Shipping & Refund Policy
Effective Date: 2026-02-25 | Last Updated: 2026-02-25
Digital Delivery Only: SNE Shop sells digital top-up products. There is no physical shipping.
Refund eligibility is limited due to instant digital fulfillment.
1) Delivery (Shipping) Policy
- Delivery is electronic to the game account details provided by the customer.
- Typical processing time: 1–5 minutes after successful payment.
- Delays may occur due to system maintenance, invalid account details, temporary out-of-stock digital supply, or third-party/publisher issues.
2) Refund Eligibility
- Refunds are only applicable for non-delivery caused by a verified system error or confirmed fulfillment failure.
- All sales are final once delivery is confirmed as successful (digital goods are irreversible).
3) Refund Methods
- Primary method: Store Credit (wallet/credit) on SNE Shop.
- Exceptional case: Refund to original payment/bank account may be considered if:
- Requested within 24 hours of purchase, and
- Approved after admin verification.
- Estimated processing time after approval: 1–3 working days (may vary by bank/payment provider).
4) Not Eligible for Refund
- Incorrect User ID / server / region entered by the customer.
- Orders successfully delivered/credited to the game account.
- Change of mind after purchase.
- Losses due to hacked/compromised game accounts or devices.
- Chargeback abuse or fraudulent claims (may lead to account suspension).
5) AMLA / Fraud Risk Review (Important)
To protect users and comply with security/risk controls, certain transactions may be flagged for review.
- Transactions flagged under AMLA compliance monitoring, fraud prevention checks, or payment risk rules may be subject to investigation.
- During review, processing (including delivery and/or refund) may be temporarily suspended pending verification.
- If verification is not provided or fails, SNE Shop may cancel the transaction and process refund/settlement subject to applicable law and payment provider regulations.
- We may request additional information (e.g., proof of payment ownership) to proceed.
6) How to Request Support
Bahasa Melayu
1) Polisi Penghantaran (Digital)
- Penghantaran dibuat secara digital ke akaun permainan mengikut butiran yang pelanggan isi.
- Masa proses biasa: 1–5 minit selepas bayaran berjaya.
- Kelewatan boleh berlaku kerana maintenance, butiran akaun salah, stok digital habis sementara, atau isu pihak ketiga/penerbit.
2) Kelayakan Refund
- Refund hanya dipertimbangkan jika berlaku tidak diterima kerana ralat sistem yang disahkan atau kegagalan pemenuhan pesanan.
- Semua jualan adalah muktamad selepas penghantaran disahkan berjaya (produk digital tidak boleh dipulangkan).
3) Kaedah Refund
- Utama: Store Credit (wallet/credit) di SNE Shop.
- Kes khas: Refund ke akaun asal boleh dipertimbangkan jika diminta dalam 24 jam dan diluluskan selepas semakan admin.
- Tempoh proses selepas lulus: 1–3 hari bekerja (bergantung bank/provider).
4) Tidak Layak Refund
- ID/server/region salah diisi oleh pelanggan.
- Pesanan telah berjaya dihantar/ditopup.
- Ubah fikiran selepas pembelian.
- Kerugian akibat akaun digodam/dikompromi atau peranti tidak selamat.
- Penyalahgunaan chargeback/tuntutan palsu (akaun boleh digantung).
5) Semakan AMLA / Risiko Penipuan (Penting)
Untuk melindungi pengguna dan mematuhi kawalan keselamatan, sesetengah transaksi mungkin ditandakan untuk semakan.
- Transaksi yang ditandakan di bawah pemantauan AMLA, semakan anti-penipuan, atau peraturan risiko pembayaran boleh disiasat.
- Semasa semakan, proses (termasuk penghantaran dan/atau refund) boleh ditangguhkan sementara sehingga pengesahan dibuat.
- Jika pengesahan tidak diberi atau gagal, SNE Shop boleh membatalkan transaksi dan memproses refund/settlement tertakluk kepada undang-undang yang terpakai serta peraturan penyedia pembayaran.
- Kami mungkin meminta maklumat tambahan (contoh: bukti pemilikan pembayaran) untuk meneruskan proses.
6) Cara Hubungi Sokongan