Terms & Policies

Fine porcelain asks to be packed properly and carried carefully. Here is how your order reaches you, wherever you are, and what to do if anything goes wrong on the way.

Where we deliver

You can order from this website for delivery anywhere in Malaysia, West and East alike.

We deliver outside Malaysia too, by arrangement. Write to customercare@casaaseana.com with the pieces you would like and your full delivery address. We reply with the delivery charge in writing. Once you accept it, we send you a secure payment link for the pieces and the delivery together, and we pack your order when payment reaches us. Nothing is charged until you have seen and accepted the full amount.

Where we cannot send. There are places our couriers will not carry porcelain, and places we are not permitted to send goods to at all. If you ask us to send to one of them, we will tell you when we reply to your enquiry, before anything is quoted or charged.

When your order leaves us

Orders are packed and despatched within 2 working days, Monday to Friday. Orders placed at the weekend or on a public holiday are packed on the next working day. Pre-orders are despatched on the date shown on the product page.

Gift orders that include a handwritten note may take a day longer. We would rather take the extra day than rush a gift.

An order going abroad also needs its customs paperwork prepared, which we do on the same day we pack. What we cannot control is how long the parcel then sits at either border — see How long it takes.

Delivery charges

Delivery within Malaysia is free on orders of RM500 or more. Below that, a delivery charge applies, and it is shown at checkout before you pay. For an order going abroad it is in the written quote we send you, before you pay.

Within Malaysia, the charge is shown at checkout before you pay. Corporate and bulk orders are quoted with your order.

How the delivery charge is worked out

Porcelain has to be packed generously to travel safely, so our parcels are bulkier than they are heavy. Couriers charge on whichever is greater — what a parcel actually weighs, or the space it takes up on the aircraft. For our pieces it is almost always the space. That is why a delivery charge can look high next to a single small piece, and why ordering two or three pieces together costs far less than ordering them one at a time.

Our delivery charge is set from what the courier charges us. We do not add a handling fee on top.

How long it takes

Once despatched, orders usually arrive within a few working days in West Malaysia, and take a little longer to East Malaysia. For an order going abroad, the delivery time is given with your quote.

These are the times our courier gives us, not a guarantee, and for an order going abroad they do not include any time a parcel is held at customs. Weather, festive volume, remote addresses and a slow customs queue can all add days. If a parcel is held at your border we will tell you what has been asked for and help you answer it.

How we pack it

Each piece travels in its own gift box, along with the care card that tells you how to keep the gold detailing as it arrived. The boxes are then covered with protective wrapping and packed inside an outer carton, which cushions them, absorbs shock and stops anything shifting on the journey. The outer carton is marked FRAGILE. Orders going abroad get a heavier outer carton and more cushioning, because they are handled more times.

Tracking your order

You will have an email confirming your order, and a second one with a tracking number once it leaves us. If the second email has not arrived within 3 working days, please check your spam folder and then write to us at customercare@casaaseana.com.

The address we need

Please give us a full street address with a unit or floor number, a postcode, and a telephone number the courier can actually reach — most delays we see come from an incomplete address rather than a slow courier. We cannot deliver to P.O. boxes, or to parcel lockers and self-collection boxes: our parcels need to be handed to a person and signed for, and a locker is no place for porcelain.

Some countries need more than an address. A few require the person receiving a parcel to give customs a personal identification or tax number before it can be released — South Korea, Brazil and Italy among them. If yours is one, we will ask you for it after you order. We use it only for the customs declaration, we pass it only to the courier and the customs authority, and we delete it when the order is closed.

Festive periods

Hari Raya, Chinese New Year, Deepavali and Christmas are our busiest weeks, and the couriers’ busiest too. We publish an order-by date before each one so a gift arrives in time, and we announce it twice — once when it is set, and again as it approaches. Orders to East Malaysia and orders going abroad have earlier order-by dates than the peninsula.

If nobody is available

Our courier will leave a card or contact you to arrange redelivery. If a parcel comes back to us because the address was wrong or nobody claimed it, we will contact you to arrange redelivery and charge the delivery again at cost. We are sorry to have to — it is simply what it costs us to send the parcel a second time.

If your parcel arrives damaged

Photograph the carton and the piece before you throw any packaging away, then write to us within 7 days of receiving your order. We replace the piece at no cost to you. Our Returns & Refunds page sets out what happens next, and it applies wherever in the world you are.

Orders going outside Malaysia

Duties and taxes are yours

When an order is delivered outside Malaysia, you are the importer of it. Any import duty, tax, customs charge or clearance fee raised by the country it is going to is yours to pay. In most cases the courier clears the parcel on your behalf and asks you for what is owed before they hand it over. These charges are separate from anything you have paid us, they are set by your government and not by us, and we receive no part of them. Our written quote says this again, and by paying through the payment link you confirm that you have read it and accept it.

We cannot tell you exactly what you will be charged, because it depends on your country’s rules and on the value of your order. What we can do is tell you honestly what is usual, and the table below sets out the position for our main destinations at the time of writing. Please treat it as a guide and check your own country’s current rules — they change, and some of them changed recently.

How we declare your order to customs

We declare every parcel honestly: the pieces it contains and the price you actually paid for them. We are sometimes asked to mark an order as a gift, or to write down a lower value so that less is charged on arrival. We will not do it, for anyone, in any market. It is a false customs declaration, it puts you as the importer at risk as much as it puts us at risk, and it could void any cover on your parcel if it is lost or broken.

If a parcel is refused, or comes back

If an order is refused, or is returned to us because a customs charge was not paid or clearance was not completed, we will refund the price of the pieces once they reach us and we have checked them. We will deduct what it cost us to send the order out and to bring it home. This is the one part of ordering from abroad we ask you to take seriously: please be sure you are willing to pay whatever your own customs asks for before you order.

Sending a piece back from abroad

Our Returns & Refunds policy applies wherever you are. Please always write to us before sending anything back, so we can give you a return address and mark the paperwork correctly — a parcel returned without that can be charged import duty on the way into Malaysia, and we would have to take that off your refund. What we cannot refund is duty or tax you have already paid to your own country; that money went to them, not to us, and you may be able to reclaim it from your customs authority when goods are returned.

Paying in Ringgit

Our prices are in Malaysian Ringgit and that is the amount we charge. If your card is in another currency your bank converts it at their rate on the day and may add a foreign transaction fee, so the figure on your statement can differ a little from the figure we charged. That difference is between you and your bank — we neither set it nor receive it. Any price we show in another currency is a guide to help you decide, not the amount charged.

Corporate, hospitality and diplomatic orders

Bulk and corporate deliveries are quoted with your order and can be scheduled to a date you choose, including delivery to more than one address and to more than one country. Please speak to your Casa Aseana contact, or write to customercare@casaaseana.com.

