Laxis Fashion is committed to ensuring that customers receive the Goods they ordered in satisfactory condition and in accordance with the product information provided on Our Website.
This Returns, Refunds & Exchanges Policy explains the circumstances under which Goods purchased through the Service may be returned, refunded, or exchanged, as well as the requirements and procedures that You must follow when submitting a request.
Due to the nature of the Goods sold by Laxis Fashion, all purchases are generally final and Goods are not exchangeable or refundable, except in the circumstances expressly stated in this Policy and where required by applicable law.
By placing an Order through the Service, You acknowledge and agree to the terms of this Returns, Refunds & Exchanges Policy, subject to any mandatory rights You may have under applicable Malaysian law.
Definitions
For the purposes of this Returns, Refunds & Exchanges Policy:
- “Company” (referred to as either the “Company”, “We”, “Us” or “Our”) refers to LAXIS FASHION SDN. BHD. (202601013750 / 1675848-K).
- “Goods” refers to the items offered for sale on the Service, including baby clothing, boys clothing, girls clothing, kids clothing, and kids accessories.
- “Orders” means a request by You to purchase Goods from Us.
- “Service” refers to the Laxis Fashion website, accessible from https://lxs-fashion.com.
- “You” means the individual accessing the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
- “Return” means the process of sending Goods back to the Company after a return request has been approved.
- “Refund” means the repayment of an amount paid by You for eligible Goods where the Company has approved a refund.
- “Exchange” means the replacement of eligible Goods with another item or replacement item approved by the Company.
- “Return Request” means a request submitted by You to Us seeking a Return, Refund, or Exchange under this Policy.
- “Evidence” means photographs, videos, Order information, delivery information, or other supporting documentation requested by the Company to assess a Return Request.
- “Unboxing Video” means a clear and continuous video recording showing the unopened parcel, shipping label, packaging, and Goods as they are removed from the parcel.
- “Business Day” means a day other than a Saturday, Sunday, or public holiday in Malaysia.
1. General Returns, Refunds and Exchanges Policy
Unless otherwise required by applicable law, Goods sold by Laxis Fashion are not exchangeable and are not refundable simply because You:
- changed Your mind;
- selected the wrong size;
- selected the wrong colour;
- no longer require the Goods;
- ordered the wrong quantity;
- found another product You prefer;
- do not like the appearance of the Goods;
- do not prefer the fit of the Goods; or
- otherwise decide that You no longer want the Goods.
Returns, Refunds, or Exchanges may only be considered where the circumstances fall within the eligible situations described in this Policy.
Nothing in this Policy is intended to exclude, restrict, or remove any consumer rights, guarantees, warranties, or remedies that cannot legally be excluded under applicable Malaysian law.
2. Eligible Circumstances for Return, Refund or Exchange
A Return Request may be considered where one or more of the following circumstances applies:
- Wrong Item Sent
The Company sent a different item from the item purchased in the Order. - Item Does Not Match the Advertised Information
The Goods received do not materially match the specifications, description, features, or other material information advertised on the Service at the time of purchase. - Goods Are Spoiled, Damaged, or Defective Upon Delivery
The Goods are received in a spoiled, damaged, defective, or otherwise materially unsatisfactory condition that was present upon delivery. - Delivery Exceeds the Applicable Delivery Timeline
The Order has exceeded the applicable delivery timeline stated in Our Shipping Policy, subject to the circumstances and requirements of this Policy.
Each Return Request will be reviewed individually.
Approval of a Return, Refund, or Exchange is not automatic and may be subject to verification of the issue, supporting Evidence, product condition, Order information, and applicable law.
3. No Change-of-Mind Returns
Laxis Fashion does not generally accept change-of-mind returns.
This means that We will not ordinarily accept a Return Request solely because You:
- changed Your mind after purchasing;
- purchased the wrong size;
- purchased the wrong colour;
- purchased the wrong design;
- ordered too many items;
- decided that the Goods are no longer required;
- expected the Goods to look different; or
- otherwise no longer wish to keep the Goods.
Customers are therefore strongly encouraged to review all available product information, including descriptions, photographs, sizes, measurements, colours, features, and other relevant information before placing an Order.
