Policies at Astana Juara Sdn Bhd
Service as It Should Be
In today’s online shopping market, we believe that honesty is the best policy. That’s why we designed the most generous, fair and transparent store policy for our customers. Read the following sections to find out more about how we ship or exchange products, or about how we secure your personal data. Please don’t hesitate to contact us if you have any questions!
Shipping and Delivery
What You Need to Know
1. How does the Astana Juara calculate shipping fees?
Astana Juara calculates shipping fees based on parcel weight and dimensions provided by the seller, as well as the rates of different logistics partners.
2. Can I change my shipping options?
No, you will not be able to change your shipping option.
3. What if I am not satisfied with the delivery service?
If you're not satisfied with the delivery service, you may leave a rating for Delivery Service when you rate your product(s) after confirming the receipt of your order.
Returns
The Small Print
1. Reasons for return/refund
Buyers can return products for the following reasons:
A.Did not receive the order
B.Received an incomplete product
C.Received the wrong product(s)
D.Received a product with physical damage
E.Received a faulty product
F.Received a counterfeit product
If buyers wish to return a product due to a change of mind, they can do so if:
A mutual agreement was made between buyer and seller. The buyer will be required to provide a screenshot of the conversation with the seller as evidence when raising the return/refund request.
Sellers may raise a dispute if they do not agree with the reason for return/refund. In such cases, Shopee will investigate the case and provide a fair resolution based on evidence provided by both parties.
2. Evidence submission
Buyers must submit strong photo and/or video evidence that clearly supports the reason for the return/refund, where applicable. Some examples include:
Photos and/or videos showing product errors or defects (for damaged/faulty products)
Photos of parcel’s internal and external packaging
Astana Juara may request for further supporting documents if:
Submitted evidence is not of acceptable quality. Clear, high quality evidence must be provided. Evidence that does not support the buyer’s claim will be rejected.
Seller raises a dispute towards the case and evidence is required for further investigation.
3. Return of products
Buyers should ensure that returned products are properly packed to avoid damage during shipment to the return address.
Buyers should prepare the following supporting documents in case there is a need to dispute a seller’s rejection of the return product(s):
Official proof of shipment with information such as delivery service, receipt number, sender/recipient names, contact number, and shipping address.
Other evidence that shows an agreement was reached (especially if the buyer is returning using a non-traceable mailing option).
4. Return Postage
Astana Juara may cover the return postage up to a certain limit, depending on the nature of your return/refund.
Warranty Disclaimer
About Our Policy
Warranty coverage, policy and it's length follows as what set by it's principal. Customer can send all their purchased original set direct to authorized service center for warranty request purpose. Otherwise, Astana Juara customer can bring to our service center and we will help send the item to the authorize service center based on our schedule.
* Water damage can still happens to waterproof device. For this scenario, it falls under invalidation of warranty.
* All warranty claims must accompanied by shop's official tax invoice/receipt/proof of purchase - it can be a photocopy or the original. The shop reserves the right to reject the warranty claim in the event of failure to produce ant form of proof of purchase.
** Please be informed the shop is not liable for any data loss due the repair / services done by the service center. Customer needs to back up their data themselves in prior to send their item for warranty.
*** The shop will not cover the shipping cost or any other cost to send the broken / faulty item to the shop. Customer also has to pay for return shipment for cancellation of service, and for device that the warranty has been invalidated. However, for device that is eligible for warranty claims, the shop will bear the shipping cost of sending the device back to customer.
Privacy at Astana Juara Sdn Bhd
All about Information Security
1.INTRODUCTION
1.1 Users refers to a user who registers for an account with us for use of the Services, including both buyers and sellers (individually and collectively, “Users”, “you” or “your”). We recognize the importance of the personal data you have entrusted to us and believe that it is our responsibility to properly manage, protect and process your personal data. This Privacy Policy (“Privacy Policy” or “Policy”) is designed to assist you in understanding how we collect, use, disclose and/or process the personal data you have provided to us and/or we possess about you, whether now or in the future, as well as to assist you in making an informed decision before providing us with any of your personal data.
1.2 "Personal Data" or "personal data" means data, whether true or not, about an individual who can be identified from that data, or from that data and other information to which an organisation has or is likely to have access. Common examples of personal data could include name, identification number and contact information.