Questions

Write to customercare@casaaseana.com. We answer email between 11am and 6pm, Malaysian time, Monday to Friday.

Every Casa Aseana piece is made to be used — brought to the table and passed across it. If something arrives not as it should be, or a piece turns out not to be right for you, we will put it right. Find the section below that matches your situation. If you are not sure which one applies, write to us and we will guide you.

If your order arrives damaged

Fine porcelain travels well when it is packed well. It is why we pack the way we do. But a carton can still take a hard knock in transit, and if that happens to your order, we replace the piece.

• Tell us within 7 days of receiving your order.
• Photograph the piece and the outer carton and packing material before anything is thrown away. We need both — the carton tells the courier’s part of the story, the piece tells yours.
• Email customercare@casaaseana.com with your order number and the photographs.
• We replace the piece at no cost to you, delivery included. If it is no longer available, we refund it in full.
• Please do not post broken porcelain back to us. Once we have your photographs, dispose of it safely.

If a piece is faulty or not as we described it

If a piece has a manufacturing fault, or does not match how we described it, tell us within 7 days of receiving your order and we will replace or refund it, and refund what you paid for delivery. That 7 days is our own promise — nothing on this page reduces your rights under the Consumer Protection Act 1999, which last longer.

Where we need the piece back, we pay to collect it and we pay to send the replacement out. Please use an ordinary tracked service if you are sending it yourself; if you choose something faster than our own standard delivery, we cover up to what ours would have cost.

One honest note about the gold. The gold detailing is fired onto the finished glaze. Every piece is hand wash only, and we say so on the product page before you buy as well as on the care card in your box. Gold that lifts or flakes soon after delivery is a manufacturing fault, and the 7 days above covers it. Your rights under the Consumer Protection Act 1999 continue beyond that. Gold that gradually dulls or thins with washing and use over time is normal wear, not a fault — it is what a fired-on gold finish does over a long life.

If you have simply changed your mind

Tell us within 7 days of receiving your order and you may return an unused piece for a full refund of the price of the pieces, provided that:

• it is unused and unwashed;
• the piece is undamaged, and so is its box;
• it is in its original box, with the care card and any sleeve or ribbon it came with;
• you pay the return postage, and we do not refund the delivery charge on the original order.

Write to us before you send anything back. Tell us within the 7 days and we will confirm the return and send you the return address and packing instructions. A piece that arrives back without us expecting it is far more likely to arrive broken, and we may not be able to trace it to your order.

How to pack a return. Send it back the way it reached you: each piece in its own gift box, wrapped, inside an outer carton with protective material around it so nothing rests against the wall of the parcel, and the carton marked FRAGILE. Please use a tracked service, and photograph the packed parcel before you seal it.

If you would rather not arrange it yourself, tell us and we will arrange collection with our own courier and deduct its cost from your refund.

We refund once the piece has reached us and been checked. Malaysian law does not require us to accept a change-of-mind return, and we offer it because we would rather you bought without hesitating.

Boxed sets

A boxed set is priced and packed as a set, so we are not able to take back part of one. Please return a set complete, in its box.

What we are not able to accept

• Pieces that have been used or washed, unless they are faulty.
• Pieces damaged in use — a knock, a chip or a crack after delivery.
• A change-of-mind return that you did not tell us about within the 7 days.
• Gold worn by a dishwasher, by soaking, or by abrasive cleaning.
• Gold that has dulled or thinned gradually with washing and use over time.
• Pieces returned without their original box, or with the box damaged.
• Personalised pieces and bespoke commissions.

We do not offer exchanges

We are not able to swap one piece for another. If you would prefer a different piece, return the first on the terms above and place a new order for the one you want.

How to start a return

1. Email customercare@casaaseana.com with your order number, what happened, and photographs if a piece is damaged or faulty.
2. We reply within 2 working days with what to do next, and a return address if we need the piece back.
3. Pack the piece as carefully as it reached you and send it to the address we give you. Please keep your proof of postage.
4. We check the piece on arrival and confirm your refund or replacement by email.

Please do not send anything back before writing to us — we may not be able to trace an unannounced return to your order.

Refunds

Refunds go back to the card or account the order was paid from — we cannot refund to a different one. Once we have checked the returned piece we confirm your refund by email, and it reaches you within 30 days, usually sooner, depending on your bank.

Where a piece was faulty, damaged or not as we described it, we refund what you paid for delivery as well. Where you have simply changed your mind, we refund the price of the pieces and not the delivery charge — the delivery was made.

If you received your piece as a gift

You are welcome to write to us directly — you do not need to go back to the person who gave it to you, and we will not tell them what they paid. Where a piece arrived damaged or is faulty, we will replace it with you. Where a refund is due it has to return to the payment method the order was paid from, which means it goes back to the person who bought it. We do not offer gift cards or store credit.

If your order was delivered outside Malaysia

Every promise on this page applies to you. A piece that arrives damaged is replaced. A piece that is faulty or not as we described it is replaced or refunded. You may change your mind within 7 days. Distance does not change any of that. What distance does change is the practical side, and it is worth reading before you order.

Always write to us first. This matters more from abroad than it does at home. We give you a return address and we tell you exactly how to mark the paperwork, because a parcel sent back without the right customs wording can be charged import duty on the way into Malaysia — and we would have to take that charge off your refund. A returned parcel should be declared as returned goods, not for resale, with our reference on it. We will give you the wording.

We cannot refund what you paid your own government. Import duty, tax, clearance or brokerage fees you paid to your country went to them, not to us. Many customs authorities will refund them when goods are exported again, and we will give you the paperwork to ask; but the claim is one you have to make, and we cannot make it for you.

If a piece is faulty or arrived damaged, the return is at our cost and our risk, as it is anywhere. Please do not post broken porcelain back to us: once we have your photographs, dispose of it safely. Where we need a faulty piece back, we arrange and pay for the collection ourselves.

If you have simply changed your mind, the return postage is yours, exactly as it would be within Malaysia, and we do not refund the original delivery charge. Please be realistic about this: international postage on a fragile parcel can cost as much as the piece. Write to us first, before you spend anything, so we can tell you what the return will involve.

Refunds are made in Ringgit, for the Ringgit amount you were charged, back to the account the order was paid from. If the exchange rate has moved since you ordered, the sum reaching you may differ a little. That is your bank’s conversion, not a deduction by us.

Refused parcels are different. If an order comes back because a customs charge was not paid or clearance was not completed, our Shipping & Delivery page sets out what happens: we refund the pieces less what it cost us to send the order out and bring it home. Please be sure you are willing to pay whatever your own customs asks for before you order.

Corporate, bulk and gifting orders

Orders placed through our corporate gifting, hospitality or diplomatic accounts are covered by the terms confirmed with your order, not by this page. Please speak to your Casa Aseana contact.

