Privacy Policy

1) Who we are

XTRUD is operated by Filament 3D Sdn. Bhd. In this policy, "XTRUD", "we", "us", and "our" refer to the operator of this website, store, and related customer support channels.

If you have questions about this policy or your personal data, contact us at [email protected].

2) Information we collect

• Order details: name, email, phone number, delivery address, ordered products, quantities, order value, payment method, courier, and tracking details.
• Account details: sign-in email, saved delivery details, order history, and contact number if you choose to save one.
• Support details: messages, photos, videos, return requests, printing issue reports, and other information you send to us.
• Website data: basic device, browser, cookie, session, cart, and security information needed to run the website.
• Payment records: payment status, payment reference, and transaction-related information. Card or wallet credentials are handled by the relevant payment provider where applicable.

3) How we use information

• Process orders, carts, checkout, payment confirmation, delivery, tracking, returns, refunds, and support requests.
• Send service messages such as sign-in links, order confirmations, payment updates, delivery updates, and support replies.
• Improve product availability, website reliability, customer experience, fraud prevention, and internal store operations.
• Comply with tax, accounting, courier, dispute, legal, and regulatory requirements.
• Send marketing messages only where permitted or requested. You can ask us to stop marketing messages at any time.

4) Cookies and sessions

We use cookies and session storage to keep carts working, keep customers signed in, protect forms, remember preferences, measure basic website performance, and secure the website. Blocking cookies may cause cart, checkout, or account features to stop working correctly.

5) Who we share information with

• Couriers and logistics partners so parcels can be delivered and tracked.
• Payment providers so payments can be processed, verified, refunded, or investigated.
• Email, messaging, hosting, analytics, and security providers that help operate the website and customer communications.
• Professional advisers or authorities where required for accounting, legal, tax, fraud prevention, or dispute handling.

We do not sell customer personal information.

6) Retention

We keep personal data only for as long as reasonably needed for orders, support, accounting, tax, warranty, dispute, fraud prevention, security, and legal purposes. Some records may need to be kept for several years to meet business or legal requirements.

7) Security

We use reasonable technical and organizational measures to protect customer information. No website, email, or network system is completely risk-free, so customers should also keep their email account secure and contact us quickly if they suspect unauthorized access.

8) Access, correction, and deletion requests

You may contact us to request access, correction, or deletion of your personal data. We may need to verify your identity before acting on a request. Some information may be retained where required for legal, accounting, fraud prevention, dispute, or order-record purposes.

9) International customers

If you order from outside Malaysia, your information may be processed in Malaysia or by service providers in other countries. By using the website or placing an order, you understand that data may be transferred where needed to process your order and operate the store.

10) Language, law, and disputes

This Privacy Policy is written in English. If a translated version is provided and there is any inconsistency, the English version will apply. This policy is governed by the laws of Malaysia, and any dispute relating to this policy or personal data handling will be submitted to the courts of Malaysia.

11) Updates

We may update this Privacy Policy when our website, store operations, service providers, or legal requirements change. The latest version will be posted on this page.