4. Wrong Item Received
If You receive an item that is different from the item You ordered, You may submit a Return Request.
Examples may include:
- receiving a different product;
- receiving a different design;
- receiving a different colour where the ordered colour is clearly identifiable;
- receiving a different size from the size stated in the Order; or
- receiving another customer’s Goods.
You must provide sufficient Evidence for Us to verify the issue.
Where the Company confirms that the wrong item was sent, We may, at Our discretion and subject to availability:
- arrange an Exchange for the correct item;
- provide a Refund for the affected item; or
- provide another appropriate resolution in accordance with applicable law.
5. Goods Not Matching Advertised Information
If the Goods received materially differ from the specifications, description, features, or other material information advertised on the Service, You may submit a Return Request.
Minor differences that do not materially affect the Goods may not qualify.
Examples of differences that may require further assessment include:
- material differences in the advertised product specifications;
- materially different product features;
- a materially different product type;
- significant differences between the advertised and received Goods; or
- other discrepancies that materially affect the nature or functionality of the Goods.
Differences caused solely by screen settings, lighting, photography, manufacturing tolerances, or other minor variations may not qualify where the Goods otherwise correspond with the advertised product.
6. Damaged, Defective or Spoiled Goods
If Goods are received damaged, defective, spoiled, or otherwise materially affected upon delivery, You must contact Us within the required reporting period.
Examples may include:
- visible physical damage;
- broken components;
- defective construction;
- damaged packaging that has affected the Goods;
- manufacturing defects;
- Goods that are spoiled upon arrival; or
- other material defects that were present when the Goods were delivered.
You should not continue using, washing, modifying, repairing, or altering the affected Goods after discovering the issue unless otherwise instructed by Us.
We may request photographs, videos, or other Evidence to determine whether the issue existed upon delivery.
7. Delivery Beyond the Applicable Timeline
Where an Order has exceeded the delivery timeline stated in Our Shipping Policy, You may contact Us to request an investigation.
Our current standard delivery timeframe is generally within 7 days, subject to the terms and conditions of Our Shipping Policy.
Delivery delays may occur due to circumstances including:
- courier delays;
- public holidays;
- peak periods;
- incorrect Delivery Addresses;
- failed delivery attempts;
- severe weather;
- natural disasters;
- transportation disruptions;
- events beyond Our reasonable control; or
- other circumstances described in Our Shipping Policy.
A delayed delivery does not automatically result in an immediate Refund.
We may first investigate the status of the Order with the relevant Courier and determine the appropriate resolution based on the circumstances.
8. Mandatory 24-Hour Reporting Period
All Return, Refund, and Exchange Requests must be submitted to the Company within 24 hours of receiving the Goods.
The 24-hour period begins from the time the Goods are recorded as delivered or received by You or an authorised recipient.
You are responsible for inspecting the Goods promptly upon receipt.
If You identify an issue, You must contact Us as soon as possible and no later than 24 hours after receiving the Goods.
Requests submitted after the 24-hour reporting period may be rejected, subject to any rights or remedies that cannot lawfully be excluded under applicable Malaysian law.
9. Required Unboxing Video
For Return, Refund, or Exchange Requests involving Goods received by You, We may require a clear and continuous unboxing video as part of the Evidence required to assess the claim.
The Unboxing Video should clearly show:
- the unopened parcel;
- the shipping label;
- the condition of the external packaging;
- the opening of the parcel;
- the packaging inside the parcel;
- the Goods as originally received; and
- the condition and relevant details of the Goods.
The video should be continuous and sufficiently clear for Us to reasonably verify the condition of the parcel and Goods at the time of opening.
Where the video does not clearly show the relevant information or appears to have been edited in a manner that prevents verification, We may request additional Evidence.
10. First-Use Video
Where applicable, We may require You to provide a clear video showing the first use of the Goods.
This requirement may apply where the nature of the Goods means that the issue cannot reasonably be assessed from the packaging or photographs alone.
The first-use video should demonstrate the relevant issue clearly and should be recorded as soon as reasonably possible after the Goods are received.