Talk to us

Write to customercare@casaaseana.com. We answer email between 11am and 6pm, Malaysian time, Monday to Friday.

1 · Who we are

These terms are between you and Seni Juta (M) Sdn Bhd (1119553-X), trading as Casa Aseana, located in Kuala Lumpur, Malaysia.

You can reach us at hello@casaaseana.com or customercare@casaaseana.com. We answer emails between 11am and 6pm, Malaysian time, Monday to Friday.

2 · About these terms

These terms apply to every order placed through www.casaaseana.com. By placing an order you accept them. Please read them before you order — if you do not accept them, please do not place an order.

We may change these terms. The version that applies to your order is the version published on the day you place it, and we keep a dated copy of each version.

These terms cover purchases by consumers, in Malaysia and abroad. Orders placed through our corporate gifting, hospitality or diplomatic accounts are covered by the terms confirmed with that order — see clause 15.

If you are ordering from outside Malaysia. These terms are written under Malaysian law, and clause 21 explains how that works. Your own country may give you rights as a consumer that cannot be taken away by a contract. Where it does, you keep them, and nothing in these terms is meant to reduce them. Clauses 6 and 9 set out the parts of ordering from abroad that differ — chiefly customs, duty and how long delivery takes — and our Shipping & Delivery page carries the detail.

3 · Who may order

You must be at least 18 years old and able to enter a contract. By ordering you confirm that you are.

You can order through our checkout for delivery within Malaysia. For delivery anywhere else, please write to us first: we quote the delivery charge in writing and, once you accept it, send you a payment link. Our Shipping & Delivery page explains how this works.

Where we cannot send. Some countries our couriers will not carry porcelain to, and some we are not permitted to send goods to at all. If you ask us to send to one of them, we will tell you when we reply to your enquiry, before anything is quoted or charged.

4 · Your account

You may order as a guest or create an account. If you create one, please keep your password to yourself and tell us if you think someone else has used it. Please also keep your details accurate — most delivery problems we see come from an out-of-date address.

We will only suspend or close an account for one of these reasons:

• Fraud or payment abuse — where we have reasonable grounds to believe the account has been used for fraud, with a stolen or unauthorised payment method, or to obtain refunds or replacements dishonestly.
• Abuse of our people — where the account holder threatens, harasses or is abusive towards a member of our team or a delivery partner.
• Repeated undeliverable orders — where three or more orders have failed because the address given was wrong or nobody accepted the delivery, we have written to you about it, and it has happened again since.

How we go about it:

• We write first. We tell you which reason applies, what would put it right, and give you 14 days to do so.
• Two exceptions. Where we reasonably suspect fraud, or where a member of our team has been threatened, we may suspend immediately and write to you straight afterwards.
• Suspension before closure. We close an account only where the conduct continues after we have written, or is serious enough that suspension is not a sensible answer.
• It costs you nothing, and you lose nothing. We make no charge for suspending or closing an account. Any order we have already accepted is completed or refunded in full, and closing an account does not affect a refund you are owed, your rights under our Returns & Refunds policy, or your rights under Malaysian law.
• You can ask us to look again. Reply to us and a person will review it. If we agree we got it wrong, we reinstate the account.

These are the only reasons we will suspend or close an account, and we will always tell you which one applies.

5 · Our products

Our pieces are fine porcelain with gold detailing fired onto the finished glaze. No two pieces are identical, and small variations in the placement and depth of the detailing are a feature of how they are made rather than a fault.

Colours on your screen will not match the piece exactly. Screens differ, and porcelain and gold photograph differently under different light. If a piece is not what you expected, our Returns & Refunds policy applies.

Care. Every piece is hand wash only. The gold detailing is fired onto the glaze. It will wear quickly if a piece is put through a dishwasher, left to soak, or cleaned with an abrasive, and it will also soften gradually with ordinary washing and use over a long life. Gold cannot go in a microwave or an oven at all. Full instructions, including how to avoid sudden changes of temperature, are on our Care Guide page, and a care card comes in every box.

Dimensions and capacities on a product page are approximate.

We show a piece as available in good faith, but availability can change between your order and our acceptance of it. See clause 7.

6 · Prices and where we deliver

Prices are quoted in Malaysian Ringgit, and Ringgit is what we charge. If we show a price in another currency it is a guide to help you decide, not the amount taken. Where your card or account is in another currency, your bank converts the Ringgit amount at their rate on the day and may add a foreign transaction fee, so your statement can differ a little from the figure we charged. That difference is set by your bank, not by us, and we receive no part of it. Refunds are made in Ringgit, for the Ringgit amount you were charged; if the exchange rate has moved since, the sum reaching your account may not be identical, and that too is between you and your bank.

The price shown on a product page is the price you pay for that piece. Seni Juta (M) Sdn Bhd, which trades as Casa Aseana, is not registered for Sales and Service Tax, so no SST is charged on your order and nothing is added to it.

Delivery is charged separately. Delivery within Malaysia is free on orders of RM500 or more. Below that, a delivery charge applies. The charge is shown to you before you confirm or pay for your order, and is explained on our Shipping & Delivery page.

Where we deliver. You can order from this website for delivery anywhere in Malaysia, and the delivery charge is shown at checkout before you confirm. Orders going outside Malaysia are taken by arrangement, not through the checkout: write to us with the pieces you would like and your delivery address, and we will quote the delivery charge in writing. Once you accept the quote we send you a secure payment link for the pieces and the delivery together. Your order is placed when that payment reaches us, and the terms in force on that day apply to it. Our Shipping & Delivery page explains how it works.

Orders going outside Malaysia. You are the importer of the order. Customs clearance is your responsibility, as is any import duty, tax, clearance or brokerage charge raised by the country it is going to. In most cases the courier clears the parcel on your behalf and asks you for what is owed before delivering it; where they cannot, you will need to arrange clearance yourself. These charges are separate from anything you have paid us, they are set by your government, and we receive no part of them. Our Shipping & Delivery section sets out what is usually charged in the countries we send to most, as a guide rather than a promise. Our written quote says this again, and by paying through the payment link you confirm that you have read it and accept it.

What we charge, and what we do not. The amount you pay us is the price of the pieces plus delivery. Unless our quote says otherwise, we do not collect your country’s import tax and nothing we take from you is passed to your customs authority.

How we declare your order. We declare every parcel honestly — the pieces it contains and the price you actually paid. We cannot mark an order as a gift, or understate its value, and we will not do so if asked. A false declaration puts you at risk as the importer, and it would void the insurance protecting your parcel.

If an order is refused or comes back. If an order is refused, or is returned to us because a customs charge was not paid or clearance was not completed, we will refund the price of the pieces once they reach us and we have checked them. We will deduct what it cost us to send the order and to bring it back.

