FREE Standard Delivery for Order over $50

GENERAL FAQs

MY ACCOUNT

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I forgot my password, what should I do?

1. Go to ''Customer Login'' and click ''Forgot Your Password''.

2. Enter your ''Email Address'' and click ''Reset My Password''.

3. You will receive an email notification regarding your password reset.

How do I manage my account?

You can edit or update your account details here.

Do I need to create an account or register before placing my order?

You need to create an account before you can place any order.

I cannot log in to my account, what should I do?

If you cannot log in to your account, you can call us at 8219977 or online@netcomwebsite.com

ORDERS & PAYMENT

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I have placed an order and made the payment. What should I do next?

A confirmation email will be sent upon completing the payment and your order will be processed.

Should you opt for delivery, you will be notified with a tracking number when your order is delivered.

For store pick-up, you will receive an email notification from us when your order is ready for pick up.

If I added the item in my cart, does it confirm my booking on that item?

No, item added to cart is just one of the earliest steps of online purchase, so it's not a confirmation of purchase unless payment has been made.

What are the payment methods available?

You can use either a debit or credit card to pay for your order. We support VISA, Mastercard and Union Pay.

How do I know if my payment is successful?

You will receive a confirmation email from Netcom if your payment is successful. Should you have issues with your payments, please contact us at 8219977 or online@netcomwebsite.com

I am missing an item, what do I do?

Let us know if you did not receive an item or we sent you the wrong item. You can contact us at 8219977 or online@netcomwebsite.com 

What if the item is out of stock at your online store?

You can head to our retail stores to check on item availability. We would advise you to call ahead to check if the shop has the item in stock. Please see our Store Locations for our operating hours.

Can I cancel my order?

Orders can’t be cancelled until further notice.

VOUCHERS & PROMOTIONS

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What are the terms and conditions for all promotions?

1. Each promotion and campaign will have its own terms and conditions, some of which might require minimum purchase. Please also check on the expiry date of the voucher code before proceeding to checkout. If the problem persists, please contact us at 8219977 or online@netcomwebsite.com.

2. Each respective promotion will have its own voucher code and it is only applicable for the stated promotion. On some special occasions, some codes are usable for storewide items with terms and conditions apply.

How do I use my voucher code?

You may use your voucher code by entering your voucher code in the Shopping Cart or Payment page.

Can multiple voucher codes be used at the same time?

No, only 1 code is allowed per transaction.

How long is my voucher valid for?

It varies according to each promotion and campaigns that we are running. Voucher validity is usually displayed within the promotion page.

After the time period, the voucher will no longer be valid and deemed unusable.

RETURNS & EXCHANGES

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How do I request for refund if there’s an issue with my item(s)?

Goods sold from Netcom are non- refundable. If you have issues with any of your items purchased from Netcom, do let us help you with a replacement or repair.

How does the Product Replacement Policy work?

At Netcom, we offer a 3 business days faulty product replacement policy.

The faulty product replacement policy begins on the next business day of your purchase, except for the weekends and Public Holidays. For example, if you have made a purchase in our store on Monday, you have until Thursday to replace the faulty item. For online orders, the 3 business days replacement policy applies after you have received the item.

We will test the faulty item before providing you with a replacement item.

We will adjust the product exchange period during Public Holidays.

Day of Purchase

Last Day to Claim Faulty Product Replacement

Monday

Thursday

Tuesday

Friday

Wednesday

Saturday

Thursday

Monday

Friday

Wednesday

Saturday

Wednesday

Sunday

Wednesday

 

How does the Product Exchange Policy Work if one of my item(s) is End-of-Life or Out of Stock?

End-of-life items

Suppose one of the items you've purchased is faulty and is categorised as an end-of-life product. In such case, we will evaluate your situation and replace the item with similar specifications. If you would like to have a replacement which costs more than the original item, you will have to top-up for the price difference.

Out of stock items

If one of the items you've purchased is faulty but is currently out of stock, you can either:

A. wait for the new product shipment to arrive, or

B. replace the item with similar specifications

If you would like to have a replacement which costs more than the original item, you will have to top-up for the price difference.We do not offer refunds if your replacement items cost less than the original item.

We offer a one-time replacement policy. Should you have any further issues with the item, kindly refer to our service centres located here

Can I still have my faulty item(s) replaced if I have made the purchase for more than 3 days?