You should not intentionally alter, modify, repair, wash, clean, or otherwise change the Goods before recording or reporting an alleged defect unless necessary for safety reasons.
11. Photographic Evidence
We may request clear photographs to support a Return Request.
Photographs may be required to show:
- the Goods received;
- the product label;
- size or product information;
- visible damage;
- defects;
- packaging;
- shipping label;
- product condition;
- discrepancies between the Goods and the Order; or
- other relevant details.
Photographs should be clear, sufficiently illuminated, and show the relevant issue from appropriate angles.
12. Order Information and Supporting Documents
You may be required to provide:
- Order number;
- proof of purchase;
- name used for the Order;
- contact information;
- photographs;
- videos;
- delivery information;
- shipping label;
- product information;
- payment information where relevant; or
- any other supporting documents reasonably requested by the Company.
Failure to provide the information reasonably required to investigate the Return Request may prevent Us from properly assessing the claim.
13. Evidence Requirements
The Evidence submitted by You must be genuine and relate to the relevant Order and Goods.
We reserve the right to reject Evidence that:
- is unclear;
- is incomplete;
- does not relate to the relevant Order;
- has been materially altered;
- does not adequately show the alleged issue;
- is submitted after the applicable reporting period; or
- otherwise does not allow Us to reasonably verify the claim.
We may request additional Evidence where the initial Evidence is insufficient.
14. Condition of Goods
Where a Return has been approved, You may be required to return the Goods in the condition in which they were received.
Unless otherwise instructed by Us, returned Goods should remain:
- unworn;
- unwashed;
- unaltered;
- undamaged;
- complete with applicable tags and labels;
- complete with applicable accessories; and
- accompanied by the original packaging where reasonably available.
However, where the claim concerns a defect or damage that occurred before or upon delivery, the condition requirement will be assessed according to the circumstances of the claim.
Nothing in this section limits any mandatory consumer rights under applicable law.
15. Goods That Have Been Used
Where You claim that Goods are defective, damaged, or otherwise not as advertised, We may assess whether the issue existed before or upon delivery.
If the Goods have been:
- excessively used;
- washed;
- modified;
- repaired;
- altered;
- damaged after delivery; or
- otherwise handled in a manner that may have caused the reported issue,
We may request additional Evidence to determine the cause of the issue.
Damage caused by misuse, improper care, improper washing, improper storage, alteration, or other actions after delivery may not qualify for a Return, Refund, or Exchange.
16. Hygiene and Product Condition
For hygiene, safety, and product-condition reasons, certain Goods may be subject to additional restrictions on Returns or Exchanges where permitted by law.
This may apply particularly where Goods have been worn, washed, used, contaminated, damaged, altered, or otherwise placed in a condition that prevents them from being resold.
Where an issue concerns a defect or other circumstance that existed upon delivery, the Company will assess the matter separately.
17. Approval of Return Request
Submitting a Return Request does not mean that the Return, Refund, or Exchange has been approved.
The Company may review:
- the Order details;
- delivery information;
- Evidence provided;
- condition of the Goods;
- nature of the complaint;
- applicable product information;
- availability of replacement Goods; and
- applicable laws and policies.
We will communicate the outcome of the assessment to You.
18. Return Instructions
If a Return is approved, We will provide You with instructions regarding the return process.
You must follow the instructions provided by Us, including any requirements concerning:
- return address;
- packaging;
- Courier;
- shipping method;
- return deadline; and
- documentation.
You should not send Goods back to an address or through a method that has not been approved or instructed by Us.
19. Return Shipping Costs
Where a Return is approved because the Company sent the wrong item, the Goods were materially defective or damaged upon delivery, or the Goods materially failed to match the advertised information, the Company may provide instructions regarding the applicable return shipping arrangement.
Where the Return Request is not eligible under this Policy, You may be responsible for any return shipping costs.
The treatment of return shipping costs will be determined based on the circumstances of the claim and applicable law.
20. Exchange Policy
Where an Exchange is approved, the replacement item will generally be subject to product availability.
An Exchange may be offered where:
- the wrong item was sent;
- the Goods received are materially different from the advertised Goods;
- the Goods are defective or damaged upon delivery; or
- another circumstance is approved by the Company.
