• Part 1 - Terms of Service
• Part 2 - Refund Policy
• Part 3 - Privacy Policy
• Part 4 - Delivery Policy

Terms of Service

(Updated as of 06/09/2023)

Please carefully review these Terms of Service before utilising the royalevape.com website. This website is managed by Platinum Spade Sdn Bhd (1306581-T)

Throughout the website, the terms "we," "us," and "our" pertain to both Royale Vape and Platinum Spade Sdn Bhd. Royale Vape provides this website, encompassing all information, tools, and services accessible on this site, under the condition that you accept and comply with all the terms presented herein. These Terms are applicable to all visitors, users, and anyone else who accesses or utilises the Service.

By visiting our site or making a purchase from us, you engage with our "Service" and consent to adhere to the subsequent terms and conditions ("Terms of Service" or "Terms"), including any additional terms, conditions, and policies mentioned herein or linked within. These Terms of Service extend to all users of the site, encompassing but not limited to individuals browsing, vendors, customers, merchants, and content contributors.

When you access or employ any portion of the site, you are indicating your agreement to be bound by these Terms of Service. If you do not agree to all the terms and conditions stipulated in this agreement, you should refrain from accessing the website or using any of its services. If these Terms of Service are perceived as an offer, acceptance is explicitly limited to these Terms of Service.

Any additional features or tools incorporated into the existing store will also be governed by the Terms of Service. You can always access the most up-to-date version of the Terms of Service on this page. We retain the right to amend, modify, or substitute any section of these Terms of Service by publishing updates and/or revisions on our website. It is your duty to periodically review this page for any alterations. Your ongoing utilisation of or access to the website subsequent to the publication of any changes signifies your acceptance of those changes.

Section 1 - Online Marketplace Terms

By accepting these Terms of Service, you affirm that you have reached the age of majority in your state or province of residence and have granted us permission for any of your minor dependents to utilise this site.

It is prohibited to employ our products for unauthorised or unlawful purposes, and while using the Service, you must not infringe upon any laws in your jurisdiction, including but not limited to copyright laws.

Transmission of any worms, viruses, or any code with harmful intent is strictly prohibited.

Failure to comply with or violate any of these Terms will result in an immediate termination of your access to our Services.

Section 2 - General Conditions

We retain the authority to decline service to anyone, at our discretion, for any reason and at any time.

You acknowledge that your consent, excluding credit card details, may be transmitted without encryption, involving (a) conveyance over diverse networks, and (b) adjustments to comply with the technical prerequisites of connecting networks or devices. Credit card information, however, is consistently encrypted during transmission over networks.

You consent not to replicate, duplicate, copy, vend, exploit, or resell any part of the Service, use of the Service, or access to the Service, as well as any contact on the website through which the Service is provided, without obtaining express written permission from us. The headings used in this agreement are included solely for convenience and will not restrict or otherwise affect these Terms.

Section 3 - Accuracy, Completeness, and Timeliness of Information

We cannot be held responsible if the information presented on this site is not accurate, comprehensive, or up-to-date. The content on this site is intended for general informational purposes and should not be solely relied upon for decision-making without consulting primary, more accurate, complete, or timely sources of information. Relying on the material on this site is done at your own risk.

This website may include historical information, which, by nature, is not current and is provided solely for your reference. We reserve the right to modify the content of this site at any time; however, we are not obligated to update any information on our site. You acknowledge that it is your responsibility to keep track of any changes made to our site.

Section 4 - Modifications to the Service and Prices

Our product prices are subject to change without advance notice.

We maintain the right to modify or terminate the Service (or any part of its content) at any time without prior notification.

You recognise that we are not held accountable, whether to you or any third party, for any alterations, price revisions, suspensions, or discontinuations of the Service.

Section 5 - Products or Services

Certain products or services may be exclusively available online through the website. These items may have limited quantities and are eligible for return or exchange only as outlined in our Refund Policy.

We have made diligent efforts to represent the colours and images of our products in the store as accurately as possible. However, we cannot guarantee that your computer monitor will display colours with complete accuracy.

While we have the right to limit the sales of our products or services to specific individuals, geographic regions, or jurisdictions, we are not obligated to do so. This right may be exercised on a case-by-case basis. Additionally, we have the discretion to restrict the quantities of any products or services we offer. All the products descriptions and pricing are subject to alteration at any time without prior notice, at our sole discretion. We also reserve the right to discontinue any product at any time. Any offers for products or services presented on this site are void where prohibited.

