1. Purchase Conditions
All technology, gaming and electronic products sold by CAVE VISTA LEAP SDN. BHD. are generally considered final-sale items.
Returns, refunds and exchanges are not provided for a change of mind, personal preference, incorrect selection or device incompatibility when the product delivered matches the confirmed order and advertised specifications.
Exceptions will only be considered under the qualifying circumstances stated below.
2. Eligible Reasons
A customer may submit a request when:
- The merchant sent the wrong item, model, colour or variation.
- The received item does not match the specifications, description, features, functions or information advertised on the website.
- The product was spoiled, damaged or defective upon delivery.
- Delivery exceeded the timeframe stated in the Company’s Shipping Policy.
Each request will be reviewed based on the confirmed order, advertised product information and evidence provided by the customer.
3. Compatibility Requirements
Before purchasing an electronic or gaming product, customers should verify:
- Device and operating system compatibility.
- Cable and connector type.
- Required input and output ports.
- Charging and voltage requirements.
- Supported screen resolution or refresh rate.
- Product dimensions and included accessories.
- Intended use and technical specifications.
An item will not qualify solely because it is incompatible with the customer’s device when the relevant compatibility information was accurately advertised.
4. Inspection and Initial Testing
Customers should inspect the parcel immediately after delivery and test the product before extended use, installation or modification.
If the item appears incorrect, incomplete, damaged or defective, the customer should stop using it and retain:
- Original product box.
- Shipping label and delivery packaging.
- Cables, connectors and included accessories.
- Manuals, labels and protective materials.
- All components received with the product.
Customers should not dismantle, repair, rewire, modify or allow an unauthorised third party to repair the product before the Company has completed its assessment.
5. Gaming Furniture
Gaming chairs and other furniture should be inspected before assembly. Customers must check that all components, fittings and instructions are included.
If damage or a missing component is discovered, customers should stop the assembly process and record the issue clearly.
Damage caused by incorrect assembly, unsuitable tools, excessive force, misuse or unauthorised modification will not be regarded as a defect that existed upon delivery.
6. Electronic Product Use
Electronic accessories should be connected and used according to their stated technical requirements.
The following issues will not normally qualify:
- Damage caused by unsuitable voltage or charging equipment.
- Physical damage occurring after delivery.
- Improper connection or forced insertion.
- Water, heat or impact damage caused by the customer.
- Normal wear resulting from extended use.
- Unauthorised repairs, modification or dismantling.
This limitation does not affect a verified claim involving an incorrect, materially misdescribed, damaged or defective product received upon delivery.
7. Evidence Required
Every request must include:
- A clear and continuous unboxing video showing the unopened parcel, visible shipping label, external packaging, internal packaging and all products received.
- A clear video showing the first use, connection, operation, testing or assembly of the product, where applicable.
- Clear photographs showing the full item and close-up views of the damage, defect, incorrect product or difference from the advertised information.
- The customer’s order number and a complete explanation of the reported issue.
- Photographs showing the model, product label, connector or technical information where relevant.
- Any additional documents, photographs or testing videos requested by CAVE VISTA LEAP SDN. BHD.
The unboxing recording must start before the parcel is opened. It must be continuous and must not contain cuts, pauses, edited portions or missing sections.
8. Submission Deadline
The complete request must be emailed to cavevistaleap@outlook.com within 24 hours of receiving the item.
Requests submitted after the 24-hour period will not be accepted. Claims without the required continuous unboxing video, first-use evidence where applicable, photographs, order details or additional documents requested by the Company will also be rejected.
9. Review and Verification
CAVE VISTA LEAP SDN. BHD. will compare the customer’s evidence with:
- The confirmed order.
- Product specifications advertised on the website.
- Parcel condition shown in the unboxing video.
- First-use or testing evidence.
- Relevant compatibility information.
Submission of a request does not automatically guarantee approval. Further information may be requested if the original evidence is insufficient.
10. Available Resolution
If the claim is verified and approved, the customer will receive written instructions regarding the available return, replacement, exchange or refund arrangement.
No electronic product, gaming accessory or furniture item should be returned without prior authorisation. Products returned without approval may not be accepted.
This Policy is administered by CAVE VISTA LEAP SDN. BHD., Registration No. 202501017401 (1618815-A). All related requests must be submitted to cavevistaleap@outlook.com.