39.1 Eligibility for Refund
39.1.1 Refunds are only applicable in the event that the service has not commenced, or if the goods have
not been shipped.
39.1.2 No refund will be processed once the service has started or the goods have been dispatched.
39.1.3 All refunds will be made via cheque, subject to a processing and management fee of RM 1.00. This
fee shall be deducted from the total refund amount.
39.2 Refund Processing Time
39.2.1 The approval process for refunds will take approximately 72 hours (3 working days) from the date
of the refund request. Refunds for goods and services will only be processed to a Malaysian bank account.
It is the responsibility of the customer to provide accurate banking details for the refund transaction.
39.2.2 Refund for Customers Outside Malaysia
For customers residing outside of Malaysia, refunds will be processed via a third-party transaction
service. The customer shall bear all processing fees, currency conversion charges, and any other
applicable fees associated with the refund process. The company shall not be responsible for any
additional costs incurred by the customer due to the third-party service or international currency
exchange.
39.2.3 Non-Refundable Items
The following items are not eligible for refund:
i. Services that have already commenced.
ii. Goods that have been shipped or delivered to the customer.
iii. Customized or personalized products.
iv. Digital products, including downloadable content, reports, and any other intangible goods, once the
purchase has been confirmed.
39.2.4 Refund Method and Limitations
39.2.4.1 Refunds will be made via cheque for customers within Malaysia.
39.2.4.2 Refunds for international customers will be processed via third-party services as outlined in
Clause 34.(1.) (1.)(2.)(3.) Refunds will only be processed to the account or payment method used for the
original transaction. The company reserves the right to refuse any refund requests that do not meet the
stipulated conditions or that are deemed unreasonable.
39.3 General Terms
39.3.1 Refund Request Order
39.3.1.1 All refund requests must be submitted within [Insert number of days] days from the date of
purchase or service order.
39.3.1.2 The company reserves the right to modify or amend this refund policy at any time without prior
notice, and all customers will be bound by the most current version of the refund policy as published.
39.3.2 Refunds Due to Service Inability
39.3.2.1 In the event that LOUIS THAI International Group Sdn Bhd is unable to provide the contracted
service, or if the service provided does not meet the standards or terms outlined in the service
agreement, the customer is entitled to a full or partial refund, based on the circumstances. This will be
determined by the company in accordance with the contractual agreement and the nature of the failure.
39.3.3 Partial Refunds for Returned Goods
39.3.3.1 For goods returned under acceptable conditions (i.e., defective, damaged, or incorrect goods), a
partial refund may be issued in the event that the product cannot be replaced.
39.3.3.2 This partial refund will be based on the extent of damage, defect, or non-compliance with the
agreed specifications.
39.3.4 Refund Dispute Resolution
39.3.4.1 In cases where a refund request is disputed by either party, the company will engage in a formal
review process.
39.3.4.2 This will involve an internal investigation and, if necessary, third-party arbitration.
39.3.4.3 Any disputes not resolved through this process will be subject to Malaysian law and the
jurisdiction of the relevant courts in Malaysia.
39.3.5 Customer Responsibilities
39.3.5.1 Customers are required to provide all necessary documentation to substantiate a refund request,
including, but not limited to, proof of purchase, service confirmation, and photographic evidence (if
applicable) of damaged or defective goods.
39.3.5.2 Failure to provide adequate supporting documentation may result in the rejection of the refund
request.
39.3.5.3 The company reserves the right to charge administrative fees if excessive documentation or time
is required to process a refund request.
39.3.6 Incorporation of Company's Meeting Regulations
39.3.6.1 This refund policy is governed by the meeting regulations and decisions made by the board of
directors and other governing bodies of LOUIS THAI International Group Sdn Bhd.
39.3.6.2 Any amendments or decisions regarding refunds will be in alignment with the company's
official meeting minutes and resolutions, which will be deemed authoritative and final in case of any
discrepancies or disputes. The policies may be revised or updated during official meetings and will be
communicated to all stakeholders in a timely manner.
39.3.7 Extraordinary Circumstances for Refund
39.3.7.1 In the event of extraordinary circumstances such as natural disasters, government regulations,
or force majeure events that prevent the company from providing its services or delivering goods, refunds
will be evaluated on a case-by-case basis.
39.3.7.2 The company may choose to offer an alternative solution, such as rescheduling the service or
providing a credit voucher for future purchases. Refunds in such cases are subject to the discretion of
the company and may be offered at a reduced amount to cover incurred costs.
39.3.8 Refunds for Subscription-Based Services
39.3.8.1 For subscription-based services, the refund request will only be applicable to the most recent
payment made and will be prorated based on the unused portion of the service period.
39.3.8.2 Subscription services are non-refundable if the customer has already accessed or used the
service during the subscription period.
39.3.9 Refund for Services Rendered in Error
39.3.9.1 If a service has been rendered incorrectly or in error by LOUIS THAI International Group Sdn
Bhd, the company will review the situation and may offer a partial or full refund based on the severity of
the error.
39.3.9.2 Customers must notify the company of such errors within 1 day (Fortune Services) from the
service provision date. Error are included customer name, customer birthday, customer born timing before
6.00 am GMT+8 and after 6.00am GMT +8 only, such as example in Clause 34.(3.)(9.)(3.)
39.3.9.3 example; if Mr. A born at 5.50am, but Mr. A provided wrong information which is exactly born
timing is 5.30am, in this case refund of fortune services are not entitle to approve on refund
application, because 5.50am and 5.30am consider before 6.00am GMT+8 )
39.3.10 Refund Policy Updates
The company reserves the right to modify or amend this refund policy at its discretion. Any such updates
will be published on the official website or communicated directly to customers. All refunds will be
subject to the refund policy as stated at the time of the original purchase, unless otherwise specified.
Customers are encouraged to review the policy regularly to stay informed of any changes.
39.3.11 Refund for Services Rendered in Error
39.3.11.1 If goods received are not as described, including errors in packaging, labeling, or
specifications, customers may request a refund.
39.3.11.2 The refund will be processed once the goods are returned and verified by the company.
39.3.11.3 In such cases, the company will cover the return shipping costs.
39.3.12 Refunds for Damaged Goods During Shipping
39.3.12.1 In the event that goods are damaged during shipping, customers must notify the company within
14 days of receiving the damaged goods.
39.3.12.2 Photographic evidence of the damage must be provided.
39.3.12.3 A refund or replacement will be processed based on the evaluation of the returned goods.
39.3.13 Refunds for Goods Purchased in Error
39.3.13.1 If a customer accidentally purchases goods in error (such as the wrong size, color, or
quantity), a refund may be granted if the product is returned unopened and unused, subject to the
company's inspection.
39.3.13.2 A restocking fee may apply.
39.3.14 Refunds for Customer-Requested Cancellations
39.3.14.1 Refunds for cancellations requested by the customer will be processed based on the timing of
the request.
39.3.14.2 If the cancellation request is made before the service has commenced or goods have been
shipped, a full refund will be provided, minus any applicable processing fees.
39.3.14.3 Cancellations after this point may be subject to partial refunds or credit for future services.
39.3.15 Legal Compliance and Consumer Protection
39.3.15.1 All refund processes and policies will be carried out in compliance with Malaysian law,
including but not limited to the Consumer Protection Act 1999 and other relevant legislation.
39.3.15.2 The company ensures that all customer rights are respected, and any refund policies will align
with the applicable legal and regulatory requirements.
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