{"id":16,"date":"2025-06-22T12:34:42","date_gmt":"2025-06-22T08:34:42","guid":{"rendered":"https:\/\/luxevision.ae\/?page_id=16"},"modified":"2026-02-21T21:02:15","modified_gmt":"2026-02-22T05:02:15","slug":"refund-and-returns-policy","status":"publish","type":"page","link":"https:\/\/luxevision.my\/ms\/refund-and-returns-policy\/","title":{"rendered":"Refund and Returns Policy"},"content":{"rendered":"
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Refund & Return Policy<\/h1>

Last updated: 22\u202fJune\u202f2025<\/em><\/p>

<\/div>

1\u202f\u00b7\u202fOrder Cancellation (Change\u2011of\u2011Mind, Purchased by Mistake)<\/h2>

When you can cancel<\/strong>
\u2022\u00a0Orders may be cancelled only before<\/strong> the product has entered production or been dispatched from our distribution facility.<\/p>

Fees & deductions<\/strong>
\u2022\u00a0A payment\u2011processing fee of 2\u202f\u2013\u202f7\u202f%<\/strong> (set by your card provider or payment gateway) will be deducted from any refund.
\u2022\u00a0Logistics costs already incurred\u2014up to 50%<\/strong> of the pre\u2011discount order value\u2014will also be deducted.<\/p>

After dispatch<\/strong>
\u2022\u00a0Once an item has shipped, the order cannot be cancelled.
\u2022 If you ask us to recall a shipment in transit, the same logistics deduction (up to 50\u202f%) applies.<\/p>

<\/div>

2\u202f\u00b7\u202fCustom\u2011Designed & Bespoke Products<\/h2>

Because custom items are built to your unique specifications, they cannot be cancelled or refunded once production has begun<\/strong>.
\u2022\u00a0Any deposits or progress payments become non\u2011refundable at that point.
\u2022\u00a0We are unable to resell these items, so please review your order carefully before approving production.<\/p>

<\/div>

3\u202f\u00b7\u202fOrder Modifications (Custom Products)<\/h2>

If you need to amend a custom order, contact us immediately after checkout<\/strong>. We will confirm in writing whether the change is possible.
\u2022\u00a0Changes requested after production starts may be declined or may incur additional charges.<\/p>

<\/div>

4\u202f\u00b7\u202fExchanges (Screens, Projectors & Electronics)<\/h2>
  1. Condition<\/strong> \u2013 Items must be brand\u2011new, unused and in their original packaging. Photo or video evidence is required for approval.<\/li>
  2. Shipping<\/strong> \u2013 Outbound and return freight is the customer\u2019s responsibility.<\/li>
  3. Store credit<\/strong> \u2013 Once the item passes quality control, we issue a store credit equal to the item price minus the original shipping cost (30\u202f% of the item price)<\/strong>.<\/li><\/ol>
    <\/div>

    5\u202f\u00b7\u202fReturns due to Address Errors, Access Issues or Compatibility<\/h2>
    Scenario<\/th>Customer costs<\/th><\/tr>
    Incorrect \/ incomplete delivery address<\/td>Return freight + restocking fee below<\/td><\/tr>
    Building access impossible (package too large, no lift access, etc.)<\/td>Return freight + restocking fee below<\/td><\/tr>
    Product incompatibility (e.g. projector not suitable)<\/td>Return freight + restocking fee below<\/td><\/tr><\/tbody><\/table>

    Restocking fee<\/strong> \u2013 25\u202f% of the item value. Initial outbound freight is non\u2011refundable.
    Condition<\/strong> \u2013 Item must be brand\u2011new and in original packaging.<\/p>

    <\/div>

    6\u202f\u00b7\u202fStandard Returns Window (Screens, Projectors & Accessories)<\/h2>
    Timing after delivery<\/td>Restocking fee<\/td>Notes<\/td><\/tr>
    Within 14\u202fdays<\/strong><\/td>0%<\/td>Return label must be used within 7\u202fdays of issue (Return article must be in brand new sealed box)<\/td><\/tr>
    14\u202f\u2013\u202f30\u202fdays<\/td>25\u202f%<\/td>Missing accessories or cosmetic damage also incur this fee<\/td><\/tr>
    >\u202f30\u202fdays<\/td>50\u202f%<\/td>\u00a0<\/td><\/tr>
    Intentional damage<\/td>Up to 80\u202f%<\/td>Determined by our QC team<\/td><\/tr><\/tbody><\/table>

    All returns are subject to inspection. Items not in sellable condition will be refused; you will be responsible for return freight back to you.<\/p>

    Gifts \/ bonus items<\/strong> \u2013 You may either return any free gifts or keep them; if kept, their retail value will be deducted from your refund.<\/p>

    <\/div>

    7\u202f\u00b7\u202fRefunds<\/h2>

    \u2022\u00a0Refunds are issued to the original payment method within 3\u202f\u2013\u202f5 business days<\/strong> of passing quality inspection.
    \u2022\u00a0Your bank may take an additional 1\u202f\u2013\u202f3 business days to post the credit.
    \u2022\u00a0Refund amount = Item price minus<\/strong> initial shipping, processing fees and any applicable restocking fees.<\/p>

    Bundle Deals<\/h3>

    When part of a bundle is returned, kept items revert to their current regular (non\u2011bundle) prices and the refund is adjusted accordingly.<\/p>

    <\/div>

    8\u202f\u00b7\u202fProducts Not Eligible for Return (Laser\u202fTV Cabinets \/ Furniture \/ Theatre Fittings)<\/h2>

    Due to their size and made\u2011to\u2011order nature, these items are non\u2011returnable and non\u2011refundable<\/strong>. Manufacturing defects are covered by our warranty; we will repair or replace the product free of charge within the warranty period.<\/p>

    <\/div>

    9\u202f\u00b7\u202fLate or Missing Refunds<\/h2>

    If a refund has not appeared:<\/p>

    1. Check your bank or card account again.<\/li>
    2. Contact your card issuer; some banks post credits with a delay.<\/li>
    3. If you still need help, email us for a proof\u2011of\u2011refund reference.<\/li><\/ol>
      <\/div>

      10\u202f\u00b7\u202fHow to Start a Return or Exchange<\/h2>
      1. Email info@luxevision.com<\/strong><\/a>\u00a0within 14\u202fdays of delivery with your order number and reason for return.<\/li>
      2. Our team will review your request and, if approved, send a return label and instructions.<\/li>
      3. Ship the item within 7\u202fdays of receiving the label.<\/li>
      4. We will notify you once your return is inspected and your refund or store credit is processed.<\/li><\/ol>
        <\/div>

        Questions?<\/strong> We are here to help. Contact our Customer Service team at info@luxevision.com<\/strong><\/a>\u00a0for any clarification regarding this policy.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

        Refund & Return Policy Last updated: 22\u202fJune\u202f2025 1\u202f\u00b7\u202fOrder Cancellation (Change\u2011of\u2011Mind, Purchased by Mistake) When you can cancel\u2022\u00a0Orders may be cancelled<\/p>","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-16","page","type-page","status-publish","hentry"],"yoast_head":"\nRefund and Returns Policy - LUXE VISION - Malaysia Official Site<\/title>\n<meta name=\"description\" content=\"Discover premium home theatre systems, projectors, and screens at Refund and Returns Policy | LuxeVision.com. 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