Legal
Refunds & cancellations
Last updated 16 September 2026
This policy covers anything you pay for on KLEK — buying a klek, or paying to take part in a campaign. All prices are in Malaysian Ringgit (RM).
Nothing here takes away rights you have under the Consumer Protection Act 1999 or any other Malaysian law.
1. When you can get a refund
We will refund you if any of these apply:
- You were charged more than once, or charged the wrong amount.
- You paid but the klek never arrived in your collection.
- A physical item you ordered never arrived, or arrived damaged or faulty.
- What you received was not what the campaign described.
- The campaign was cancelled before you received what you paid for.
2. When we normally cannot
A digital klek lands in your collection the moment your payment clears. Once it is there it cannot be un-issued, so we cannot normally refund one simply because you changed your mind. Please check the campaign before you pay.
We also cannot refund:
- Points. They are a loyalty balance with no cash value and are never exchanged for money.
- A reward you have already redeemed with points.
- A physical sticker whose claim code has already been scratched off and used.
If something went wrong anyway, write to us. We would rather hear about it than have you out of pocket.
3. Cancelling before you have received anything
If you have paid but nothing has been issued or dispatched yet, contact us and we will cancel the order and refund you in full.
4. How to ask
Email hello@klek.co with the email address on your account, the date and amount of the payment, and what went wrong. A screenshot helps.
Please contact us first rather than raising a dispute with your bank. We can almost always fix it faster directly.
5. How long we take
days to raise it. You can ask for a refund up to 60 days after you paid.
business days for us to reply. We respond to every refund request within 7 business days of receiving it.
business days to pay it. If we cannot show clear evidence that the charge was correct, we refund you within 3 business days.
Refunds go back to the same card or bank account you paid from. We cannot send a refund anywhere else. Once we have sent it, how quickly it appears is up to your bank — usually a few business days.
6. If you are not happy with our answer
Reply and say so, and it will be escalated to someone more senior. We aim to give you a final answer within 7 business days of you escalating.
If you are still not satisfied, you can take it to the Tribunal for Consumer Claims Malaysia or the Ministry of Domestic Trade and Cost of Living.