Article 1 Purpose and Scope
This Policy is the official transaction and management policy established by the Company for the Malaysia market in relation to product transactions, online transactions, member services, the authorized distributor system, returns, refunds, order cancellations, exits from the system, order-related rights and benefits, and the reversal of related rights and benefits.
This Policy applies to members, consumers and Authorized Distributors in the Malaysia market in connection with returns, refunds, order cancellations, exits from qualification, termination of qualification, performance adjustments, points reversal, profit-sharing clawback, adjustment of team sales target achievement rewards, clawback of supervisory allowances and other related matters arising from the purchase of the Company’s products, product packages, Distributor Product Starter Packages, Quarterly Activity Packages, member-exclusive products, distributor-exclusive products, or participation in the Company’s authorized distributor system.
If this Policy is inconsistent with any mandatory laws of Malaysia, consumer protection laws, electronic transaction or online transaction regulations, cooling-off period requirements, return and refund requirements, personal data protection requirements, or any other statutory rights that cannot be excluded, such mandatory laws shall prevail.
Article 2 Disclosure of Online Transaction Information
The Company may, in accordance with Malaysia online transaction, electronic transaction and consumer protection requirements, disclose seller information, key product or service information, prices, shipping fees, taxes, payment methods, delivery methods, estimated delivery time, return and refund rules, sales terms and other information required by law or platform rules on product pages, order pages, checkout pages, payment pages, system announcements, electronic notices or other transaction processes.
Before placing an order, making payment, registering as a member, activating Authorized Distributor qualification, participating in activities or using the Company’s services, members, consumers and Authorized Distributors shall carefully review the product page, order page, checkout page, system announcements and other transaction information, and confirm the product content, price, payment terms, delivery terms, cooling-off period, return and refund rules, authorized distributor system and other announced terms.
If Malaysian laws, platform rules or competent authorities require certain online transaction information to be disclosed in Malay or in any other specified manner, the Company may comply with the applicable laws and platform rules. Other language versions may be used for reference purposes. In the event of any inconsistency between language versions, unless otherwise required by law, the primary version announced by the Company shall prevail.
Article 3 Seven-Day Cooling-Off Period and Commencement
Unless otherwise required by mandatory laws of Malaysia, the cooling-off period voluntarily provided by the Company in the Malaysia market shall be seven days from the date on which the order confirmation is completed. If a member, consumer or Authorized Distributor wishes to cancel an order, request a return or request a refund within the cooling-off period, the request shall be submitted within the aforesaid period in accordance with the Company’s announced procedures.
The “date on which the order confirmation is completed” means the date on which the Company’s system, platform, email, SMS, message notification or other transaction process confirms that the order has been placed, payment has been completed, or the order has entered the processing stage. Unless otherwise stated in the Company’s announcement or transaction page, the cooling-off period shall commence on the date of order confirmation, and that date shall be included in the seven-day period.
A request for cancellation, return or refund submitted within the cooling-off period shall still comply with this Policy, the Company’s announced return and refund procedures, product condition requirements, information submission requirements and other reasonable review conditions. The cooling-off period does not mean that all products, services, activity qualifications, points redemption items or non-cash benefits may be cancelled, returned or refunded unconditionally.
If Malaysian laws or other applicable laws impose mandatory requirements, special determinations, cooling-off periods, cancellation rights, termination rights, return rights, refund rights, information disclosure requirements, contract format requirements, delivery restrictions or other non-excludable statutory requirements in relation to specific transaction types, transaction methods, product or service characteristics, consumer transactions, online transactions, electronic transactions, member services or other transaction arrangements, the period, commencement date, method of exercise and legal effect shall be governed by such mandatory laws.
Article 4 Order Status and Cancellation Handling
Where a member, consumer or Authorized Distributor submits a cancellation, return or refund request within the seven-day cooling-off period, the Company may process the request according to the actual order status.
