Return, Refund and Exchange Policy

At LUVITUS PUNCH SDN BHD, we aim to ensure that all Goods purchased through our website are received by customers in good condition and as described.

This Return, Refund and Exchange Policy explains the circumstances under which a return, refund, replacement, or exchange request may be considered, as well as the evidence required to support a claim.

By placing an Order through our website, You acknowledge and agree to the terms set out in this Policy.

1. Company Information

LUVITUS PUNCH SDN BHD

Website:
https://luvituspunch.online/

Email:
luvitus-punch@outlook.com

Contact Number:
+6010-896 0532

Address:
NO.5, 1ST FLOOR, LORONG TASEK HARMONI 1,
TAMAN TASEK HARMONI,
14100 SIMPANG AMPAT,
PULAU PINANG, MALAYSIA

2. General Return, Refund and Exchange Policy

All Goods sold by LUVITUS PUNCH SDN BHD are not exchangeable and are not refundable unless the circumstances fall within the eligible situations stated in this Policy or where a refund, replacement, repair, or other remedy is required under applicable Malaysian law.

We do not generally accept returns, refunds, or exchanges due to:

• Change of mind;
• Incorrect product selection by the customer;
• No longer wanting the product;
• Ordering the wrong model, size, capacity, specification, or variant;
• Personal preference;
• Compatibility issues where the product specifications were correctly stated;
• Minor differences in product appearance, packaging, or colour;
• Failure to review the product information before purchase; or
• Other reasons that do not indicate an error, defect, damage, or failure in delivery.

3. Eligible Circumstances for Return or Refund

A return, refund, replacement, or exchange may be considered where one of the following circumstances applies:

3.1 Wrong Item Sent

If the Company sends You an item that is different from the item ordered, You may submit a return, refund, replacement, or exchange request.

The item received must be materially different from the item stated in Your Order.

Examples may include:

• Wrong product model;
• Wrong product type;
• Wrong storage capacity;
• Wrong variant;
• Wrong quantity; or
• Another product being sent instead of the product ordered.

The Company may request photographs, videos, Order information, and other evidence to verify the issue.

3.2 Product Does Not Match the Advertised Information

A claim may be considered if the purchased Good received does not materially match the specifications, description, features, or other relevant information advertised on our website at the time of purchase.

This may include circumstances where the product received materially differs from the advertised:

• Product model;
• Specifications;
• Features;
• Capacity;
• Product type;
• Quantity; or
• Other material product information.

Minor differences that do not materially affect the product’s function or specifications may not qualify for a return, refund, or exchange.

3.3 Product Is Damaged Upon Delivery

If the Good is damaged upon delivery, You may submit a return, refund, replacement, or exchange request.

Examples may include:

• Physical damage;
• Cracked or broken components;
• Severe impact damage;
• Damaged connectors;
• Damaged casing;
• Other visible damage that occurred before or during delivery.

You should document the condition of the parcel and product immediately upon receipt.

3.4 Product Is Defective

If a Good is defective upon delivery or fails to function properly due to a defect that existed at the time of delivery, You may submit a claim for an appropriate remedy.

Depending on the circumstances, the Company may request that You perform reasonable troubleshooting steps before determining whether the product is defective.

A product may not be considered defective where the issue is caused by:

• Incorrect installation;
• Incorrect configuration;
• Misuse;
• Accidental damage;
• Physical damage caused by the customer;
• Unauthorised modification;
• Unauthorised repair;
• Electrical overload;
• Incorrect voltage;
• Failure to follow manufacturer instructions;
• Compatibility limitations;
• Normal wear and tear; or
• Other circumstances caused after delivery.

3.5 Delivery Exceeds the Stated Delivery Timeline

A claim may also be considered where the delivery of an Order exceeds the delivery timeframe stated in the Company’s Shipping Policy, subject to verification of the Order and delivery circumstances.

Our standard estimated delivery timeframe is within 7 days.

Delivery delays caused by circumstances beyond the Company’s reasonable control may be reviewed on a case-by-case basis.

These circumstances may include courier delays, public holidays, severe weather, natural disasters, transportation disruptions, incorrect delivery information, remote delivery locations, or other unforeseen events.

4. No Change-of-Mind Returns

We do not accept returns, refunds, or exchanges solely because a customer has changed their mind.

This includes circumstances where the customer:

• Ordered the wrong item;
• Selected the wrong model;
• Selected the wrong storage capacity;
• Selected the wrong variant;
• Purchased an item that is incompatible with their device despite the compatibility information being correctly stated;
• No longer requires the item;
• Does not like the product after purchase; or
• Simply wants a different product.