We may change prices at any time, but a change will not affect an order we have already accepted.

7 · How an order is made

This clause matters, so it is set out plainly:

• Adding a piece to your basket does not reserve it.
• We may decline an order we cannot lawfully or safely send to your address — see clause 3.
• When you place your order we send an order acknowledgement. That confirms we have received your order. It is not our acceptance of it.
• Your order is accepted, and a contract is formed, when we send the despatch confirmation.
• If we cannot accept your order — because a piece is out of stock, because a price was wrong, or because we cannot deliver to your address — we will tell you and refund you in full, so you are never out of pocket.
• Pre-orders. When a piece is not yet in stock, we may offer it on pre-order. The product page will say so and give an expected despatch date. You pay in full when you place a pre-order, and we will email you when it ships. You may cancel a pre-order at any time before it is despatched, and we will refund you in full.

Once you have placed your order we begin preparing it straight away, so we are not able to change what is in it afterwards. If something is wrong, tell us as quickly as you can and we will do what we can before it leaves us.

We may withdraw a piece from sale or discontinue a collection at any time. That will not affect an order we have already accepted.

8 · Payment

We accept FPX online banking, credit and debit cards and e-wallets, through our payment provider, Fiuu, a Malaysian payment gateway.

Payment is taken when you place your order. That is before we accept it — see clause 7 — so if we cannot accept your order, or cannot supply a piece in it, we refund you in full. You are never charged for something we do not send.

We do not see or store your full card details; those are handled by our payment provider.

If a payment fails or is reversed we may cancel the order.

If something is wrong with an order, please write to us before you dispute the payment with your bank. We can usually put it right faster than a dispute can. If a payment is disputed, we will give our payment provider the order details and proof of despatch and delivery.

9 · Delivery, risk and ownership

Delivery times, charges and areas are set out on our Shipping & Delivery page, which forms part of these terms.

Delivery estimates are estimates, not guarantees.

Risk in a piece passes to you when it is delivered to the address you gave us. Ownership passes when we have received payment in full.

We cannot change a delivery address once an order is placed. Please check it before you confirm. If an address is wrong, tell us immediately and we will try to stop the parcel, but we cannot promise to.

If your order contains several pieces and one is delayed, we may send it in more than one parcel. You will not be charged twice for delivery.

We are not able to deliver to P.O. boxes, or to parcel lockers and self-collection boxes. Our parcels need to be handed to a person and signed for, and a locker is no place for porcelain.

What customs may need from you. A few countries require the person receiving a parcel to give their customs authority a personal identification or tax number before it can be released. If yours is one, we will ask you for it after you order, and we cannot despatch until we have it. We use it only for the customs declaration and pass it only to the courier and that customs authority — our Privacy Policy explains how we hold it.

Delays at a border are not delays we control. Where a parcel is held by customs, or where a charge is raised that has not been paid, the time that takes is not time we can be held to. We will tell you what has been asked for and help you answer it.

If your order is very late. If we have not delivered within 30 days of the despatch confirmation for an address in Malaysia, or within 60 days for an address outside Malaysia, you may cancel and we will refund you in full. The longer window abroad reflects customs, not our packing — but if a parcel is simply lost we will not make you wait it out, and we would rather replace it.

Please look at your parcel when it arrives. If anything is damaged it is much easier to put right if you tell us straight away — see clause 11.

If a piece arrives damaged, please follow the steps on our Returns & Refunds page. Nothing in this clause affects your rights when something arrives broken.

10 · If you want to cancel

You may cancel an order at no cost at any time before we send the despatch confirmation — email us and we will refund you in full.

After despatch, our Returns & Refunds policy applies — wherever in the world your order was going.

11 · Returns, faults and your statutory rights

Our Returns & Refunds policy forms part of these terms.

Please write to us first. If something is wrong with your order, email us at customercare@casaaseana.com before sending anything back. We will tell you what we need and, where a piece has to come back, how to return it.

Nothing in these terms reduces your rights under the Consumer Protection Act 1999. If a piece is faulty or is not as we described it, those rights apply whatever this document says.

Photographs. If a piece is damaged or faulty, please send us photographs of the piece and of the carton and packing material before anything is thrown away. We need them to put a claim to our courier. Please do not post broken porcelain back to us: once we have your photographs, dispose of it safely.

Return postage. Where a piece is faulty, damaged in transit, or not as we described it, we pay to get it back to us and we pay to send the replacement out. We will either send you a prepaid label or refund your postage against a receipt. Please use an ordinary tracked service — if you choose a faster or more expensive one than our own standard delivery, we cover up to what our standard delivery would have cost and the difference is yours.

Where you are returning a piece because you have changed your mind, please tell us first. The return postage is yours, and we do not refund the original delivery charge. Please pack the piece as it reached you — each piece in its gift box, inside an outer carton marked FRAGILE — and use a tracked service. If you would prefer, we will arrange collection with our own courier and deduct the cost from your refund. Where a piece is faulty, damaged in transit or not as we described it, the return is at our risk and our cost.

Care, and the gold detailing. The gold on our pieces is fired onto the finished glaze. It is not dishwasher-safe. Every piece is hand wash only, and we tell you so before you buy: it is on every product page, on our Care Guide page, in clause 5 of these terms, and on the care card in every box.

Gold that has worn after a piece was put through a dishwasher, left to soak, or cleaned with an abrasive is not a fault. Neither is gold that has dulled or thinned gradually through ordinary washing and use over time: a fired-on gold finish is a decorative surface, not a permanent one, and gradual wear is the material behaving as it should. Gold that lifts or flakes soon after delivery is a fault, and our Returns & Refunds policy covers it. None of this affects your rights under the Consumer Protection Act 1999.

12 · Gift orders

If you are sending a piece as a gift, the person who receives it may deal with us directly about a fault or a return; they do not need to come back to you, and we will not tell them what you paid. Where a refund is due it goes to the payment method used for the order.

We do not currently offer gift cards or store credit vouchers.

Promotional codes

From time to time we offer a promotional code. Unless the offer says otherwise:

• one code may be used per order, and codes cannot be combined with another offer;
• a code has no cash value and cannot be exchanged for money;
• a code applies to the price of the pieces, not to delivery;
• we may withdraw or change a code at any time, and we may decline a code that has expired, that has already been used, or that was not issued by us;
• if a piece bought with a code is returned, we refund what you actually paid.

13 · Using our website

Please use our site lawfully and do not attempt to disrupt it, scrape it, or gain access to parts of it that are not public.

Reviews, photographs and anything else you post

We would love you to show us your pieces in use. If you post a review, a photograph or any other content on our site, the following applies.

