Introduction
This Privacy Policy explains how SIGNAL & SCENE SDN. BHD. ("SIGNAL&SCENE", "we", "us", or "our") collects, uses, stores, processes, discloses, transfers, and protects personal data when you access or use our website, online store, customer account, checkout, payment features, store credit feature, delivery services, return and refund process, review features, customer support channels, promotional campaigns, or any other service provided through www.signalscene.net.
SIGNAL&SCENE operates a merchandise e-commerce store in Malaysia. We sell merchandise, branded products, customised items, promotional goods, and related products directly to customers.
By accessing our website, creating an account, placing an order, topping up or using store credit, submitting a review, uploading content, contacting us, or otherwise interacting with SIGNAL&SCENE, you acknowledge that you have read and understood this Privacy Policy.
This Privacy Policy should be read together with our Terms of Service, Refund & Return Policy, Shipping Policy, Anti-Bribery / Anti-Corruption Policy, and any other policies issued by SIGNAL&SCENE from time to time.
Personal Data We Collect
We may collect personal data directly from you, automatically through your use of our website, or from third parties such as payment providers, courier providers, customer support tools, analytics providers, and fraud prevention service providers.
2.1Account Information
When you create or use an account, we may collect:
- full name
- email address
- phone number
- username
- encrypted password credentials
- account registration date and status
- saved address details
- order history
- store credit balance and activity
- account preferences, login records, and account activity
2.2Order and Checkout Information
When you place an order, we may collect:
- customer name, billing address, and delivery address
- phone number and email address
- product selected, size, colour, quantity, or variant
- customisation details and uploaded files
- order notes, voucher or promotion usage
- order number, payment status, and delivery status
- invoice and receipt information
2.3Payment Information
We may collect or receive payment-related information such as payment method type, payment status, transaction reference, payment amount, date and time, payment confirmation, failed payment information, refund status, and chargeback information if applicable. We do not require you to provide online banking passwords, e-wallet passwords, OTPs, PINs, or full sensitive payment credentials.
2.4Store Credit Information
- store credit balance and top-up history
- store credit transaction history and usage
- store credit refunds and adjustments
- promotional credit records
- suspicious or disputed store credit activity
2.5Delivery and Shipping Information
- recipient name, delivery address, phone number, and email
- courier tracking number and delivery status
- courier proof of delivery and delivery attempt records
- parcel photos where applicable
- return delivery and shipping fee information
2.6Return, Refund, Complaint, and Support Information
- order number, name, and contact details
- claim reason, product photos, parcel photos
- unboxing videos, screenshots, and written explanations
- support messages and refund details
- investigation records and resolution notes
2.7Customised Product and Artwork Information
- artwork files, logos, text, images, and design instructions
- brand guidelines and approval confirmations
- mock-up comments, production notes, and revision requests
- final artwork approval records
2.8Reviews, Ratings, and Uploaded Content
- review text and rating score
- uploaded images or videos
- product feedback, account details linked to review, and moderation records
2.9Marketing and Communication Information
- name, email address, and phone number
- marketing preferences and promotion participation records
- voucher usage, campaign responses, and customer feedback
- communication history
2.10Technical and Usage Information
- IP address, device type, browser type, and operating system
- pages viewed, referral source, date and time of visit, and session data
- cookies and similar identifiers
- cart activity, checkout activity, error logs, and security logs
- approximate location based on IP address
How We Collect Personal Data
We may collect personal data when you:
- visit our website or create/update an account
- place an order, make payment, or top up/use store credit
- save an address or submit artwork and customisation details
- contact customer support or submit a return or refund request
- write a review, join a promotion, or subscribe to marketing updates
- interact with our website cookies or analytics tools
- communicate with us by email, phone, form, chat, or other channel
We may also receive personal data from third-party payment providers, courier providers, logistics providers, fraud prevention tools, analytics providers, and customer support tools.
How We Use Personal Data
4.1Account Management
Create and manage customer accounts, verify access, maintain security, allow customers to view order history, save delivery information, manage store credit, respond to account enquiries, and prevent unauthorised access.
4.2Order Processing
Process orders, confirm purchases, prepare invoices and receipts, verify payment status, arrange product fulfilment, process customised items, communicate order updates, handle stock issues, and manage cancellations.
4.3Payment and Store Credit Processing
Support FPX, e-wallet, DuitNow QR, store credit, and other payment methods; confirm payment status; process refunds; manage store credit balance; process top-ups; investigate failed payments; detect suspicious payment activity; and prevent fraud.
4.4Delivery and Shipping
Arrange delivery, provide delivery information to couriers, generate shipping labels, track parcels, investigate delivery issues, handle return shipping, and communicate delivery updates.
4.5Returns, Refunds, and Customer Support
Review return and refund requests, assess damaged, defective, wrong, missing, or tampered parcel claims, request evidence, investigate complaints, provide resolutions, communicate support outcomes, and maintain claim records.