For orders that have not yet been shipped or handed over to logistics, the Company may, after confirming that the cancellation conditions are met, process the refund through the original payment method or another method approved by the Company. Necessary payment processing fees, bank charges, platform fees or other fees that may be deducted under applicable law or transaction terms may be handled according to the actual circumstances.
For orders that have been shipped, handed over to logistics, are in transit, have been delivered, or have been received by the purchaser, designated recipient or receiving agent, the applicant shall process the return in the manner designated by the Company. The Company shall process the refund or other handling only after confirming the product condition, return logistics, return of gifts, completeness of the package and other necessary matters.
If the order involves cross-border delivery, third-party warehousing, platform transactions, logistics collection, customs duties, import taxes, cross-border payment processing, bank charges or other irreversible costs, whether such fees are refundable or which party shall bear them shall be determined in accordance with the transaction terms, the Company’s announced policies, platform rules, actual costs and applicable Malaysian laws.
Article 5 Handling of Specific Legal Requirements or Competent Authority Determinations
If Malaysian laws or other applicable laws, competent authorities, courts or other authorities with jurisdiction impose mandatory requirements, special determinations, licensing requirements, registration requirements, information disclosure requirements, contract format requirements, cooling-off period requirements, return and refund requirements or other non-excludable statutory requirements on the Company’s specific products, services, transaction types, sales processes, online transaction arrangements, membership system, authorized distributor system or other operational arrangements, the Company shall comply with such mandatory requirements or determinations.
This Article is intended solely to preserve necessary flexibility for legal compliance and system adjustments, and does not mean that all transactions, systems or operational arrangements of the Company are automatically subject to any specific legal classification. The actual application shall be determined based on the transaction model, product or service characteristics, sales process, member usage, applicable laws, determinations of competent authorities and the Malaysia Market Implementation Rules announced by the Company.
Article 6 Information Required for Return and Refund Requests
If a member, consumer or Authorized Distributor wishes to request a return, refund, exchange or order cancellation, the request shall be submitted within the applicable period in accordance with the Company’s announced procedures, and the applicant shall provide necessary information, including but not limited to the order confirmation number, platform order record, purchaser information, payment record, e-wallet or bank payment record, product photos, description of product condition, delivery receipt record, logistics tracking information, return logistics information, receiving account information and other information reasonably requested by the Company.
The applicant shall ensure that all submitted information is true, accurate and complete. If the information is incomplete or inaccurate, identity cannot be verified, the order cannot be checked, payment cannot be confirmed, product condition cannot be confirmed, logistics status cannot be tracked, the receiving account cannot be verified, or other risks or concerns exist, the Company may suspend processing and request the applicant to supplement or correct the information.
Returned products shall be returned or delivered in the manner designated by the Company and shall be properly packaged to prevent damage, contamination, loss or reduction in value during transportation. If loss is caused by improper packaging, incorrect shipment, late return, failure to return in the designated manner or any other cause not attributable to the Company, the Company may refuse the return, deduct the corresponding amount or request compensation according to the actual circumstances.
Article 7 Return Conditions, Refund Amount and Refund Method
Unless otherwise required by mandatory laws of Malaysia, any return or refund request shall satisfy the return conditions announced by the Company, including that the product is unused, unopened, properly packaged, complete with accessories and labels, all gifts are returned, the package contents are complete, and the product is suitable for resale.
If the product is defective, incorrectly shipped, short-shipped, damaged, expired or otherwise attributable to the Company, the Company will provide replacement, reshipment, refund, partial refund, repair, compensation or other reasonable handling according to the actual circumstances.
The refund amount shall be calculated based on the actual transaction amount, order status, product condition, quantity of returned products, products and services used or provided, return of gifts, completeness of the package, discount benefits, reduction in value, logistics costs, payment processing costs, platform costs, tax costs, necessary fees deductible by law and the Company’s announced policies.
Unless otherwise required by mandatory laws of Malaysia, the allocation of return logistics fees, local logistics fees, cross-border logistics fees, customs duties, taxes, platform fees, payment processing fees, bank charges, cross-border remittance fees, e-wallet fees, warehousing handling fees, reduction in product value and other necessary fees shall be determined based on the reason for return, order status, transaction terms, the Company’s announced policies, platform rules and applicable Malaysian laws.