• What you post must be your own, honest, and lawful. Please do not post anything untrue, offensive, or that infringes someone else’s rights.
• Please do not include another person’s personal details, or a photograph of someone who has not agreed to appear in it.
• You keep ownership of what you post. By posting it you give us permission to show it on our site and in our marketing, without payment, and to edit it for length or size. If you would like us to stop using something, tell us and we will.
• We may remove anything posted on our site, and we do not check everything before it appears. If you think something should not be there, please tell us and we will look at it.

14 · Intellectual property

The Casa Aseana name and logo, our product photography, the text and design of this website, our packaging, and the original artwork from which our pieces are made belong to Seni Juta (M) Sdn Bhd. Please do not copy them or use them commercially without our written permission.

What we do not claim. Songket, and the traditional motifs of the Malay world, are the cultural heritage of Malaysia. They are not ours and we make no claim to them. What is ours is our own work: the particular drawing, arrangement, colouring and application in which we have reinterpreted a motif, together with the photographs and words we use to present it. Nothing in these terms is intended to assert any right over a traditional motif itself, or to prevent anyone else from working with it.

You are welcome to share our product photographs on your own social media, for personal and non-commercial purposes, with credit to Casa Aseana. Please do not alter them, use them to sell anything, or present them as your own. We may withdraw this permission at any time, and any other use needs our written permission first.

15 · Corporate, hospitality and diplomatic orders

Orders placed by businesses, hotels, embassies, retailers and other institutions are made under the terms set out in our quotation and order confirmation. Where those terms differ from anything elsewhere in this document, the quotation applies. The clauses below apply to every such order.

How we quote

We quote in writing. Unless the quotation says otherwise it is valid for 30 days from its date, and prices, quantities and lead times are those stated in it.

Throughout our quotations a piece means one boxed set, not the individual objects inside it. A set of six cups is one piece.

Minimum order quantities apply and are stated in the quotation.

Accepting a quotation

An order is placed when you confirm our quotation in writing. We accept it when we issue an order confirmation, and a contract is formed at that point — clause 7 does not apply to these orders.

For any customised or personalised order, a deposit of 50% is payable on acceptance. The balance is payable before despatch, and we despatch once payment has cleared.

Orders for our standard pieces, without customisation, are paid in full before despatch.

Diplomatic and government orders are paid in full before despatch, whether or not the order is customised.

Lead times

Lead times are given in the quotation and run from the later of your written confirmation, our receipt of the deposit, and your approval of any artwork or personalisation. They are estimates given in good faith. Our pieces are made overseas, so clause 18 applies to any delay outside our control.

Customised and personalised orders

Where an order includes personalisation, logo engraving (bulk corporate and diplomatic/embassy orders only), a bespoke gift box, printed inserts or your own branding, we will send you a proof for approval before anything is made.

We produce to the approved proof. Once you have approved it we are not responsible for an error that was present in the material you gave us or in the proof you approved. Please check spelling, names, dates and logos carefully — this is the point at which they can still be corrected without cost.

Small variation in the placement and depth of the gold detailing is a feature of how our pieces are made, not a defect, and applies equally to customised orders. See clause 17.

If you cancel

Before production begins. You may cancel a customised order at any time before we begin production. We will refund your deposit in full, less any cost we have already committed on your written instruction — for example artwork already produced or materials already ordered for you. We will tell you what that cost is before we deduct it.

After production begins. Once production of a customised order has begun, we keep from your deposit the cost of work completed and materials committed up to the date we receive your cancellation, and refund the rest of it. If that cost is more than the deposit, we may charge you the difference, up to the full price of the order. We will give you a written breakdown of everything we keep or charge.

This is because a piece made to your specification cannot be sold to anyone else. It is not a penalty for cancelling; it is the cost we have already incurred on your behalf.

Stock orders. Where an order is for our standard pieces without customisation, you may cancel at any time before despatch and we will refund you in full.

Delivery to more than one address

We can deliver a corporate order to several addresses. Charges and lead times for split delivery are quoted with the order. Risk in each parcel passes on delivery to the address given for it.

Returns on corporate orders

Our consumer returns policy does not apply to corporate orders. Customised and personalised pieces cannot be returned except where they are faulty or do not match the approved proof. Faulty or damaged pieces are replaced — please tell us within the period stated in our Returns & Refunds policy, counted from when you receive the order, with photographs.

16 · Privacy

How we handle your personal data is set out in our Privacy Policy, which is published in Bahasa Malaysia and English.

Some of the services we rely on to run this shop — our website hosting, our payment provider and the service that sends our emails — process data outside Malaysia. Our Privacy Policy explains which ones and why.

17 · Our liability to you

Your statutory rights come first. Nothing in these terms limits or excludes any right you have under the Consumer Protection Act 1999 or any other Malaysian law that cannot lawfully be excluded. Where anything below conflicts with such a right, the right applies and the wording below does not. If you are ordering from outside Malaysia, the same is true of any right your own country gives you as a consumer that cannot be excluded by a contract.

What we do not limit. We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded.

What we are responsible for. If we fail to meet these terms, we are responsible for loss or damage you suffer that is a foreseeable result of that failure. Loss or damage is foreseeable if it is obvious that it will happen, or if we both knew it might happen when you placed your order.

What we are not responsible for. Subject to the two paragraphs above, we are not responsible for:

• loss or damage that was not foreseeable;
• indirect or consequential loss;
• loss of profit, loss of business, business interruption, or loss of a business opportunity. Our website sells to people buying for themselves. If you are buying for a business, clause 15 applies instead of these terms.

A limit on what we pay. Where we are liable to you, subject to everything above and only so far as the law allows, the most we will pay for any order is the amount you paid for that order, including delivery. This limit does not apply to death or personal injury, or to any right you have under the Consumer Protection Act 1999.

About our pieces. Dimensions, capacities and weights given on a product page are approximate. Small differences in the gold detailing’s placement and depth between one piece and another are a feature of how the pieces are made and are not a defect. Colours on your screen will not match a piece exactly. None of this affects your rights if a piece is genuinely faulty or is not as we described it — see clause 11.

18 · Events outside our control

Our pieces are made overseas and shipped to Malaysia, so occasionally something happens that is genuinely beyond our control. This clause explains what happens then.

What counts. An event outside our control means anything we could not reasonably foresee or prevent, including: delay or disruption to shipping, port congestion, customs clearance, closure of our manufacturer’s factory, flood, storm and monsoon disruption, fire, epidemic or public health restriction, act of government, civil disturbance, industrial action, and failure of public utilities or telecommunications networks.

What we will do. If such an event affects your order we will contact you as soon as we reasonably can, tell you what has happened, and give you our best estimate of the new delivery date. We are not responsible for a delay caused by such an event, and the time for delivering your order is extended by the length of the delay.