We cannot guarantee that the products, services, information, or any other material you acquire through us will meet your expectations in terms of quality. Additionally, we do not assure that any errors in the Service will be rectified.

Section 6 - Accuracy of Billing and Account Information

We retain the right to decline any order you submit to us. At our discretion, we may limit or cancel the quantities purchased per individual, per household, or per order. These limitations may encompass orders placed under the same customer account, the same credit card, or utilising identical billing and/or delivery details. Should we decide to modify or cancel an order, we will make an effort to notify you by reaching out to the email address, billing address, or phone number provided during the order placement.

You are responsible for furnishing up-to-date, complete, and accurate purchase and account information for all transactions conducted at our store. It is your obligation to promptly update your account and other pertinent information to facilitate the completion of your transactions and ensure we can reach you as required.

For more detailed information, please refer to our Refund Policy.

Section 7 - Optional Tools

We may grant you access to third-party tools that we do not oversee, control, or influence.

You recognise and consent that we provide access to these tools "as is" and "as available," devoid of any warranties, representations, or conditions of any kind, and without endorsing them. We bear no liability for any issues arising from or connected to your utilisation of these optional third-party tools.

Should you choose to use these optional tools provided through the site, you do so at your own discretion and risk. It is your responsibility to be well-informed about and accept the terms offered by the relevant third-party provider(s).

Furthermore, in the future, we may introduce new services and/or features via the website, including the introduction of new tools and resources. Such new features and/or services will also be governed by these Terms of Service.

Section 8 - Third-Party Links

Some of the content, products, and services accessible through our Service may incorporate materials from third parties.

The presence of third-party links on this site may lead you to websites that are independent of our affiliation. We do not take on the responsibility of inspecting or assessing the content or accuracy of these third-party materials or websites, and we provide no assurances regarding them. Consequently, we disclaim any liability or obligation for any third-party materials, websites, as well as any other materials, products, or services from third parties.

We hold no liability for any harm or damages associated with the acquisition or use of goods, services, resources, content, or any other transactions conducted through third-party websites. It is essential that you carefully review the policies and practices of the third party and ensure your comprehension of them before engaging in any transaction. If you have any complaints, claims, concerns, or questions concerning third-party products, kindly address them directly to the third party.

Section 9 - User Comments, Feedback, and Other Submissions

If, upon our request, you submit certain specific contributions (such as contest entries), or even without our request, you send creative concepts, suggestions, proposals, plans, or other materials, whether through online means, email, postal mail, or any other method (collectively referred to as "comments"), you hereby consent that we are entitled to, at any time and without constraints, edit, replicate, publish, distribute, translate, and employ in any medium the comments you provide to us. We are not obligated to:

(1) maintain the confidentiality of any comments;

(2) offer compensation for any comments; or

(3) respond to any comments.

While we may, at our discretion, choose to monitor, modify, or delete content, we have no obligation to do so. We will act in accordance with our sole judgment to remove any content that we deem to be illegal, offensive, threatening, defamatory, libelous, pornographic, obscene, or otherwise objectionable or that violates any party's intellectual property rights or the stipulations outlined in these Terms of Service.

You commit to ensuring that your comments do not infringe upon the rights of any third party, which includes but is not limited to copyright, trademark, privacy, personality, or any other personal or proprietary rights. Furthermore, you pledge that your comments will not include defamatory or otherwise illegal, abusive, or obscene content, nor introduce any computer viruses or other harmful software that could disrupt the operation of the Service or any associated website. It is prohibited to employ a fictitious email address, pose as someone other than yourself, or engage in any form of deception that might mislead us or third parties regarding the source of your comments. You bear sole responsibility for the comments you submit and their accuracy. We disclaim any responsibility and accept no liability for comments posted by you or any third party.

Section 10 - Personal Information

Your submission of personal information through the store is governed by our Privacy Policy. View our Privacy Policy.

Section 11 - Errors, Inaccuracies, and Omissions

From time to time, there might be information on our site or within the Service that contains typographical errors, inaccuracies, or omissions. These may pertain to product descriptions, pricing, promotions, offers, product delivery charges, delivery times, and availability. We hold the right to rectify any errors, inaccuracies, or omissions, and to modify or revise information or cancel orders if any information within the Service or on any associated website proves to be inaccurate, without prior notice, even after your order has been placed.

