Terms & Conditions

01Cash Payment

Customers may pay in cash at the RAKAEM office or request cash collection from their home or office.

02Online Payment

Customers may pay their bills online using a credit or debit card. Online payments are processed using TLS/SSL encryption and 3D Secure technology. This payment option is available 24 hours a day, seven days a week.

03Prices

Our prices are listed on the RAKAEM website.

RAKAEM reserves the right to change the prices displayed on the website from time to time. Any price changes will not affect orders or contracts that have already been confirmed.

In addition to the product price, delivery charges may apply. Deliveries to Belait, Tutong, and Temburong Districts may incur additional delivery charges. Delivery within Brunei-Muara District is free of charge, subject to the applicable delivery terms.

04Payments

Payments may be made by credit or debit card, bank transfer, cash, or official purchase order (for public-sector customers only).

Customers must pay the applicable prices for the services or products ordered during the checkout process.

If a customer fails to pay any amount due under these Terms & Conditions, RAKAEM reserves the right to withhold the ordered products or, by written notice, cancel the relevant sales contract for products or services.

Bulk Order Discounts

For orders containing multiple units of the same product, RAKAEM may be able to offer discounts on product prices or delivery charges.

05Delivery Information

When Will I Receive My Order?

Order processing time: The time required to prepare an order for delivery or to arrange the start of a service is typically 1–2 days. Some orders may be processed within as little as 4 hours, while others may take up to 3 days.

Delivery and service commencement timelines exclude weekends and public holidays in Brunei Darussalam.

Delivery Charges by District

Additional delivery charges may apply to product deliveries in the following districts:

• Belait District
• Tutong District
• Temburong District

What Happens If a Product Is Out of Stock?

If RAKAEM cannot deliver your order within the timeframe stated in the product description, we will contact you as soon as possible to provide a revised delivery date or discuss alternative products.

Do You Offer Next-Day or Express Delivery?

RAKAEM does not currently offer next-day or express delivery for orders placed online.

If you require a product urgently, please contact our sales team for assistance.

06Returns & Cancellations

6.1 Product Return Policy

If you are not entirely satisfied with a product, you may return it within 7 days, provided that it is in its original condition and accompanied by the original receipt.

Approved refunds will be issued using the same payment method as the original transaction.

Please note:

• Delivery charges are non-refundable once an order has been shipped.
• Refunds cannot be issued for products that are dirty, stained, incomplete, damaged, or have been misused.

6.2 Service Refund Policy

If you are not satisfied with a RAKAEM service, you may request to discontinue the service.

• If the service has not been used: The refund amount will be determined based on the original payment and applicable refund terms.
• If the service has already been used: RAKAEM will calculate the amount corresponding to the period of service used and refund any eligible remaining balance.

All service cancellations and refunds are subject to the applicable service agreement and refund terms.

6.3 Cancellation Policy

We will make reasonable efforts to accommodate cancellation requests. However, once an order has begun processing at our distribution centre, cancellation may no longer be possible.

07Warranty Policy

7.1 Warranty Period

Products such as bins are covered by a 3-month warranty from the date of delivery.

No warranty is provided for services or garbage bags.

7.2 Warranty Exclusions

The warranty does not cover:

• Damage resulting from improper use or maintenance.
• Damage resulting from natural disasters.
• Theft or loss of a product.

08Contact Us

If you have any questions about these Terms & Conditions, an order or a refund, please get in touch with our team.