After 3 business days, kindly use our chatbot to talk to our online team, who will then refer you to our IT technicians at our service centres located here, who will assist you in diagnosing the issue. You do not need to make an appointment to reach our technicians, just bring your items and proof of purchase over to one of our service centres.

How do I replace the faulty item(s)? What are the Terms & Conditions to replace the faulty item(s)?

How to replace an item

To replace your item, please communicate with our online team for instructions. Kindly bring along the item(s):

• Proof of purchase (physical or electronic copy): date has to be within 3 business days of purchase. We do not accept items with lacking proof of purchase (receipt) for replacement.

• Your item(s) purchased online or from our retail stores, with original contents and packaging.

Items need to be returned in a like-new condition. We do not accept items that are damaged, unsanitary, dented or scratched.

For more information, please contact us at 8219977 or online@netcomwebsite.com

Special considerations

 

3-Day Replacement

3-Day Exchange

Non-Returnable

End-Of-Life Products

 

Out of Stock Products

 

Gift

 

 

Software

 

 

Customised Orders

 

 

Clearance Items

 

 

Pre-Paid Cards

 

 

Consumable Items

 

 

DELIVERY & COLLECTION

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How much is the delivery fee?

At Netcom, we offer delivery service to Brunei-Muara, Tutong, Seria, and Kuala Belait, through our logistic partner. We also offer in-store pickup service at our Kiulap and KB branch.

Online purchases over $50 in a single receipt

Free delivery to

Brunei Muara, Tutong, Temburong, Belait District*

Online purchases under $50 in a single receipt

$5 to

Brunei Muara, Tutong, Temburong, Belait District*

Express Delivery

$10

All purchases

Free pickup at Kiulap branch

Location can be found here

 

How long can I expect my parcels?

All deliveries across Brunei will take 2 business days (excluding Saturday, Sunday & Public Holidays) unless stipulated otherwise. Express delivery will take place between 10:00am - 5:00pm, Monday - Friday (excluding Saturday, Sunday & Public Holidays).

Our logistic partner will notify you with a call on the date and time of delivery before delivering to you. Should you not be able to receive your order, they will arrange another re-delivery time with you.

Can I track my parcels?

We are currently using several logistic providers. These will not have tracking features at this moment in time.

Are there any areas that you do not send the parcels to?

*We currently do not offer delivery services to the following areas:

  • Tasek Merimbun
  • Bukit Udal - Kg. Bukit, Kg. Pakbidang, Kg. Merangking, Kg. Ukong, Kg. Bukit Sawat, Kg. Sukang, Kg. Melilas
  • Teraban / Labi
  • Bang Dalam
  • Kampung Ayer
  • Tutong - Bukit Sulang, Kg. Rambai, Kg. Panchung, Kg. Binutan, Kg. Mungkon, Kg. Bintudu, Kg. Menengah, Kg. Kuala Ungar
  • Jalan Selapon
  • Jalan Temada
  • Limau Manis (beyond Simpang 1000)
  • Kg Junjongan (except Industrial area)

Our logistic partner can contact you to arrange a nearest alternative meeting point in case there is difficulty to reach your location.

Do you have In-Store Pickup services?

Our In-Store Pickup service is available at our Kiulap and KB showroom.

You can pick up your parcels from our Kiulap showroom between Monday - Friday, 10:00am - 6:00pm.

You can pick up your parcels from our KB showroom between Monday - Friday, 9:00am - 5:00pm.

In-Store Pickup will take 2 business days to process. You'll be notified via email or text when your order is ready for pickup at our store.

WARRANTY

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Where can I find information on my item(s) warranty?

Product warranty period

You can find the item(s)’ warranty period on your receipt. If you are unsure, you can contact us at 8219977 or online@netcomwebsite.com to check for the item warranty period.

If you’re at one of our retail stores, our staff can check the item(s)’ warranty period for you as well.

How do I claim my warranty?

Claiming your warranty

To claim your item(s) warranty, visit one of our service centres nearest to you. Our IT technicians will assist you to diagnose the issue.

You do not need to make an appointment to reach our technicians, kindly bring along the following items:

  • Proof of purchase (physical or electronic copy). We do not provide warranty for items with lacking proof of purchase (receipt).
  • Your item(s) purchased online or from our retail stores, with original contents and packaging.

Items need to be returned in a like-new condition. We do not provide warranty for items that are physically damaged, unsanitary, dented or scratched.

Terms and conditions apply

For more information, please contact us at 8219977 or online@netcomwebsite.com