We do not undertake the responsibility to periodically update, modify, or clarify information within the Service or on any related website, including but not limited to pricing details, unless required by applicable law. The presence of a specific update or refresh date in the Service or on any associated website should not be interpreted as an indication that all information in the Service or on any related website has been revised or updated.

Section 12 - Prohibited Uses

In addition to the other restrictions outlined in the Terms of Service, you are forbidden from utilising the site or its content for the following purposes:

(a) Engaging in any unlawful activities,

(b) Soliciting others to partake in unlawful actions,

(c) Violating any international, federal, provincial, or state regulations, rules, laws, or local ordinances,

(d) Infringing upon or violating either our intellectual property rights or the intellectual property rights of others,

(e) Engaging in any form of harassment, abuse, insults, harm, defamation, slander, disparagement, intimidation, or discrimination based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability,

(f) Submitting false or misleading information,

(g) Uploading or transmitting Viruses or any other malicious code that could potentially disrupt the functionality or operation of the Service, related websites, other websites, or the Internet,

(h) Collecting or tracking the personal information of others,

(i) Engaging in spamming, phishing, pharming, pretexting, spidering, crawling, or scraping,

(j) Pursuing any obscene or immoral objectives, and

(k) Interfering with or bypassing the security features of the Service, related websites, other websites, or the Internet.

We retain the right to terminate your access to the Service or any related website should you violate any of these prohibited uses.

Section 13 - Disclaimer Of Warranties; Limitation of Liability

We do not guarantee, represent, or warrant that your use of our service will be uninterrupted, timely, secure, or error-free.We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties, or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

Under no circumstances shall Royale Vape or Platinum Spade Sdn. Bhd, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers, or licensors be held liable for any form of damages, whether direct, indirect, incidental, punitive, special, or consequential. This includes but is not limited to, damages such as lost profits, lost revenue, savings, data loss, replacement costs, or any similar losses. These damages may arise from your use of the service or any products obtained through the service, or from any other claim connected in any way to your utilisation of the service or any product. This encompasses errors or omissions in any content and any loss or damage resulting from the use of the service or any content (or product) posted, transmitted, or otherwise provided through the service, even if we have been advised of the possibility of such damages. Please be aware that in some states or jurisdictions where certain laws do not permit the exclusion or limitation of liability for consequential or incidental damages, our liability will be restricted to the maximum extent allowed by law.

Section 14 - Indemnification

You consent to indemnify, safeguard, and absolve Royale Vape, as well as our parent company, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns, and employees, from any claims or demands. This includes claims made by third parties and also encompasses reasonable attorney's fees. These claims may arise due to your infringement of these Terms of Service or the documents they reference, or your violation of any law or the rights of a third party.

Section 15 - Severability

Should any provision within these Terms of Service be deemed unlawful, void, or unenforceable, it shall, nevertheless, be enforceable to the fullest extent permitted by the applicable law. The unenforceable portion will be considered severed from these Terms of Service. Such a determination shall not impact the validity and enforceability of the remaining provisions.

Section 16 - Termination

The responsibilities and liabilities of the parties accrued prior to the termination date will persist even after this agreement has been terminated, for all intents and purposes.

These Terms of Service remain in effect unless and until they are terminated by either you or us. You have the option to terminate these Terms of Service at any time by informing us of your decision to discontinue using our Services or by ceasing to use our website.

If, in our sole discretion, you fail to comply with any term or provision of these Terms of Service, or if we have reason to suspect such non-compliance, we reserve the right to terminate this agreement without prior notice. In such cases, you will remain responsible for all outstanding amounts owed up to and including the termination date. Additionally, we may deny you access to our Service (or any portion thereof).

Section 17 - Entire Agreement

The fact that we do not exercise or enforce any right or provision outlined in these Terms of Service does not signify a waiver of that right or provision.

These Terms of Service, along with any policies or operational regulations posted on this site or concerning the Service, constitute the comprehensive agreement and understanding between you and us. They govern your utilisation of the Service, supplanting any earlier or concurrent agreements, communications, and proposals, whether oral or written, between you and us. This includes any previous versions of the Terms of Service.

Any uncertainties in the interpretation of these Terms of Service will not be construed against the party responsible for drafting them.

Section 18 - Governing Law

The Terms of Service, as well as any separate agreements through which we offer you Services, shall be subject to and interpreted in accordance with the laws of Malaysia.