Your right to cancel. If the delay runs longer than 30 days from the original estimate, you may cancel your order and we will refund you in full, including delivery. You may also cancel sooner if we tell you the delay will run past that point.

If we cannot supply at all. If the event means we cannot supply a piece at all, we will tell you, cancel that part of your order, and refund you in full. You will not pay for a piece we cannot deliver.

Customised orders. If such an event stops production of a customised order under clause 15 after it has begun, we will tell you where the work has reached and what has already been committed. You may cancel, and we will refund your deposit less the cost of work completed and materials committed up to that point, with a written breakdown. Where the event means the order can never be completed, neither of us is required to go on with it and we will refund you what we have not already spent on your order.

19 · If something goes wrong

Please tell us first — most things are quickest to fix directly. Email us at customercare@casaaseana.com and we will reply within the time stated in our Returns & Refunds policy.

If we cannot resolve it between us, a consumer in Malaysia may bring a claim to the Tribunal for Consumer Claims (TTPM) for claims up to RM50,000, within three years of the claim arising. It is designed to be used without a lawyer and the filing fee is small.

20 · General

Severability

If any part of these terms is found to be unlawful or unenforceable, that part is treated as removed and the rest of these terms continue to apply.

These terms and what we have told you

These terms, together with our Returns & Refunds policy, our Shipping & Delivery section, our Privacy Policy and the description on the product page you ordered from, are the whole agreement between you and us. Nothing here limits our responsibility for anything we have told you dishonestly.

If we do not enforce something straight away

If we delay in enforcing any part of these terms, or do not enforce it at all, that does not mean we have given up the right to enforce it later.

Transferring this agreement

We may transfer our rights and obligations under these terms to another business — for example if ours is sold or restructured — and your rights are not affected. You may not transfer yours to someone else without our written agreement.

Other people

These terms are between you and us, and no one else has the right to enforce them. As a courtesy, we will deal directly with a person who receives a piece as a gift, as clause 12 describes.

How we contact each other

Where these terms say “in writing”, that includes email. We write to you at the email address you gave on your order. Please write to us at customercare@casaaseana.com.

Changes to these terms

Every version of these terms is dated. We may change them, and the version that applies to your order is the one in force on the day you placed it.

21 · Governing law

These terms, and any dispute arising out of them or out of your order, are governed by the law of Malaysia, and the courts of Malaysia have non-exclusive jurisdiction. Nothing in this clause affects your right to bring a claim to the Tribunal for Consumer Claims as set out in clause 19.

If you live outside Malaysia. Choosing Malaysian law does not take away the protection given to you by the law of the country you live in, where that protection cannot be set aside by agreement. You may also be able to bring a claim in your own country’s courts. We would much rather settle it with you directly — please write to us first.

Baca dasar ini dalam Bahasa Malaysia

1 · Who we are

This policy is given by Seni Juta (M) Sdn Bhd (1119553-X), trading as Casa Aseana, of Kuala Lumpur, Malaysia. Under the Personal Data Protection Act 2010 we are the data controller for the personal data described here.

Write to us at customercare@casaaseana.com. We answer email between 11am and 6pm, Malaysian time, Monday to Friday.

2 · When we collect your data

We collect personal data at six points, and this notice is given at each of them:

• Checkout — when you place an order, or pay through the payment link we send for an order going outside Malaysia.
• Newsletter sign-up — when you ask to hear from us.
• Contact form and email — when you write to us with a question.
• Wishlist — when you save a piece for later.
• Account registration — if you choose to create an account rather than order as a guest.
• WhatsApp enquiries — when you reach us on WhatsApp.

3 · What we collect

We do not ask for sensitive personal data, and we would rather you did not send it. If you include something of that kind in a message to us, we will keep it only as long as we need it to answer you.

4 · What we use it for

• Taking, packing and delivering your order, and telling you where it is.
• Handling returns and refunds under our Returns & Refunds policy.
• Answering your questions and keeping a record of what was agreed.
• Sending you our newsletter, only if you have asked for it.
• Keeping the site secure, preventing fraud, and fixing faults.
• Answering a payment dispute, by giving our payment gateway the order and delivery records it asks for.
• Meeting our obligations for tax, accounting and consumer law.

We do not make decisions about you by automated means, and we do not profile you to set a different price from anyone else’s.

Marketing, and how we ask

Our newsletter sign-up is separate from checkout. We do not add you to it because you bought something, and we do not use a pre-ticked box. Every email we send carries a link to stop receiving them, and it works on the next send. Withdrawing consent for the newsletter does not affect an order already placed — we will still write to you about that.

5 · Who we share it with

We do not sell or trade your personal data, and we never will. We share it only with the organisations that help us run the business, and only with what they need:

Each of them is bound to use your data only as we direct, and to keep it confidential.

We will also disclose data where the law requires it, or to a court or public authority acting within its powers. If the business is ever sold or restructured, your data may pass to the new owner — on the same terms as this policy, and we will tell you if it happens.

Data that leaves Malaysia

Mailchimp processes our mailing list in the United States, and the providers named above may process data outside Malaysia. Where that happens we satisfy ourselves that the data is protected to a standard comparable to the PDPA before it is transferred.

If you order from outside Malaysia, your data has to travel with your parcel. Customs clearance cannot happen without it. We send your name, delivery address, telephone number, a description of what is in the parcel and the price you paid to the courier and to your country’s customs authority. Where your country requires a personal identification or tax number before a parcel can be released, we ask you for it, use it for that declaration alone, and delete it once the order is closed. We cannot control what a customs authority does with a declaration once it has it, and we cannot deliver to you without making one — so if you would rather it were not made, please do not place the order.

If you are ordering from outside Malaysia

This notice is written to the Malaysian Personal Data Protection Act 2010, because that is the law we are governed by. Your own country may give you further rights over your data. Where it does, you keep them, and you are welcome to write to us and use them — we will not turn you away because you asked under a different law from ours.

6 · Cookies

Our site uses cookies — small files stored by your browser. Some are necessary: they keep you signed in, remember your basket, and keep checkout secure. The site cannot work without those. Google reCAPTCHA also checks that our forms are filled in by a person, not an automated program, so we receive fewer spam messages. Others help us see which pages are read and which are ignored, so we can write better ones.

When you first visit our site we ask before setting any cookie that is not necessary. Cookies that help us see which pages are read are set only if you agree, and you can change your choice at any time. You can also refuse or delete cookies in your browser settings. If you refuse the necessary ones, parts of the site will not work.

7 · How we keep it safe

Your data is held on secure servers operated by the providers named in clause 5. Access inside Casa Aseana is limited to the people who need it to do their work, and our providers are contractually bound to keep it confidential. Payment card details never reach our systems.

If you have an account, please keep your password to yourself, and tell us if you think someone else has used it.