1.3 By using the Services, registering for an account with us, visiting our Platform, or accessing the Services, you acknowledge and agree that you accept the practices, requirements, and/or policies outlined in this Privacy Policy, and you hereby consent to us collecting, using, disclosing and/or processing your personal data as described herein. IF YOU DO NOT CONSENT TO THE PROCESSING OF YOUR PERSONAL DATA AS DESCRIBED IN THIS PRIVACY POLICY, PLEASE DO NOT USE OUR SERVICES OR ACCESS OUR PLATFORM. If we change our Privacy Policy, we will notify you including by posting those changes or the amended Privacy Policy on our Platform. We reserve the right to amend this Privacy Policy at any time. To the fullest extent permissible under applicable law, your continued use of the Services or Platform, including placing of any orders, shall constitute your acknowledgment and acceptance of the changes made to this Privacy Policy.
1.4 This Policy applies in conjunction with other notices, contractual clauses, consent clauses that apply in relation to the collection, storage, use, disclosure and/or processing of your personal data by us and is not intended to override those notices or clauses unless we state expressly otherwise.
1.5 This Policy applies to both buyers and sellers who use the Services except where expressly stated otherwise.
2. WHEN WILL Astana Juara COLLECT PERSONAL DATA?
2.1 We will/may collect personal data about you:
A.when you register and/or use our Services or Platform, or open an account with us;
B.when you submit any form, including, but not limited to, application forms or other forms relating to any of our products and services, whether online or by way of a physical form;
C.when you enter into any agreement or provide other documentation or information in respect of your interactions with us, or when you use our products and services;
D.when you interact with us, such as via telephone calls (which may be recorded), letters, fax, face-to-face meetings, social media platforms and emails, including when you interact with our customer service agents;
E.when you use our electronic services, or interact with us via our application or use Services on our Platform. This includes, without limitation, through cookies which we may deploy when you interact with our application or website;
F.when you grant permissions on your device to share information with our application or Platform;
G.when you link your Shopee account with your social media or other external account or use other social media features, in accordance with the provider’s policies;
H.when you carry out transactions through our Services;
I.when you provide us with feedback or complaints;
J.when you register for a contest; and/or
K.when you submit your personal data to us for any reason
The above does not purport to be exhaustive and sets out some common instances of when personal data about you may be collected.
2.2 We may collect personal data about you from you, our affiliates, third parties, and from other sources, including without limitation business partners (such as logistics or payment service providers), credit bureaus or scoring agencies, marketing services providers or partners, referral or loyalty programs, other users of our Services or publicly available or governmental sources of data.
2.3 In some situations, you may provide personal data of other individuals to us (such as your family members or friends or persons in your contact list). If you provide us with their personal data, you represent and warrant that you have obtained their consent for their personal data to be processed in accordance with this Policy.
3. WHAT PERSONAL DATA WILL SHOPEE COLLECT?
3.1 The personal data that Shopee may collect includes but is not limited to:
A.name;
B.email address;
C.date of birth;
D.billing and/or delivery address;
E.bank account and payment information;
F.telephone number;
G.gender;
H.information sent by or associated with the device(s) used to access our Services or Platform;
I.information about your network, including your contact list when you share permissions on your device, and the people and accounts you interact with;
J.photographs or audio or video recordings;
K.government issued identification or other information required for our due diligence, know your customer, identity verification, and/or fraud prevention purposes;
L.marketing and communications data, such as your preferences in receiving marketing from us and third parties, your communication preferences and history of communications with us, our service M.providers, and other third parties;
N.usage and transaction data, including details about your searches, orders, the advertising and content you interact with on the Platform, and other products and services related to you;
O.location data;
P.any other information about the User when the User signs up to use our Services or Platform, and when the User uses the Services or Platform, as well as information related to how the User uses our Q.Services or Platform; and
R.aggregate data on content the User engages with.
3.2 You agree not to submit any information to us which is inaccurate or misleading, and you agree to inform us of any inaccuracies or changes to such information. We reserve the right at our sole discretion to require further documentation to verify any information provided by you.
3.3 If you sign up to be a user of our Platform using your social media account (“Social Media Account”), link your Shopee account to your Social Media Account or use any Shopee social media features, we may access information about you which you have voluntarily provided to your Social Media Account provider in accordance with such provider's policies, and we will manage and use any such personal data in accordance with this Policy at all times.
3.4 If you do not want us to collect the aforementioned information/personal data, you may opt out at any time by notifying our Data Protection Officer in writing. Further information on opting out can be found in the section below entitled "How can you withdraw consent, request access to or correct information you have provided to us?". Note, however, that opting out or withdrawing your consent for us to collect, use or process your personal data may affect your use of the Services and the Platform. For example, opting out of the collection of location information will cause its location-based features to be disabled.