Refunds shall in principle be made through the original payment method. If a refund cannot be made through the original payment method due to platform restrictions, payment processing restrictions, cross-border remittance restrictions, e-wallet restrictions, account abnormalities, transaction time limits, tax, accounting or other practical reasons, the Company may process the refund through another reasonable method approved by the Company.
Article 8 Circumstances Where Returns, Refunds or Cancellations May Be Rejected
Unless otherwise required by mandatory laws of Malaysia, the Company may reject a request for return, refund, order cancellation, return of payment or return of points under any of the following circumstances:
- The seven-day cooling-off period, announced return application period or other applicable period has expired, and there is no statutory ground for cancellation, termination, return or refund.
- The product has been opened, used, damaged, contaminated, improperly stored, or has suffered a reduction in value due to reasons attributable to the applicant.
- The outer box, packaging, sealing film, labels, accessories, manuals, gifts, samples, tools, documents, activity benefits or package contents are incomplete.
- The item is unsuitable for return, cancellation, refund or return of points due to product nature, hygiene and safety, storage conditions, customized content, services already provided, digital content, activity qualifications, training resources or other reasonable grounds.
- After delivery is completed, the product is received or the service has begun, the request is based on personal preference, duplicate purchase, change of mind, failure to meet personal expectations, failure to read product descriptions, non-use of distributor functions, failure to operate the business, failure to obtain expected income or other non-defect reasons, and the Company may lawfully or under its announced policy reject, limit or deduct necessary fees from such request.
- Cross-border logistics fees, customs duties, taxes, platform fees, payment processing fees or other third-party fees have actually been incurred and are non-refundable under applicable law, platform rules or transaction terms.
- For items redeemed with points, gift qualifications, activity qualifications, travel qualifications, training resources or other non-cash benefits, except in cases of product defect, incorrect shipment, shortage, damage, inability to provide or where exclusion is prohibited by law, cancellation, return of points, cash conversion, refund or compensation will in principle not be accepted.
- The return, refund or repayment request arises from any breach of the system, breach of promotional rules, abnormal transaction, false transaction, order brushing, dummy account, malicious return, bulk purchase followed by short-term return, abuse of chargebacks or other improper conduct by a member or Authorized Distributor.
- Other circumstances where returns, refunds or cancellations may be rejected under product nature, transaction terms, the Company’s announced policies, platform rules or Malaysian laws.
Article 9 Return of Distributor Packages and Handling of Rights and Benefits
If a member, consumer or Authorized Distributor purchases a Distributor Product Starter Package, Quarterly Activity Package or any other product package used to activate, adjust or maintain Authorized Distributor qualification, distributor level or operational support benefits, and applies for a return or refund in accordance with law or the Company’s announced policies, the return shall in principle be made as a complete package, and all products, gifts, samples, tools, accessories, documents, activity benefits, training resources, operational support content and other ancillary items in the package shall be returned.
If any product in the package has been used, opened, damaged, lost, cannot be returned, affects resale, or if any service, course, activity qualification, training resource, marketing support, filming support or other non-physical benefit in the package has been used or provided, the Company may calculate the amount to be deducted based on the actual use status, missing items, benefits provided, discount benefits, gift value, service value, logistics fees, payment processing fees, taxes and other actual costs, and then process the refund.
If the return or refund of a Distributor Product Starter Package, Quarterly Activity Package or other related product package is approved, the Authorized Distributor qualification, distributor level, referral link, team attribution, profit-sharing, points, team sales target achievement rewards, supervisor qualification, supervisory allowance, activity qualification and other related rights and benefits corresponding to that package transaction shall be cancelled, reversed, clawed back, suspended or recalculated in accordance with the Authorized Distributor Qualification Activation and Management Terms, this Policy, the Points Redemption Rules, the Return and Refund Policy and other announced rules.