No system is perfect. If a breach occurs that is likely to cause you significant harm, we will notify the Personal Data Protection Commissioner within 72 hours of becoming aware of it, and tell affected customers within 7 days of that notification, as the PDPA (Amendment) Act 2024 requires.

8 · How long we keep it

When a period ends we delete the data or anonymise it so it can no longer identify you.

9 · Your rights

These are yours, they are free to use, and asking will never affect how we treat you as a customer. You may:

• Ask what we hold about you, and receive a copy of it.
• Correct anything that is wrong or out of date.
• Withdraw your consent to marketing, at any time.
• Ask us to stop processing your data for a particular purpose, or to delete it, where we are not required to keep it.
• Complain to the Personal Data Protection Commissioner if you are not satisfied with how we have handled your data or your request.

Write to customercare@casaaseana.com and we will answer within seven days. We may need to confirm who you are before we act, so that nobody else can obtain your data by asking for it.

10 · Our data protection contact

We are below the thresholds at which a Data Protection Officer must be appointed — personal data of more than 20,000 individuals, or sensitive personal data including financial information of more than 10,000. Until we reach them, questions about this policy go to customercare@casaaseana.com, marked for the attention of the data protection contact.

11 · Children

Our site is not intended for children. You must be at least 18 to place an order, as clause 3 of our Terms sets out, and we do not knowingly collect data from anyone younger. If you believe a child has given us their details, please write to us and we will remove them.

12 · Other websites

Where we link to another website — a courier’s tracking page, a payment provider, one of our social accounts — that site is governed by its own privacy policy, not by this one. We suggest reading it before you give them anything.

13 · Changes to this policy

We will update this policy as the business changes. The version that applies to you is the one published on the day you visit, each version is dated, and we keep the earlier ones. Where a change materially affects how we use your data, we will tell you rather than expect you to notice.

14 · The Bahasa Malaysia version

This policy is published in Bahasa Malaysia and in English. If the two versions ever differ, the English version applies.

Dasar Privasi (Bahasa Malaysia)

1 · Siapa kami

Dasar ini diberikan oleh Seni Juta (M) Sdn Bhd (1119553-X), yang berniaga sebagai Casa Aseana, dari Kuala Lumpur, Malaysia. Di bawah Akta Perlindungan Data Peribadi 2010, kami ialah pengguna data bagi data peribadi yang diterangkan di sini.

Tulis kepada kami di customercare@casaaseana.com. Kami menjawab e-mel antara 11 pagi hingga 6 petang, waktu Malaysia, Isnin hingga Jumaat.

2 · Bila kami mengumpul data anda

Kami mengumpul data peribadi pada enam titik, dan notis ini diberikan pada setiap titik tersebut:

• Proses pembayaran — apabila anda membuat pesanan, atau membayar melalui pautan pembayaran yang kami hantar bagi pesanan ke luar Malaysia.
• Langganan surat berita — apabila anda meminta untuk menerima berita daripada kami.
• Borang hubungan dan e-mel — apabila anda menulis kepada kami dengan sesuatu pertanyaan.
• Senarai hajat — apabila anda menyimpan sesuatu barangan untuk kemudian.
• Pendaftaran akaun — jika anda memilih untuk membuka akaun dan bukannya membuat pesanan sebagai tetamu.
• Pertanyaan melalui WhatsApp — apabila anda menghubungi kami melalui WhatsApp.

3 · Data yang kami kumpul

Kami tidak meminta data peribadi sensitif, dan kami lebih suka anda tidak menghantarnya. Jika anda menyertakan maklumat sedemikian dalam mesej kepada kami, kami akan menyimpannya hanya selama yang diperlukan untuk menjawab anda.

4 · Tujuan kami menggunakannya

• Menerima, membungkus dan menghantar pesanan anda, serta memaklumkan kepada anda di mana pesanan itu berada.
• Mengendalikan pemulangan dan bayaran balik di bawah dasar Pemulangan & Bayaran Balik kami.
• Menjawab pertanyaan anda dan menyimpan rekod perkara yang telah dipersetujui.
• Menghantar surat berita kami kepada anda, hanya jika anda telah memintanya.
• Memastikan laman web selamat, mencegah penipuan, dan membaiki kerosakan.
• Menjawab pertikaian pembayaran, dengan memberikan rekod pesanan dan penghantaran yang diminta oleh gerbang pembayaran kami.
• Memenuhi kewajipan kami di bawah undang-undang cukai, perakaunan dan perlindungan pengguna.

Kami tidak membuat keputusan tentang anda secara automatik, dan kami tidak memprofilkan anda untuk menetapkan harga yang berbeza daripada harga orang lain.

Pemasaran, dan cara kami meminta persetujuan

Langganan surat berita kami adalah berasingan daripada proses pembayaran. Kami tidak menambah anda ke dalamnya kerana anda telah membeli sesuatu, dan kami tidak menggunakan kotak yang telah ditanda terlebih dahulu. Setiap e-mel yang kami hantar mengandungi pautan untuk berhenti menerimanya, dan ia berkuat kuasa mulai penghantaran yang berikutnya. Penarikan balik persetujuan bagi surat berita tidak menjejaskan pesanan yang telah dibuat — kami tetap akan menghubungi anda mengenai pesanan tersebut.

5 · Pihak yang menerima data anda

Kami tidak menjual atau memperdagangkan data peribadi anda, dan kami tidak akan sekali-kali berbuat demikian. Kami berkongsi data anda hanya dengan organisasi yang membantu kami menjalankan perniagaan, dan hanya setakat yang mereka perlukan:

Setiap pihak ini terikat untuk menggunakan data anda hanya seperti yang kami arahkan, dan untuk merahsiakannya.

Kami juga akan mendedahkan data apabila dikehendaki oleh undang-undang, atau kepada mahkamah atau pihak berkuasa awam yang bertindak dalam lingkungan kuasanya. Jika perniagaan ini dijual atau disusun semula pada bila-bila masa, data anda mungkin berpindah kepada pemilik baharu — tertakluk kepada terma yang sama seperti dasar ini, dan kami akan memaklumkan anda jika perkara itu berlaku.

Data yang dipindahkan ke luar Malaysia

Mailchimp memproses senarai mel kami di Amerika Syarikat, dan pembekal yang dinamakan di atas mungkin memproses data di luar Malaysia. Apabila ini berlaku, kami memastikan bahawa data tersebut dilindungi pada tahap yang setanding dengan PDPA sebelum ia dipindahkan.