If the requested replacement item is unavailable, We may provide another appropriate resolution, which may include a Refund where applicable.
21. No Exchange for Change of Size or Preference
We do not ordinarily provide Exchanges simply because You:
- selected the wrong size;
- selected the wrong colour;
- prefer another design;
- prefer another style;
- prefer another fit; or
- otherwise changed Your preference after placing the Order.
Please carefully review product measurements and information before completing Your purchase.
22. Refund Eligibility
A Refund may be considered where:
- the Company sent the wrong item;
- the Goods materially fail to match the advertised specifications, description, features, or information;
- the Goods are spoiled, damaged, or defective upon delivery;
- an eligible Order has exceeded the applicable delivery timeline and the Company determines that a Refund is appropriate; or
- a Refund is otherwise required under applicable law.
The final Refund amount will depend on the circumstances of the claim and the applicable legal and policy requirements.
23. Refund Method
Where a Refund is approved, We may process the Refund using the original payment method where reasonably practicable.
The processing time for a Refund may vary depending on:
- the payment method;
- bank processing times;
- payment gateway processing times;
- card issuer procedures; or
- other third-party financial institutions.
Laxis Fashion is not responsible for delays caused by a bank, card issuer, payment provider, or other third party after We have initiated the Refund.
24. Partial Refunds
In certain circumstances, We may determine that a partial Refund is an appropriate resolution where permitted by applicable law.
The amount of any partial Refund will depend on the nature and extent of the issue.
A partial Refund may be offered as an alternative to a Return or Exchange where appropriate and agreed upon by the Company and customer.
25. Refunds for Delayed Orders
Where an Order exceeds the delivery timeline stated in Our Shipping Policy, You may contact Us to request assistance.
We may investigate the Order with the relevant Courier.
Depending on the circumstances, We may:
- continue the delivery;
- provide an updated delivery status;
- arrange an appropriate resolution;
- offer a replacement where applicable; or
- provide a Refund where appropriate and permitted by applicable law.
A delivery delay caused by circumstances beyond Our reasonable control does not automatically guarantee a Refund.
26. Refunds for Unavailable Goods
If We are unable to fulfil an accepted Order because the Goods are unavailable, We may cancel the affected Order and provide an applicable Refund for any payment already made.
The Refund will be processed using an appropriate payment or refund method.
27. Non-Eligible Return, Refund or Exchange Requests
A Return, Refund, or Exchange Request may be rejected where:
- the request is submitted more than 24 hours after receipt of the Goods;
- required Evidence is not provided;
- the Unboxing Video is missing where required;
- the submitted Evidence is unclear or insufficient;
- the Goods were damaged after delivery through misuse or improper handling;
- the Goods were washed or altered and the reported issue may have resulted from such actions;
- the issue is solely a change of mind;
- the wrong size was selected by the customer;
- the wrong colour was selected by the customer;
- the customer no longer wants the Goods;
- the Goods have been used beyond reasonable inspection;
- the claim cannot be reasonably verified; or
- the claim does not fall within the circumstances covered by this Policy.
This list does not limit any rights that cannot legally be excluded under applicable law.
28. Fraudulent or Abusive Claims
Laxis Fashion reserves the right to investigate suspected fraudulent, dishonest, or abusive Return, Refund, or Exchange Requests.
Examples may include:
- submitting false Evidence;
- submitting Evidence relating to another Order;
- repeatedly making unsupported claims;
- intentionally damaging Goods after delivery;
- manipulating or altering Evidence; or
- making a claim that We reasonably believe to be fraudulent.
Where permitted by law, We may reject such claims and take appropriate action.
29. Multiple Claims
Where a customer submits multiple Return, Refund, or Exchange Requests relating to the same Order or Goods, We may review the requests together.
Each claim must be supported by relevant Evidence.
Approval of one Return Request does not automatically establish eligibility for another unrelated Order or claim.
30. Gift Orders
Where Goods are purchased as a gift, the person who placed the Order remains responsible for the Order information and Return Request.
