Customer information
Refund & Return Policy
1. Overview
This policy explains when Vista Kencana Sdn. Bhd. ("Vista Kencana", "we" or "us") will refund or cancel digital certificates and related products purchased from us.
It should be read together with our Certificate Policy (CP) and Certification Practice Statement (CPS).
2. Refund Policy
- A refund request must be submitted within 3 months of the date of payment, provided the digital certificate has not yet been issued.
- Once a digital certificate has been issued, no refund can be processed, whether or not the certificate has been installed or used. Issuance is the point at which Vista Kencana has completed validation and delivered the product.
- Refund requests must come from the account holder or authorised contact on the order.
3. Errors, Reissues and Replacements
- Vista Kencana will reissue a certificate free of charge if there is an error on Vista Kencana's side.
- Vista Kencana will reissue a certificate free of charge within its validity period if there is an error on the client's side.
- Where applicable, a faulty token reported within 7 days of delivery is eligible for a free replacement.
4. How to Request a Refund
- Email info@vistakencana.com.my with your order number, application reference and reason for the request.
- Vista Kencana will verify that you are the account holder or authorised contact and check that no certificate has been issued.
- Vista Kencana will reply with its decision within 2 business days.
- If approved, Vista Kencana will cancel the application and process the refund.
Refund enquiries: info@vistakencana.com.my
5. Contact Us
For questions about this policy or a refund request, please contact Vista Kencana.
6. Changes to This Policy
Vista Kencana may update this policy from time to time. The version in effect on the date of your purchase applies to your order. Changes will be posted on this page with a revised "Last updated" date.
7. Exceptions
The Executive Director of Vista Kencana may approve a refund or other remedy outside this policy for a client's request. Their decision is final and applies only to that case.