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Returns & Refunds

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Policy Overview

This Refund & Returns Policy (“Policy”) applies to purchases made on brif.my (“Website”) operated by BR Innovate Future Sdn. Bhd. (“BRIF”, “we”, “us”, “our”). This Policy should be read together with our Terms & Conditions and Privacy Policy.

By placing an order, you acknowledge and agree to this Policy.

Important: Due to the nature of certain products/services on brif.my (digital goods, reloads/top-ups, PIN codes, vouchers, bill payments, and memberships), some items are strictly non-refundable once processed/delivered. Please verify product type, denomination, region/currency, account ID, and recipient details before paying.

1) Important Notice (Read Before Purchase)

Due to the nature of certain products/services offered on brif.store—especially digital goods, reloads/top-ups, PIN codes, vouchers, bill payments, and memberships—some items are strictly non-refundable once processed/delivered.

We encourage customers to:

  • Verify product type, denomination, region/currency, account ID, and recipient details before paying.
  • Contact us if you are unsure before placing an order.

2) Categories & Refund Eligibility

A) Digital Goods (PINs, codes, vouchers, gift cards, digital credits)

Examples: game pins, gift cards, prepaid codes, voucher codes.

General Rule: No returns and no refunds once the code is delivered, revealed, downloaded, or otherwise made available.

Exception: We may offer a replacement or refund only if:

  • the code is invalid / not working, and
  • you submit a complete proof request within the timeline in Section 5, and
  • our verification confirms the issue is not caused by user error, prior redemption, or account restriction.

B) Reload / Top-Up / Bill Payment / E-Wallet Credit Services

Examples: mobile reload, e-wallet reload, bill payments, direct top-ups.

General Rule: No refunds once the transaction is submitted or successfully processed.

Exception (Limited): If payment was successful but the reload/bill payment failed due to our system/provider error, we will either:

  • reprocess the transaction, or
  • refund (or store credit) after verification, subject to third-party confirmation.

Not eligible: Incorrect phone number/account ID, wrong operator, wrong region, wrong bill reference, customer’s account blocked/limited, or refusal to provide required verification.

C) Membership, Subscription, Account Upgrade, Fees

Examples: member upgrade, subscription fee, platform/service fee.

General Rule: Non-refundable once activated or access is granted.

Exception (Discretionary):

  • duplicate payments caused by system error; or
  • payment deducted but upgrade not activated after reasonable troubleshooting.

D) Services (Digital/Professional/Setup/Consulting)

Examples: web services, design, setup, processing, consulting.

General Rule: Service fees are non-refundable once work has started, resources have been allocated, or delivery has been made.

Exception (Case-by-case): clear failure to deliver agreed scope attributable to us, proven and unresolved after allowing reasonable correction.

E) Physical Products (if any)

If brif.my sells physical items:

  • You may request a return for defective, damaged, or wrong item delivered subject to Section 5.
  • Change-of-mind returns may be allowed only if stated on the specific product page.

3) Non-Refundable Situations (Strict)

Refunds/returns will not be provided in any of the following situations:

  • Wrong purchase (wrong denomination/currency, wrong region, wrong product type)
  • Wrong recipient details provided by customer (phone/account ID/bill reference)
  • Customer device/account issues (account banned, region locked, verification not passed, wallet limits)
  • Code already redeemed/used (including partially used) or claimed as redeemed by provider logs
  • Customer refuses to provide required evidence for investigation
  • Fraud / suspicious activity / abuse
  • Chargeback attempts without contacting support first (may result in account suspension)

4) Refund Method & Processing

If a refund is approved:

  • Refunds will be issued to the original payment method where possible.
  • Where not possible, we may provide store credit or an alternative method at our discretion.
  • Processing time varies by payment provider/bank. We will submit the refund once approved, but final posting time depends on your bank/gateway.

Important: Fees charged by payment gateways, banks, or third parties may be non-refundable, unless required by law.

5) How to Request a Refund / Return (Required Evidence)

To request a refund/return, you must contact us within the timeline below and provide complete evidence. We may reject claims that are incomplete or submitted outside the timeline.

Timeline

  • Digital codes / PINs: within 24 hours of delivery
  • Reload/top-up/bill payment: within 24 hours of transaction result shown
  • Physical items (defect/wrong item): within 48 hours of delivery
  • Services: within 3 days of delivery/hand-over for quality disputes

Required Evidence

  • Order number + registered email/phone
  • Screenshots/video proof showing the issue
  • Timestamp and relevant error/status screen
  • Any additional details we request to verify with providers

Proof examples:
• Invalid code: error message + redemption steps + timestamp
• Top-up failure: wallet/app/bill status + transaction reference
• Physical item: unboxing video/photo, packaging label, defect photo

6) Replacement Policy (Digital Products)

Where eligible, we prefer replacement over refund:

  • Replace with a valid code of the same value; or
  • Provide store credit; or
  • Refund if replacement is not possible.

7) Chargebacks & Dispute Handling

If you initiate a chargeback without contacting us first:

  • your account may be suspended pending investigation; and
  • future purchases may be restricted.

We encourage you to contact us first so we can resolve quickly.

8) Cancellation Policy

Orders can be cancelled only if they have not been processed/delivered.

Once an order is:

  • delivered (digital code displayed/sent), or
  • processed (reload/bill payment submitted), or
  • service has started,

it is considered final and cannot be cancelled.

Refund Timeline

Initial Review Within 24 Hours
Verification Provider dependent
Refund Processing 3–7 Business Days
Bank Posting Bank dependent

Refunds will be issued via the original payment method where possible. Posting time depends on your bank/provider.

Need help fast?

For invalid codes, failed top-ups, wrong items, or urgent issues, contact our support team with your order number and proof.

Email Support

Include: Order number, registered email/phone, screenshots/video proof, and timestamps.