Customers are encouraged to carefully review product descriptions, specifications, features, compatibility information, and other product details before placing an Order.

5. 24-Hour Reporting Period

All return, refund, exchange, replacement, or product issue requests must be submitted to the Company within 24 hours of receiving the item.

The 24-hour period begins from the time the delivery is recorded as received by the customer or the delivery address.

Customers should inspect their parcel and Goods immediately upon receipt.

Any request submitted after the 24-hour reporting period may not be accepted, except where a different period or remedy is required by applicable law.

6. Required Evidence

To help us investigate and verify a return or refund request, customers are required to provide sufficient supporting evidence.

For eligible claims, the customer must provide the following where applicable.

6.1 Continuous Unboxing Video

A clear and continuous unboxing video is required for claims involving wrong, damaged, defective, missing, or materially different Goods.

The video should clearly show:

• The unopened parcel before opening;
• The shipping label;
• The condition of the external packaging;
• The opening of the parcel;
• The internal packaging;
• The Goods received;
• The product condition; and
• Any visible damage, defect, or discrepancy.

The video should be continuous and should not be edited, cut, or otherwise manipulated in a manner that prevents us from verifying the condition of the parcel before opening.

The shipping label and Order information should be sufficiently clear for verification.

6.2 First-Use Video

Where applicable, the customer may also be required to provide a clear video showing the first use of the item.

This may be particularly relevant for electronic, storage, networking, charging, or other technical Goods where the issue cannot be identified from the appearance of the product alone.

The video may be used to demonstrate:

• The product being connected;
• The product being powered on;
• The product being recognised by a compatible device;
• The product’s relevant functions;
• Error messages;
• Abnormal behaviour; or
• Other issues relevant to the claim.

6.3 Photographs and Supporting Documents

The Company may also require:

• Clear photographs of the Goods;
• Photographs of the packaging;
• Photographs of the shipping label;
• Photographs showing damage or defects;
• Order confirmation;
• Order number;
• Proof of purchase;
• Payment information;
• Product serial number;
• Product model information;
• Screenshots showing technical errors;
• Courier information;
• Other relevant documents; or
• Any other reasonable evidence required to assess the claim.

7. Evidence Requirements

The evidence submitted must be clear, genuine, and sufficient to allow the Company to determine whether the claim is valid.

If the submitted photographs, videos, documents, or other evidence are unclear, incomplete, edited, misleading, or insufficient to verify the issue, the Company may request additional evidence.

Where the required evidence cannot be provided, the claim may not be accepted.

This requirement is intended to protect both customers and the Company against fraudulent, inaccurate, or unverifiable claims.

8. How to Submit a Claim

All return, refund, exchange, replacement, or delivery-related claims must be submitted by contacting:

Email: luvitus-punch@outlook.com

The email should include:

• Full name;
• Order number;
• Date the Order was received;
• Product name;
• Description of the issue;
• Reason for the claim;
• Required photographs;
• Required unboxing video;
• First-use video where applicable; and
• Other supporting information requested by the Company.

Customers should submit all available evidence together where possible to avoid unnecessary delays.

9. Claims Submitted After 24 Hours

Any claim submitted after 24 hours from receipt of the Goods may be rejected.

Similarly, a claim may not be accepted where the customer fails to provide the required evidence within the applicable claim period.

The Company may consider exceptional circumstances where appropriate and where permitted or required under applicable law.

Nothing in this Policy is intended to remove or restrict any mandatory rights available to consumers under Malaysian law.

10. Review and Verification Process

After receiving a claim, the Company may review the information and evidence provided.

The review may include:

1. Checking the Order details;
2. Checking the product purchased;
3. Reviewing photographs;
4. Reviewing the unboxing video;
5. Reviewing the first-use video where applicable;
6. Checking product specifications;
7. Checking delivery information;
8. Checking the product serial number;
9. Consulting the manufacturer or supplier where necessary;
10. Contacting the courier where relevant; and
11. Requesting additional information from the customer.

We reserve the right to conduct reasonable verification before approving or rejecting a claim.

11. Return of Goods

If a return is approved, the Company will provide instructions regarding how and where the Goods should be returned.

Customers should not return Goods without receiving instructions from the Company unless otherwise required by applicable law.

Returned Goods should generally be:

• The same Goods originally supplied;
• In a condition reasonably consistent with the approved claim;
• Accompanied by the relevant accessories where applicable;
• Accompanied by original packaging where reasonably available; and
• Securely packed to prevent further damage during return delivery.

