsible for damage that occurs because a customer improperly packages a return.

We strongly recommend using a tracked delivery service and retaining proof of postage until the return has been completed.

9. Return Address

Approved returns should be sent only to the return address provided in our return instructions.

Return Address:

RG Asia Trading
97-1-22, The Palazzia
Jalan Bukit Gambier
11700 Gelugor
Penang, Malaysia

Please do not send returns to this address before receiving return approval from us.

10. Items That Cannot Be Returned

Certain products may not be eligible for change-of-mind returns, including:

  • Gift cards;

  • Digital products and downloadable products;

  • Software, licences, activation codes or game codes that have been redeemed or activated;

  • Products that cannot be resold for hygiene or safety reasons after opening;

  • Personalised or customised products;

  • Products specifically ordered or customised for a customer;

  • Products that have been modified, repaired, assembled, installed, or altered by the customer;

  • Products damaged through misuse or accidental damage; and

  • Products specifically identified as non-returnable on the product listing.

Sale, clearance, discounted, open-box, refurbished or display items may be subject to specific return or warranty conditions stated on the product listing.

Nothing in this section is intended to exclude any rights or remedies that cannot legally be excluded under applicable law.

11. Promotional Items, Free Gifts and Bundles

If an order includes a free gift, promotional item, bundle component, voucher, accessory, or other promotional benefit, the promotional item may need to be returned together with the main product when the order is returned.

If a promotional item is not returned, we may take its value into account when processing the refund, where permitted.

Bundle products may need to be returned as a complete bundle unless the issue relates only to a specific component.

12. Exchanges

We may offer an exchange where the requested replacement product is available.

For change-of-mind exchanges, the original product must satisfy the applicable return conditions.

If the replacement product has a different price, we may require payment of the price difference or refund the applicable difference.

If the requested replacement is unavailable, we may offer an alternative remedy where appropriate.

13. Return Inspection

All returned products will be inspected after we receive them.

Inspection may include checking:

  • Product condition;

  • Serial number or IMEI number, where applicable;

  • Accessories and components;

  • Packaging;

  • Signs of use or physical damage;

  • Product functionality;

  • Warranty seals;

  • Tampering or modification; and

  • Whether the returned product matches the product originally supplied.

For certain electronic products, serial numbers and other identifying information may be recorded before dispatch and checked when the product is returned.

If the returned product does not meet the applicable return conditions, we will contact you regarding the outcome.

14. Refunds

Once we receive and inspect your returned product, we will notify you whether the return has been approved.

If approved, the refund will generally be processed to the original payment method, unless another method is agreed or required.

Refund processing time depends on the payment provider, bank, card issuer, marketplace, or other payment service involved.

Although we will process an approved refund as soon as reasonably practicable, we cannot control the time taken by banks, credit card companies, payment gateways, marketplaces, or other third-party payment providers to complete the transaction.

15. Refund Amount

For an approved return, the refund amount may depend on the reason for the return.

For example:

Defective / incorrect / damaged product confirmed to be our responsibility:
We will determine the appropriate refund or replacement in accordance with the circumstances and applicable law.

Change-of-mind return:
The refund may exclude applicable original shipping charges, return shipping charges, payment processing charges, or other charges that are not refundable, where permitted.

If a returned product is incomplete, damaged, excessively used, or otherwise fails to meet the return conditions, we may reject the return or apply an appropriate deduction where permitted.

16. Marketplace Orders

If your purchase was made through Shopee, Lazada, TikTok Shop, or another marketplace, the marketplace's return, refund, dispute, and buyer-protection procedures may also apply.

Where required, customers should initiate the return or refund through the relevant marketplace within its stated timeframe.

Marketplace orders may be subject to different procedures from orders placed directly through our website.

17. Orders Paid Using Vouchers, Discounts or Promotions

Where an order was purchased using vouchers, promotional discounts, store credits, cashback, free gifts, or other promotional benefits, the refund will be calculated based on the actual amount paid and the applicable terms of the promotion.

Promotional vouchers or discounts may not be reinstated after a refund unless required by the relevant platform or payment provider.

18. Fraudulent, Abusive or Repeated Return Activity

We reserve the right to investigate unusual or potentially abusive return activity.

This may include, for example:

  • Repeated returns of used products;

  • Returning a different product from the one supplied;

  • Returning products with missing components;

  • Serial-number substitution;

  • Deliberate damage;

  • False defect claims;

  • Unauthorised modification or repair;

  • Returning an item purchased from another seller; or

  • Other conduct reasonably indicating misuse of the return process.

Where permitted by law, we may refuse returns or take appropriate action where fraudulent or abusive activity is identified.

19. Proof of Purchase

A valid order number, invoice, receipt, marketplace order record, or other reasonable proof of purchase may be required.

Returns may not be accepted where we cannot reasonably verify that the product was purchased from us.

20. How to Request a Return

To request a return, contact us at:

Email: realgamers.asia@gmail.com

Please include:

  1. Order number;

  2. Customer name;

  3. Product name;

  4. Reason for return;

  5. Photos or videos where relevant;

  6. Photos of the product and packaging where relevant; and

  7. Any other information requested by our support team.

We will review your request and provide further instructions.

Please do not ship anything back until your return request has been approved.

21. Contact Us

If you have any questions about returns, refunds, exchanges, warranty claims, or product issues, please contact:

RG Asia Trading / RealGamers.asia
Email: realgamers.asia@gmail.com
Return Address: 97-1-22, The Palazzia, Jalan Bukit Gambier, 11700 Gelugor, Penang, Malaysia

We will assess each return based on the circumstances, the condition of the product, the applicable product warranty, and applicable Malaysian laws and regulations.

This policy does not limit or exclude any consumer rights or remedies that cannot legally be excluded under applicable law.