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Return Policy

At CARLUX ACCESSORIES SDN BHD, your satisfaction is our priority. While we work hard to ensure the quality of our products, we understand that issues may arise. This policy explains your rights and obligations regarding returns, refunds, and replacements.

✅ Return Eligibility Conditions

You may return an item if it meets all the following conditions:

  • Return request is submitted within 7 calendar days from delivery date

  • Item is unused, uninstalled, and in original, unopened packaging

  • Item is not listed under non-returnable categories (see below)

  • Proof of purchase and unboxing video/photo evidence is provided

  • Product is not damaged due to customer mishandling

❌ Non-Returnable Items

  • Clearance or promotional items labeled Final Sale

  • Custom orders or bulk purchases

  • Personal use products (air fresheners, hygiene-related accessories)

  • Items damaged by improper installation or misuse

🛠️ Damaged, Defective, or Wrong Items

If you received a wrong or defective item:

  1. Contact us within 48 hours of delivery

  2. Send clear photos or videos of the issue

  3. We will cover the full return shipping and provide a replacement or refund

📦 Return Instructions

After your return is approved:

  • Repack the item securely

  • Include a copy of the invoice or receipt

  • Write the Return Reference Number on the parcel

Return shipping address will be shared via email based on your request.

🔁 Refund & Replacement Process

  • All returned items are inspected upon arrival

  • Once approved:

    • Refunds are issued via original payment method within 7–10 business days

    • Replacements will be shipped with a new tracking number

  • If the item fails inspection (used, damaged, or incomplete), a partial refund or rejection may apply

💸 Restocking Fees

  • A 10% restocking fee may apply for returns due to change-of-mind or customer error

  • No fee for defective/damaged items or shipping errors

⚖️ Legal & Export Restrictions

  • We follow Malaysia’s Consumer Protection Act 1999 and relevant international guidelines

  • Buyers are responsible for understanding their local import regulations

  • CARLUX is not liable for packages held or rejected by foreign customs

📝 Disputes & Resolution

If you are unsatisfied with the resolution, you may contact:

  • KPDN (Kementerian Perdagangan Dalam Negeri) for Malaysian customers

  • Our dispute mediation team via [email protected]

We aim to resolve all cases fairly and efficiently.

📬 Contact Us

Have questions about your order or returns?
We’re here to help:

📞 017-942 6238
📧 [email protected]
🌐 www.carlux.life