Section 19 - Changes to Terms of Service

We retain the authority, at our sole discretion, to make the following changes at any time and as needed, either temporarily or permanently, in whole or in part:

(i) Modify, change, delay, temporarily suspend, cease, or terminate the promotion/offer, or modify the structure, type, or distribution of the promotion/offer; and

(ii) Modify, change, or delete these terms and conditions, with or without prior notice. Your participation in the promotion/offer obliges you to adhere to the most current version of the terms and conditions.

Section 20 - Contact Information

Refund Policy

(Updated as of 06/09/2023)

We appreciate your patronage at royalevape.com. In the unlikely event that our products do not meet our quality standards, we may consider issuing a refund, subject to our discretion. Please note that our refund policy has a 7-day duration. If more than 7 days have elapsed since your purchase, regrettably, we are unable to provide a refund or exchange.

GENERAL WARRANTY

Our standard warranty begins upon your purchase and remains valid for a period of 7 consecutive calendar days.

Prior to departing the store, we kindly ask that you thoroughly examine your items, as any signs of wear and tear, scuffs, or scratches will result in the automatic voiding of your warranty.

Customers are responsible for covering the return delivery expenses to our facility. Royale Vape will cover the delivery costs associated with replacing any defective devices. To initiate a return or request support, please submit a receipt by emailing us at [email protected].

 If you received free delivery on your order, our delivery costs will be deducted from your refund/credit.

Orders that are delivered will incur a 10% restocking fee.

What IS covered:

• DOA devices (not turning on or functioning)

• Screen malfunctions

• Chip issues (auto-firing, not recognising any atomizers, “low battery” on a fully charged battery)

• Manufacturing defects

• Internal battery defects (if applicable)

What is NOT covered: 

• Consumable items (e-liquid, tanks, coils, pods, empty pods, batteries, accessories, and parts)

• Damaged devices (improper usage, water damage, drops, abuse, wear and tear)

• Cosmetic issues

• Tank leaks, dry hits, or shorted coils

• Units functioning up to spec (i.e. you changed your mind)

• Modified products

• Software issues

• Using improper or damaged battery in device

• Clearance items

• Final Sale items

Determining warranty coverage

To ascertain whether your device qualifies for warranty coverage, we will undertake a thorough troubleshooting procedure. We have two primary motivations for this approach.

Firstly, many warranty claims do not involve genuinely defective units. Instead, they frequently pertain to relatively straightforward issues that can be resolved with the assistance of our knowledgeable vape experts, often referred to as vaporistas.

Secondly, to fulfill the rigorous requirements set by our suppliers and manufacturers for processing returns, it is imperative that we adhere to specific conditions.

General inquiry:

• Was the device working out of the box?

• When did the problem first arise?

• Can the problem be replicated?

Visual inspection: 

• Is the exterior damaged, scuffed, scratched, or bent?

• Is the battery door in good condition?

• Are the battery terminals damaged or shifted?

• Are the 510 pins, seals, and threading damaged?

• Are there signs of water damage?

• Are there signs of fire damage?

Troubleshooting:

• Does the issue persist with different tanks?

• Does the issue persist with different batteries?

• Are the device settings correct?

• Can the issue be resolved with a firmware update/downgrade?

When visiting one of our stores, please be aware that this procedure could require up to 30 minutes of your time. We recommend planning your visit accordingly.

For those submitting returns online, please note that the online process may take up to 7 business days to complete.

Section 1 – Refunds (online)

Upon the receipt and inspection of your return, we will send you a text message to confirm the arrival of your returned item and inform you of the approval or denial of your refund request. Please allow for a processing period of 3 to 14 business days for your refund to be completed.

Section 2 - Sale Items

Refunds are applicable exclusively to regular-priced items; regrettably, sale items are ineligible for refunds.

Section 3 - Exchanges

We solely offer replacements for items in cases of defects or damage. Should you require an exchange for an identical item, please contact us at 0168070500 and deliver the item to the branch you’ve purchased it from:

1. G56 No. 1 CityOne Megamall, Mall, 1, Jalan Song, 93350 Kuching, Sarawak.
2. Royale Vape MetroCity, Metrocity, 93050 Kuching, Sarawak

Section 4 - Delivery

To initiate the return of your product, please send it to the following address: 

1. G56 No. 1 CityOne Megamall, Mall, 1, Jalan Song, 93350 Kuching, Sarawak.

2. Royale Vape MetroCity, Metrocity, 93050 Kuching, Sarawak

Kindly note that you are responsible for covering the delivery expenses associated with the return of your item, and these delivery costs are non-refundable. In the event of a refund, the cost of return delivery will be deducted from your refund amount.