4.6Customised Products
Review customisation requests, prepare artwork proofs, confirm designs, produce customised products, communicate revisions, maintain production records, and handle disputes relating to customisation.
4.7Reviews and User Content
Display customer reviews, moderate content, improve products and services, respond to feedback, and prevent fake, abusive, misleading, or unlawful reviews.
4.8Fraud Prevention and Security
Detect suspicious accounts, prevent unauthorised access, detect payment fraud, detect misuse of store credit, prevent promotion abuse, investigate false claims, protect our website, protect customers and SIGNAL&SCENE, and enforce our Terms of Service.
4.9Legal, Compliance, and Business Purposes
Comply with applicable laws and regulations, maintain accounting, tax, audit, and business records, respond to lawful requests, enforce our policies, resolve disputes, protect legal rights, investigate misconduct, and improve our website, products, and services.
4.10Marketing
Where permitted by law or with your consent, send promotional updates, inform you about new products, send voucher or campaign information, personalise marketing content, and measure campaign effectiveness. You may unsubscribe or opt out at any time.
Disclosure of Personal Data
We do not sell personal data. We may disclose personal data to third parties where necessary for the purposes described in this Privacy Policy.
5.1Payment Service Providers
Banks, payment gateways, FPX providers, e-wallet providers, DuitNow QR providers, and fraud prevention providers to process payment, confirm payment status, process refunds, detect fraud, and resolve payment issues.
5.2Courier and Logistics Providers
Courier companies, logistics providers, fulfilment partners, return delivery providers, and tracking service providers to arrange delivery, tracking, return, and delivery support.
5.3Technology and Hosting Providers
Service providers that support our website, hosting, cloud storage, database, payment integration, analytics, email delivery, customer support tools, security tools, and business systems.
5.4Suppliers and Production Partners
Where necessary for customised or personalised merchandise, we may share relevant order information, artwork, logo, design file, and delivery instructions with suppliers, printers, embroiderers, engravers, manufacturers, or fulfilment partners.
5.5Professional Advisers
Lawyers, auditors, accountants, insurers, consultants, and other professional advisers where necessary for legal, accounting, audit, insurance, tax, dispute, or business purposes.
5.6Authorities and Legal Requirements
Where required or permitted by law, regulation, court order, government request, enforcement request, investigation, legal process, or to protect SIGNAL&SCENE's legal rights.
5.7Business Transfers
If SIGNAL&SCENE undergoes a merger, acquisition, restructuring, business transfer, or sale of assets, personal data may be disclosed or transferred as part of that transaction, subject to appropriate safeguards where required.
Cookies and Similar Technologies
Our website may use cookies and similar technologies to keep you logged in, remember your preferences, manage your cart, support checkout, improve website performance, analyse website traffic, detect suspicious activity, and support marketing or advertising where applicable.
You may adjust cookie settings through your browser. However, some website features may not function properly if cookies are disabled.
Store Credit Data
If you use SIGNAL&SCENE's store credit feature, we may maintain records of your store credit top-ups, usage, refunds, adjustments, balance, reversals, and related activities. We may process store credit data to allow you to use store credit, show your balance, process refunds or adjustments, detect suspicious activity, prevent misuse, correct errors, comply with accounting and legal requirements, and enforce our Terms of Service.
Store credit is only usable on the SIGNAL&SCENE platform and is subject to our Terms of Service.
International Transfers
SIGNAL&SCENE is based in Malaysia and sells to customers in Malaysia. However, some technology providers, cloud providers, payment providers, analytics providers, customer support providers, or other service providers may process or store data outside Malaysia. Where personal data is transferred or accessed outside Malaysia, we will take reasonable steps to ensure that appropriate safeguards are applied in accordance with applicable data protection requirements.
Data Security
We take reasonable technical, organisational, and administrative steps to protect personal data against unauthorised access, loss, misuse, disclosure, alteration, or destruction. These measures may include:
- access controls and authentication controls
- secure hosting and encryption where appropriate
- password protection and staff confidentiality obligations
- system monitoring, data backup, and fraud detection
- incident response procedures and service provider controls
No website, internet transmission, electronic storage, or digital system is completely secure. Customers are responsible for keeping their account login details secure and must notify SIGNAL&SCENE immediately if they suspect unauthorised access.
Payment Security
Payments may be processed by third-party payment providers, banks, FPX providers, e-wallet providers, DuitNow QR providers, or payment gateways. You should only complete payment through the official checkout or payment channels provided by SIGNAL&SCENE.
You must not send sensitive payment credentials, banking passwords, e-wallet passwords, OTPs, PINs, or full card details to SIGNAL&SCENE through email, chat, upload, review, or support channels. SIGNAL&SCENE is not responsible for losses caused by customers sharing sensitive payment credentials or using unofficial payment channels.