12. Return Shipping

Where a return is approved because the Company sent the wrong item, the item materially differed from the advertised information, or the Good was damaged or defective upon delivery, the Company may arrange or provide appropriate return delivery instructions.

Where the return is requested for a reason that is not covered by this Policy, the Company is not obligated to accept the return or bear the associated delivery costs, subject to applicable law.

13. Refunds

Where a refund is approved, the refund amount will generally correspond to the amount paid for the affected Good, subject to the circumstances of the claim and applicable law.

Refunds may be processed using the original payment method or another appropriate method agreed upon by the Company and customer.

The actual time required for the refund to appear in the customer’s account may depend on the payment provider, bank, card issuer, or other financial institution.

The Company does not control the processing time imposed by third-party financial institutions.

14. Partial Refunds

Where appropriate, the Company may offer a partial refund instead of a full refund.

A partial refund may be considered where:

• The issue affects only part of an Order;
• A minor defect is accepted by the customer;
• Only certain items in a multi-item Order are affected; or
• Another reasonable resolution is mutually agreed upon.

A partial refund will only be processed where appropriate and agreed upon, subject to applicable law.

15. Replacement

Where a claim is approved, the Company may offer a replacement product instead of a refund where appropriate.

Replacement availability depends on stock availability.

If the same product is unavailable, the Company may contact the customer regarding an alternative resolution, which may include a refund or another suitable arrangement.

16. Exchange

Exchanges are generally not permitted for change-of-mind reasons.

However, an exchange may be considered where:

• The wrong item was sent;
• The item received materially differs from the advertised product;
• The item is damaged upon delivery;
• The item is defective upon delivery; or
• Another circumstance qualifies under this Policy or applicable law.

Any approved exchange is subject to product availability.

17. Product Packaging and Accessories

Where a return is approved, customers should retain the original product packaging, manuals, cables, accessories, protective materials, and other items supplied with the product where reasonably possible.

Missing accessories or significant damage caused after delivery may affect the available resolution, subject to applicable law.

18. Electronic and Storage Products

For electronic and storage products, customers should take special care when handling and testing the Goods.

This includes:

• External hard disks;
• Hard drives;
• Pen drives;
• USB storage devices;
• Network switches;
• Wireless USB adapters;
• Extension chargers;
• Surge protectors; and
• Other electronic or computer-related Goods.

Customers should not open, dismantle, modify, repair, or tamper with a product when attempting to establish a warranty or defect claim unless specifically instructed to do so by the Company or manufacturer.

Unauthorised modification or repair may affect the assessment of a claim.

19. Data Loss

Customers are responsible for backing up their own data before using, testing, formatting, transferring, repairing, replacing, or returning any storage device.

This includes external hard disks, hard drives, pen drives, and other storage products.

The Company is not responsible for personal files, business files, photographs, documents, software, or other data stored on a returned, replaced, repaired, or defective storage device, except to the extent liability cannot legally be excluded.

Customers should maintain independent backups of important data at all times.

20. Physical Damage Caused by the Customer

A return, refund, exchange, or replacement may not be approved where the damage was caused after delivery by the customer or another person.

Examples may include:

• Drops;
• Impact;
• Liquid damage;
• Burn marks;
• Broken connectors;
• Physical modification;
• Improper installation;
• Unauthorised repair;
• Electrical overload;
• Incorrect voltage;
• Improper storage;
• Misuse; or
• Failure to follow manufacturer instructions.

Each claim may be reviewed based on the evidence provided.

21. Compatibility Issues

Customers are responsible for reviewing product specifications and compatibility information before purchase.

A product will generally not qualify for a return or refund merely because it does not work with the customer’s device, computer, operating system, network, hardware, or configuration where the product itself matches the advertised specifications.

Where a product is specifically advertised as compatible with a particular system or device and the received product does not meet that advertised compatibility, the matter may be reviewed as an eligible claim.

22. Warranty Claims

Where a Good is covered by a manufacturer’s warranty, warranty claims may be subject to the manufacturer’s warranty terms and conditions.

The customer may be required to provide:

• Proof of purchase;
• Order number;
• Product serial number;
• Photographs;
• Videos;
• Description of the problem; and
• Other information required by the manufacturer or Company.

Warranty coverage may not apply to damage caused by misuse, accidental damage, unauthorised modification, improper installation, or other exclusions stated in the manufacturer’s warranty.