Any Refund may generally be processed to the original purchaser or original payment method, subject to the applicable circumstances and payment provider procedures.
31. Incorrect Delivery Information
If Goods are delivered to an incorrect location because You provided an incorrect or incomplete Delivery Address, this will generally not qualify as a defective or incorrect Goods claim.
Please refer to Our Shipping Policy for further information regarding delivery addresses and failed deliveries.
32. Unclaimed or Refused Deliveries
If You refuse or fail to accept delivery without a valid reason, additional delivery or return arrangements may be required.
Such circumstances do not automatically qualify for a Refund.
Any applicable resolution will be assessed based on the circumstances, Our policies, and applicable law.
33. Customer Responsibility Upon Delivery
You are responsible for promptly inspecting the Goods after receiving them.
You should:
- check that the parcel is addressed to You;
- check the shipping label;
- record a clear Unboxing Video;
- check that the Goods correspond with Your Order;
- inspect the Goods for visible damage or defects; and
- contact Us immediately if You identify an issue.
Because Return, Refund, and Exchange Requests must generally be submitted within 24 hours, We strongly recommend inspecting Your Order as soon as it is delivered.
34. No Automatic Approval
The existence of an issue does not automatically determine the outcome of a Return, Refund, or Exchange Request.
The Company may review the available Evidence and determine the appropriate resolution based on:
- the circumstances of the Order;
- the nature of the issue;
- product condition;
- Evidence provided;
- availability of replacement Goods;
- applicable policies; and
- applicable law.
35. Consumer Rights
Nothing in this Policy is intended to exclude, restrict, or remove any rights or remedies that You may have under applicable Malaysian consumer protection laws.
Where applicable, statutory consumer rights will prevail over any provision of this Policy to the extent of any inconsistency.
If You believe that Your statutory consumer rights have been affected, You may contact Us to discuss the matter.
36. Changes to This Policy
We reserve the right to update, amend, or modify this Returns, Refunds & Exchanges Policy from time to time.
Changes may be made to reflect:
- changes to Our business;
- changes to the Goods We offer;
- changes to Our return procedures;
- changes to payment or delivery processes;
- changes to applicable laws;
- changes to regulatory requirements; or
- operational requirements.
The updated version will be published on the Service with a revised “Last Updated” date.
You should review this Policy periodically for the most current information.
37. Governing Law
This Returns, Refunds & Exchanges Policy shall be governed by and construed in accordance with the laws of Malaysia.
Any dispute, claim, or matter arising out of or relating to this Policy, a Return, Refund, Exchange, Order, or Goods shall be subject to the applicable laws and jurisdiction of Malaysia.
Nothing in this Policy is intended to exclude or restrict any mandatory consumer rights or remedies available under applicable Malaysian law.
38. Contact Us
All Return, Refund, and Exchange Requests must be submitted to the Company within 24 hours of receiving the Goods.
Please contact Laxis Fashion using the following contact details:
Company: LAXIS FASHION SDN. BHD.
Company Registration No.: 202601013750 / 1675848-K
Website: https://lxs-fashion.com
Phone: 01120755881
Email: laxisfashion@outlook.com
When contacting Us, please include:
- Your name;
- Order number;
- date and time the Goods were received;
- description of the issue;
- clear Unboxing Video;
- first-use video where applicable;
- relevant photographs; and
- any other supporting Evidence requested by Us.
39. Important Notice
All Goods sold by Laxis Fashion are generally non-refundable and non-exchangeable unless they fall within an eligible circumstance under this Policy or where a remedy is required by applicable law.
All Return, Refund, and Exchange Requests must be submitted within 24 hours of receiving the Goods.
Customers are required to provide the requested Evidence, including a clear and continuous Unboxing Video showing the unopened parcel, shipping label, packaging, and Goods received, together with a first-use video where applicable and any relevant photographs, Order details, or supporting documents requested by the Company.
Requests submitted after the applicable 24-hour period or without the required Evidence may not be accepted, subject to any rights that cannot lawfully be excluded under applicable law.
By placing an Order through the Service, You acknowledge that You have read, understood, and agreed to this Returns, Refunds & Exchanges Policy, subject to Your rights under applicable law.