Jika anda membuat pesanan dari luar Malaysia, data anda perlu dihantar bersama bungkusan anda. Pelepasan kastam tidak dapat dibuat tanpanya. Kami menghantar nama, alamat penghantaran, nombor telefon, keterangan kandungan bungkusan dan harga yang anda bayar kepada syarikat kurier dan kepada pihak berkuasa kastam negara anda. Jika negara anda mewajibkan nombor pengenalan diri atau nombor cukai sebelum bungkusan dapat dilepaskan, kami akan memintanya daripada anda, menggunakannya untuk akuan tersebut semata-mata, dan memadamkannya sebaik sahaja pesanan ditutup. Kami tidak dapat mengawal apa yang dilakukan oleh pihak berkuasa kastam terhadap sesuatu akuan setelah akuan itu berada dalam tangannya, dan kami tidak dapat membuat penghantaran kepada anda tanpa membuat akuan tersebut — oleh itu, jika anda tidak mahu akuan itu dibuat, sila jangan membuat pesanan.

Jika anda membuat pesanan dari luar Malaysia

Notis ini ditulis berdasarkan Akta Perlindungan Data Peribadi 2010 Malaysia, kerana itulah undang-undang yang mengawal kami. Negara anda sendiri mungkin memberikan hak tambahan kepada anda ke atas data anda. Jika demikian, hak tersebut kekal milik anda, dan anda dialu-alukan untuk menulis kepada kami bagi menggunakannya — kami tidak akan menolak permintaan anda hanya kerana anda membuatnya di bawah undang-undang yang berbeza daripada undang-undang kami.

6 · Kuki

Laman web kami menggunakan kuki — fail kecil yang disimpan oleh pelayar anda. Sesetengahnya diperlukan: kuki ini memastikan anda kekal log masuk, mengingati troli anda, dan memastikan proses pembayaran selamat. Laman web ini tidak dapat berfungsi tanpanya. Google reCAPTCHA juga menyemak bahawa borang kami diisi oleh manusia, bukan oleh program automatik, supaya kami menerima lebih sedikit mesej spam. Kuki lain membantu kami melihat halaman yang dibaca dan halaman yang tidak diendahkan, supaya kami dapat menulis halaman yang lebih baik.

Apabila anda melawat laman web kami buat kali pertama, kami meminta persetujuan anda sebelum menetapkan sebarang kuki yang tidak diperlukan. Kuki yang membantu kami melihat halaman yang dibaca hanya ditetapkan jika anda bersetuju, dan anda boleh mengubah pilihan anda pada bila-bila masa. Anda juga boleh menolak atau memadamkan kuki melalui tetapan pelayar anda. Jika anda menolak kuki yang diperlukan, sebahagian laman web ini tidak akan berfungsi.

7 · Cara kami melindunginya

Data anda disimpan dalam pelayan selamat yang dikendalikan oleh pembekal yang dinamakan dalam fasal 5. Akses di dalam Casa Aseana terhad kepada individu yang memerlukannya untuk menjalankan tugas mereka, dan pembekal kami terikat secara kontrak untuk merahsiakannya. Butiran kad pembayaran tidak sekali-kali sampai ke sistem kami.

Jika anda mempunyai akaun, sila rahsiakan kata laluan anda, dan maklumkan kepada kami jika anda fikir orang lain telah menggunakannya.

Tiada sistem yang sempurna. Jika berlaku pelanggaran data peribadi yang mungkin menyebabkan kemudaratan ketara kepada anda, kami akan memberitahu Pesuruhjaya Perlindungan Data Peribadi dalam tempoh 72 jam selepas mengetahuinya, dan memaklumkan pelanggan yang terjejas dalam tempoh 7 hari selepas pemberitahuan tersebut, sebagaimana yang dikehendaki oleh Akta Perlindungan Data Peribadi (Pindaan) 2024.

8 · Tempoh kami menyimpannya

Apabila sesuatu tempoh tamat, kami memadamkan data tersebut atau menjadikannya tanpa nama supaya ia tidak lagi dapat mengenal pasti anda.

9 · Hak anda

Hak-hak ini milik anda, boleh digunakan secara percuma, dan permintaan anda tidak akan sekali-kali menjejaskan layanan kami terhadap anda sebagai pelanggan. Anda boleh:

• Bertanya data yang kami simpan tentang anda, dan menerima salinannya.
• Membetulkan apa-apa yang salah atau tidak terkini.
• Menarik balik persetujuan anda bagi pemasaran, pada bila-bila masa.
• Meminta kami berhenti memproses data anda bagi sesuatu tujuan tertentu, atau memadamkannya, jika kami tidak dikehendaki menyimpannya.
• Membuat aduan kepada Pesuruhjaya Perlindungan Data Peribadi jika anda tidak berpuas hati dengan cara kami mengendalikan data atau permintaan anda.

Tulis kepada customercare@casaaseana.com dan kami akan menjawab dalam tempoh tujuh hari. Kami mungkin perlu mengesahkan identiti anda sebelum bertindak, supaya tiada orang lain dapat memperoleh data anda dengan memintanya.

10 · Pegawai hubungan perlindungan data kami

Kami berada di bawah ambang yang mewajibkan pelantikan Pegawai Perlindungan Data — data peribadi lebih daripada 20,000 individu, atau data peribadi sensitif termasuk maklumat kewangan lebih daripada 10,000 individu. Sehingga kami mencapai ambang tersebut, pertanyaan mengenai dasar ini hendaklah dihantar ke customercare@casaaseana.com, untuk perhatian pegawai hubungan perlindungan data.

11 · Kanak-kanak

Laman web kami tidak ditujukan kepada kanak-kanak. Anda mestilah berumur sekurang-kurangnya 18 tahun untuk membuat pesanan, seperti yang dinyatakan dalam fasal 3 Terma kami, dan kami tidak dengan sengaja mengumpul data daripada sesiapa yang lebih muda. Jika anda percaya seorang kanak-kanak telah memberikan butirannya kepada kami, sila tulis kepada kami dan kami akan memadamkannya.

12 · Laman web lain

Apabila kami memaut ke laman web lain — halaman penjejakan syarikat kurier, penyedia pembayaran, salah satu akaun media sosial kami — laman web tersebut tertakluk kepada dasar privasinya sendiri, bukan dasar ini. Kami mencadangkan anda membacanya sebelum memberikan apa-apa maklumat kepada mereka.

13 · Perubahan pada dasar ini

Kami akan mengemas kini dasar ini selaras dengan perubahan perniagaan. Versi yang terpakai kepada anda ialah versi yang diterbitkan pada hari anda melawat; setiap versi bertarikh, dan kami menyimpan versi terdahulu. Jika sesuatu perubahan menjejaskan secara material cara kami menggunakan data anda, kami akan memaklumkan anda dan tidak mengharapkan anda menyedarinya sendiri.

14 · Versi Bahasa Malaysia

Dasar ini diterbitkan dalam Bahasa Malaysia dan bahasa Inggeris. Jika terdapat sebarang perbezaan antara kedua-dua versi, versi bahasa Inggeris hendaklah terpakai.