LUCO Group Sdn Bhd (CLEV)
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.
Payment for CLEV products and services is made in four stages: 30% deposit upon confirmation of the quotation; 30% before commencement of work on site; 30% upon completion of the structure; and the remaining 10% balance upon final completion. Each stage funds the corresponding phase of design, material procurement, fabrication, and installation.
Final payment is due upon completion of installation or delivery of CLEV products. Once installation is complete, the order is final and not eligible for a refund — see Section 3.3. Final payment indicates acceptance of the completed work or products delivered, subject only to the defect rectification process in Section 4.
Cancellations must be submitted in writing. In the event of cancellation by the client, or termination through no fault of Luco Group Sdn Bhd, the client agrees to pay for any work completed and any purchases made up to the cancellation date. A processing fee of RM200 will be charged to process any refund of the remaining balance.
The earlier a cancellation is made, the less work and material cost has been incurred, and the more of your payment is eligible to be refunded — less the RM200 processing fee. Cancelling before production or site work begins results in the smallest deduction.
Once installation is complete, the full project cost has been incurred as "work completed," leaving no balance to refund. This is why we recommend confirming all measurements and details (Section 8.3 of our Terms & Conditions) before installation begins — it's your opportunity to catch anything that needs to change while a refund is still meaningful.
If material costs rise by more than 10% between quotation and commencement of work, we will notify you in writing with supporting documentation. You may accept the revised price, or cancel the order for a full refund of your deposit — this is the one circumstance where a full deposit refund applies, since the price change was not something you agreed to.
If we are unable to complete installation 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 is evaluated individually.
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.
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.
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.
All refund requests must be submitted in writing to enquiry@lucogroup.com.my 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).
We will evaluate all refund requests within 14 business days and notify you of our decision.
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.
Delays due to unsuitable weather conditions do not qualify for refunds as they are beyond our control.
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.
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.
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.
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.
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.
LUCO Group Sdn Bhd reserves the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website.
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.