Data Breach and Security Incidents
If we become aware of a personal data breach or security incident, we will assess the incident and take reasonable steps to contain, investigate, and remediate the issue. Where required by applicable law or authority guidance, we may notify the relevant authority and/or affected individuals.
Customers must notify SIGNAL&SCENE immediately if they suspect unauthorised account access, fraudulent order activity, store credit misuse, suspicious payment activity, or personal data compromise involving their SIGNAL&SCENE account.
Data Retention
We retain personal data only for as long as necessary to fulfil the purposes described in this Privacy Policy, provide our services, complete transactions, comply with legal obligations, resolve disputes, prevent fraud, maintain business records, and enforce our rights.
Order records, payment records, store credit records, delivery records, refund records, return records, support records, accounting records, tax records, fraud prevention records, and legal records may be retained for up to seven (7) years or such longer period as required or permitted by law.
When personal data is no longer required, we may delete, anonymise, archive, or securely destroy it in accordance with our internal procedures and applicable law.
Your Rights
Subject to applicable law, you may have rights in relation to your personal data.
13.1Right to Access
You may request access to personal data we hold about you.
13.2Right to Correction
You may request correction of personal data that is inaccurate, incomplete, misleading, or outdated.
13.3Right to Withdraw Consent
Where processing is based on consent, you may withdraw your consent at any time, subject to legal, contractual, operational, security, and record-keeping requirements. Withdrawal of consent may affect our ability to provide services, process orders, or communicate with you.
13.4Right to Opt Out of Direct Marketing
You may request that we stop using your personal data for direct marketing purposes.
13.5Account Closure Request
You may request closure of your account, subject to outstanding orders, refunds, store credit matters, legal obligations, fraud prevention, and data retention requirements.
13.6Complaints
You may contact us if you have concerns about how we handle your personal data. We may request verification of your identity before processing certain requests.
Accuracy of Personal Data
You are responsible for ensuring that the personal data you provide to SIGNAL&SCENE is accurate, complete, current, and not misleading. This includes your name, phone number, email address, delivery address, billing address, order information, artwork details, payment information, and support evidence.
SIGNAL&SCENE is not responsible for failed delivery, delayed delivery, failed communication, incorrect order processing, refund delay, or account issues caused by inaccurate, incomplete, outdated, or misleading information provided by you.
Children's Privacy
Our website and services are intended for customers who are legally capable of entering into transactions. If you are under the age of majority, you should use our website only with the involvement and consent of a parent or legal guardian.
SIGNAL&SCENE does not knowingly collect personal data from children without appropriate consent. If we become aware that personal data of a child has been provided without proper consent, we may take steps to delete or restrict the information, subject to legal and operational requirements.
Third-Party Websites
Our website may contain links to third-party websites, payment pages, courier tracking pages, social media pages, or other external platforms. We are not responsible for the privacy practices, security, content, or data handling of third-party websites or services. You should review the privacy policy and terms of the relevant third party before using their services.
Direct Marketing
Where permitted by law or with your consent, we may send you marketing communications about SIGNAL&SCENE products, promotions, vouchers, campaigns, events, or updates. You may unsubscribe or opt out at any time by following the instructions in the communication or contacting us.
Even if you opt out of marketing, we may still send you service-related communications, including order confirmations, delivery updates, refund updates, account notices, store credit notices, policy updates, and security alerts.
User Reviews and Public Content
If you submit reviews, ratings, comments, images, videos, or other content, some of that content may be displayed publicly on our website or marketing channels. Please do not include sensitive personal data, payment credentials, private information, or personal data of others in reviews or uploaded content.
SIGNAL&SCENE may moderate, edit, reject, or remove content that contains personal data, offensive content, unlawful content, misleading content, spam, confidential information, or material that violates our policies.
Changes to This Privacy Policy
SIGNAL&SCENE may update, amend, or replace this Privacy Policy from time to time to reflect changes in law, business practices, website features, payment methods, store credit features, delivery practices, data handling, or operational requirements. The updated Privacy Policy may be published on our website.
Your continued use of our website, account, store credit, checkout, or services after the updated Privacy Policy is published means that you acknowledge the updated Privacy Policy.
Language
This Privacy Policy may be made available in more than one language. If there is any inconsistency between the English version and any translated version, the English version shall prevail unless otherwise required by applicable law.
Contact Us
If you have questions, requests, concerns, or complaints regarding this Privacy Policy or our handling of personal data, please contact:
SIGNAL & SCENE SDN. BHD.
Company Registration No.: 202601002666 (1664763-H)
12A-02, Dataran Sunway, PJU 5,
Jalan PJU 5/15, Kota Damansara,
47810 Petaling Jaya, Selangor, Malaysia