Refund Policy
LUCO Group Sdn Bhd (CLEV)
Last Updated: 23rd April 2025
1. Introduction
This Refund Policy outlines the terms and conditions under which LUCO Group Sdn Bhd, operating under the brand name CLEV, may provide refunds for our products and services. We strive to ensure customer satisfaction while maintaining fair business practices.
2. Deposit and Payment
2.1 Non-refundable Deposit
As outlined in our Terms & Conditions, a 50% deposit is required to confirm an order and commence work on CLEV products. This deposit is non-refundable as it covers initial costs including design, scheduling, material procurement, and resource allocation.
2.2 Final Payment
Final payment is due upon completion of installation or delivery of CLEV products. Once final payment is made, it indicates acceptance of the completed work or products delivered.
3. Cancellation and Refunds
3.1 Cancellation Before Production
If you cancel your order for CLEV products after paying the deposit but before we have commenced production or ordered custom materials:
The deposit is non-refundable
No further charges will apply
3.2 Cancellation After Production Begins
If you cancel your order after production has begun or custom materials have been ordered for your CLEV products:
The deposit is non-refundable
Additional charges may apply to cover costs incurred beyond the deposit amount
Any refund will be calculated by deducting all costs incurred from the total amount paid
3.3 Cancellation Due to Delay
If we are unable to complete the installation or delivery of your CLEV products within 90 days of the estimated completion date (except due to customer-caused delays or force majeure):
You may request a refund of your deposit, less any costs already incurred
Each case will be evaluated individually
4. Defective Products or Unsatisfactory Installation
4.1 Defective Products
If CLEV products are found to be defective upon delivery or installation:
We will replace the defective product at no additional cost if reported within 7 days
Manufacturer warranty terms will apply for defects discovered after this period
4.2 Installation Issues
If you are not satisfied with the quality of our installation of CLEV products:
You must notify us in writing within 7 days of installation
We will inspect the installation and address legitimate concerns at our cost
Refunds will only be considered if we cannot rectify the issues after reasonable attempts
4.3 Customized Products
Due to the custom nature of CLEV awnings:
Custom-made products cannot be returned for a refund unless they are defective
Color variations within industry standards are not considered defects
5. Refund Process
5.1 Refund Request Submission
All refund requests must be submitted in writing to [email address] and include:
Your full name and contact information
Order or invoice number
Date of purchase/installation
Reason for the refund request
Photographic evidence (if applicable)
5.2 Evaluation Period
We will evaluate all refund requests within 14 business days and notify you of our decision.
5.3 Approved Refunds
If a refund is approved:
Refunds will be made using the original payment method when possible
Processing time may take up to 30 days depending on your financial institution
Partial refunds may be offered in some circumstances
6. Exceptions and Special Circumstances
6.1 Weather Delays
Delays due to unsuitable weather conditions do not qualify for refunds as they are beyond our control.
6.2 Site Conditions
If unforeseen site conditions make installation of CLEV products impossible or require significant additional work:
We will discuss options with you, which may include a modified design, additional costs, or cancellation
If cancellation is the only option, a partial refund may be offered after deducting costs already incurred
6.3 Customer-Caused Delays
No refunds will be provided for delays caused by:
Failure to provide access to the site
Changes requested after production has begun
Failure to obtain necessary permits or approvals
7. Maintenance and Repair Services
7.1 Service Calls
For maintenance or repair service calls for CLEV products:
Cancellation must be made at least 48 hours in advance for a full refund of any prepaid service charges
Cancellations with less than 48 hours' notice will incur a charge of 30% of the service fee
No-shows will be charged the full service call fee
7.2 Unsatisfactory Repairs
If you are not satisfied with repair services for your CLEV products:
You must notify us within 7 days
We will reassess the repair at no additional cost
Refunds for repair services will only be considered if we cannot rectify the issue
8. Exchanges
We do not offer exchanges for installed CLEV awnings or custom products. If you wish to change your product after installation, this will be treated as a new purchase.
9. Amendments to Refund Policy
LUCO Group Sdn Bhd reserves the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website.
10. Contact Information
For any questions regarding this Refund Policy or to submit a refund request, please contact us at:
LUCO Group Sdn Bhd (CLEV)
32-A, Jalan Kolam Air 3,
Jalan Ipoh,
51200 Kuala Lumpur.
Email: enquiry@lucogroup.com.my
Phone: +60 12 253 0842
By making a purchase from LUCO Group Sdn Bhd for CLEV products, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.