The delivery time for your exchanged product may vary depending on your location.

Privacy Policy

(Updated as of 06/09/2023)

The Privacy Policy outlines the manner in which we gather, utilise, and disclose your personal information when you visit or make purchases on www.royalevape.com (referred to as the "Site").

Information We Collect About You:

Upon visiting the Site, certain details about your device are automatically collected. This information includes data related to your web browser, IP address, time zone, and some of the cookies installed on your device. Additionally, as you navigate through the Site, we gather information about the specific web pages or products you view, the websites or search terms that led you to the Site, and how you interact with the Site. This automatically collected data is referred to as "Device Information."

We employ the following technologies to collect Device Information:

• "Cookies" are data files placed on your device or computer, often containing an anonymous unique identifier. For detailed information on cookies and how to disable them, please visit http://www.allaboutcookies.org.

• "Log Files" record actions occurring on the Site and collect data such as your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

• "Web beacons," "tags," and "pixels" are electronic files used to capture information about your browsing behavior on the Site.

Furthermore, when you make a purchase or attempt to do so through the Site, we gather specific details from you. This information comprises your name, billing and delivery address, payment details, email address, and phone number. We refer to this set of information as "Order Information."

In this Privacy Policy, when we mention "Personal Information," we are referring to both Device Information and Order Information.

How We Utilise Your Personal Information:

The Order Information collected serves various purposes, primarily to fulfill orders made through the Site. This involves processing your payment details, organising delivery, and issuing invoices and/or order confirmations. Moreover, we employ Order Information for the following objectives:

• Communication with you.

Assessing our orders for potential risks or fraudulent activities. Providing you with information or advertising pertaining to our products or services when in alignment with your preferences.

The Device Information we gather plays a role in identifying potential risks and fraud, notably through your IP address. Additionally, it aids in the overall enhancement and optimisation of our Site. This includes generating analytics to understand how our customers browse and interact with the Site, as well as evaluating the effectiveness of our marketing and advertising campaigns.

• We Do Not Share Your Personal Information:

Rest assured, we do not share your Personal Information with third parties unless explicitly mentioned above. However, there may be instances where we are obliged to disclose your Personal Information to comply with applicable laws and regulations, respond to a subpoena or lawful request for information, or protect our rights.

• Behavioral Advertising:

As previously mentioned, we use your Personal Information to offer targeted advertisements or marketing communications that we believe may be of interest to you.

• We Do Not Track:

Please be aware that we do not modify our data collection and usage practices on the Site in response to Do Not Track signals from your browser.

• Data Retention:

Upon placing an order through the Site, we will retain your Order Information in our records, unless you request the deletion of this information.

• Minors:

The Site is not designed for individuals under the age of 18.

• Changes:

We may periodically update this privacy policy to account for changes in our practices or for other operational, legal, or regulatory purposes.

• Contact Us:

Delivery Policy

(Updated as of 06/09/2023)

1. General Information

Product availability will determine the status of your order. In the event that an item is unavailable when you make your purchase, we will promptly inform you and provide a full refund for your order using an online payment transfer method.

2. Delivery Location

The products featured on our website can only be delivered exclusively to addresses within [Kuching, Sarawak]. We are currently unable to offer delivery to locations outside of [Kuching, Sarawak].

3. Delivery Time

Everyday delivery batch times are:  

11:00 AM - 12:00 PM - 1:00 PM - 2:30 PM - 3:30 PM - 4:30 PM - 6:30 PM

4. Delivery Instructions

[You can provide special delivery instructions on the check-out page of our website.]

5. Damaged Items in Transport 

If there is any damage to the packaging on delivery, contact us immediately at [016-8070500 - Royale Vape].

6. Delivery Conditions

We will deliver our products to the address you specify, with delivery services available within Kuching, Sarawak. It's important to ensure that someone is present to receive the products during delivery. Customers are responsible for covering the delivery cost in case a second delivery attempt is required.

Platinum Spade Sdn Bhd assumes no responsibility for any damage to our products after they have been delivered to the designated destination. We kindly request a responsible individual to inspect the products for any damage upon delivery. If any damage is discovered upon receipt, the customer should decline acceptance of the parcel and promptly return it to the courier representative. 

Once the products have been delivered and signed for, Platinum Spade Sdn Bhd cannot be held liable for any subsequent damage to the products or any failure to adhere to the provided instructions.

 7. Questions