23. Non-Returnable Circumstances

Except where required by applicable law, we generally do not accept returns, refunds, or exchanges where:

• The customer has changed their mind;
• The customer ordered the wrong item;
• The customer selected the wrong model;
• The customer selected the wrong capacity;
• The customer selected the wrong variant;
• The customer purchased the wrong product for their intended purpose;
• The customer did not review the product specifications;
• The product has been damaged after delivery by the customer;
• The product has been modified or repaired without authorisation;
• The claim is submitted after the applicable 24-hour period;
• Required evidence is not provided;
• The evidence provided is insufficient to verify the claim; or
• The issue is caused by circumstances unrelated to the condition of the Goods at delivery.

24. Fraudulent or Misleading Claims

We reserve the right to reject claims where we reasonably believe that:

• Evidence has been altered or manipulated;
• Information has been falsified;
• The product has been intentionally damaged;
• The wrong product has been returned;
• The claim contains misleading information;
• The claim is fraudulent; or
• The return or refund process is being abused.

We may take appropriate action where fraudulent activity is suspected.

25. Refund Processing Time

Once a refund has been approved, We will process the refund within a reasonable period.

The time required for the funds to reach the customer may vary depending on the payment method and relevant payment provider or financial institution.

A delay by a bank, payment gateway, card issuer, or other third-party financial institution does not necessarily constitute a delay by the Company.

26. Return and Refund Decisions

The Company reserves the right to assess each return, refund, exchange, or replacement request based on the circumstances and evidence provided.

Approval of one claim does not automatically mean that another claim involving a different Order or product will receive the same outcome.

Each case may be reviewed individually.

Nothing in this Policy is intended to exclude or restrict any mandatory consumer rights or remedies available under Malaysian law.

27. Shipping Policy

This Return, Refund and Exchange Policy should be read together with the Company’s Shipping Policy.

Our standard shipping timeframe is within 7 days, and we currently provide delivery within Malaysia only.

We do not provide overnight delivery or international shipping.

Where a claim relates to a delivery delay, the delivery record and applicable Shipping Policy will be considered when reviewing the claim.

28. Changes to This Policy

We reserve the right to update, amend, or replace this Return, Refund and Exchange Policy from time to time.

Changes may be made to reflect:

• Changes in our business;
• Changes in product types;
• Changes in return procedures;
• Changes in courier arrangements;
• Changes in payment or refund procedures;
• Changes in applicable laws or regulations; or
• Other operational requirements.

The updated version will be published on our website with the revised “Last Updated” date.

29. Governing Law

This Return, Refund and Exchange Policy shall be governed by and interpreted in accordance with the laws of Malaysia.

Any dispute arising out of or relating to this Policy, a return, refund, exchange, replacement, or purchase shall be subject to the applicable jurisdiction of the courts of Malaysia, subject to any mandatory rights and remedies available to consumers under Malaysian law.

30. Contact Us

For all return, refund, exchange, replacement, or product issue requests, please contact us using the following details:

LUVITUS PUNCH SDN BHD

Email:
luvitus-punch@outlook.com

Contact Number:
+6010-896 0532

Address:
NO.5, 1ST FLOOR, LORONG TASEK HARMONI 1,
TAMAN TASEK HARMONI,
14100 SIMPANG AMPAT,
PULAU PINANG, MALAYSIA

Website:
https://luvituspunch.online/

31. Policy Summary

For convenience, the main requirements of this Policy are summarised below:

• Items sold are generally not exchangeable or refundable.
• A return, refund, replacement, or exchange may be considered if the wrong item was sent.
• A claim may be considered if the product received does not match the advertised specifications, description, features, or information.
• A claim may be considered if the product is spoiled, damaged, or defective upon delivery.
• A claim may be considered where delivery exceeds the applicable timeframe stated in the Company’s Shipping Policy.
• All claims must be submitted within 24 hours of receiving the item.
• A clear and continuous unboxing video showing the unopened parcel, shipping label, packaging, and item received is required where applicable.
• A clear first-use video may be required where applicable.
• Relevant photographs, Order details, and other supporting documents may also be required.
• Requests submitted after the 24-hour period may not be accepted.
• Requests without the required evidence may not be accepted.
• Change-of-mind returns are generally not accepted.
• Nothing in this Policy is intended to exclude or restrict mandatory consumer rights under Malaysian law.

By purchasing Goods from LUVITUS PUNCH SDN BHD, You acknowledge and agree to this Return, Refund and Exchange Policy.