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Purchase Policy

Product Exchange
  • Products sold are non-refundable; therefore, items purchased through erroneous orders can only be exchanged with other products of the same value.
  • Products cannot be exchanged after 20 calendar days from the tax invoice date.
  • The original receipt/invoice and supporting evidence are required for a product exchange.
  • As products sold are non-refundable, we regret to inform you that orders cannot be cancelled once payment is received. Kindly ensure that you have checked and validated all details and information before you proceed with payment.
  • We also regret to inform you that all products purchased through other channels (such as bookstores, book fairs, or convenience stores cannot be returned or exchanged with Kadokawa Gempak Starz Sdn Bhd. Conversely, all items purchased through our official Gempak Starz website (https://shop.gempakstarz.com/) may be exchanged by contacting our Customer Care team.
  • Kadokawa Gempak Starz Sdn Bhd reserves the right of final decision if the product returned is in unsatisfactory condition or if the above terms are not met.
Order Cancellation or Changes
  • Products sold are non-refundable; therefore, we regret to inform you that orders cannot be cancelled once payment is received. Kindly ensure that you have checked and validated all details and information before you proceed with payment.
  • Changes to orders are allowed within 24 hours before 12 PM, after which, no changes may be made. Kindly note that changes made to orders may delay delivery.

           Changes which are allowed are stated below:

  1. Delivery address
  2. Contact person's name & number
  3. Product (Only with another product of the same value)

Out of Stock Items
  • Items marked “out of stock” are not available for purchase. You may contact us via our Facebook live chat box on our official Gempak Starz website (https://shop.gempakstarz.com/) to enquire when the item will be restocked.

Gift Vouchers
  • Voucher codes are non-refundable and non-exchangeable for cash.
  • Kindly note that products to which a voucher code has been applied cannot be exchanged.
  • Once a voucher has been applied to an order, and that order has been successfully made, no replacement voucher will be given if the order is cancelled since voucher codes are for one time use only. In the event that you have successfully placed an order but encounter difficulties in making payment, please contact our Customer Care team.

For enquiries on the above policy, please contact us at payment@gempakstarz.com or 603-90561637