Article 10 Relationship Between Exit from the Authorized Distributor System and Returns
An Authorized Distributor may apply to exit from the authorized distributor system in accordance with the Company’s announced procedures. Upon confirmation of the exit application by the Company, the Authorized Distributor’s product promotion functions, referral link, distributor benefits, team management authority, eligibility for newly generated profit-sharing, eligibility to accumulate newly generated points, activity participation qualification, supervisor qualification and other distributor-exclusive functions may be stopped, closed, restricted or adjusted according to system rules.
A voluntary exit from the authorized distributor system only means that the Authorized Distributor terminates future participation in the system and future use of distributor functions. It does not mean that any product sale and purchase, product package purchase, order, payment, transaction or other legal relationship established before the exit is automatically terminated, invalidated or cancelled.
An Authorized Distributor shall not claim a return, refund, contract termination, order cancellation or return of all or part of the product price solely on the grounds of exiting the system, ceasing operations, not actually promoting products, failing to obtain expected income, not using distributor functions, or failing to meet profit-sharing or reward conditions. If an Authorized Distributor wishes to request a return or refund for purchased products, product packages or activity plans, the request shall still meet the requirements of this Policy, the Company’s Return and Refund Policy, product page descriptions, order terms, Malaysia Market Implementation Rules and applicable Malaysian laws.
After exit, the Authorized Distributor shall no longer be eligible to obtain newly generated profit-sharing, points, rewards, allowances or withdrawal eligibility arising from sales, promotion, referral, team activities or other activities occurring after the exit. However, amounts arising from orders established before the exit and satisfying the valid order and settlement conditions may still be handled in accordance with the Authorized Distributor Qualification Activation and Management Terms, return and refund status, violation review results and settlement rules.
If, after exit, there are still pending orders, returns, refunds, chargebacks, transaction disputes, complaints, after-sales services, performance reversals, profit-sharing clawbacks, points clawbacks, tax information supplements, withdrawal reviews, violation investigations or other unresolved matters, such matters shall continue to be handled in accordance with this Policy, the Authorized Distributor Qualification Activation and Management Terms and related announced rules.
After exiting the authorized distributor system, the former team attribution, referral relationship, team management authority, supervisor qualification and team service contact of the Authorized Distributor may be adjusted in accordance with the Authorized Distributor Qualification Activation and Management Terms, Malaysia Market Implementation Rules and actual operational needs. The exiting party shall not claim any permanent team rights, permanent referral rights, permanent management authority, fixed income, continuing profit-sharing, team rewards, supervisory allowances, customer attribution rights or other similar rights.
Article 11 Reversal, Clawback and Handling of Abnormal Transactions
If an order is cancelled, returned, refunded, charged back, disputed, found to be non-compliant, false, order-brushed, associated with dummy accounts, abnormal or otherwise subject to adjustment, the personal performance, team performance, personal sales profit-sharing, repurchase points, activity points, team sales target achievement rewards, supervisory allowances, activity qualifications, distributor level, distributor qualification and other related rights and benefits corresponding to that order shall be reversed, clawed back, recalculated, suspended or cancelled in accordance with the Authorized Distributor Qualification Activation and Management Terms, the Points Redemption Rules, the Return and Refund Policy and other announced rules.
If the relevant profit-sharing, rewards, points, allowances or other benefits have not yet been issued, the Company may suspend or cancel the issuance. If they have already been issued, the Company may deduct them from future payments, points or benefits payable to the member or Authorized Distributor, or require the return of any overpaid amount.
If a member, consumer or Authorized Distributor engages in malicious returns, bulk purchase followed by short-term return, use of returns for arbitrage, order brushing followed by returns, false transactions, abuse of chargebacks, dummy accounts, borrowed-name accounts, duplicate accounts, abnormal transactions, breach of promotional rules, unauthorized use of brand materials, impersonation of an Authorized Distributor after exit, or any other conduct that harms the rights and interests of the Company, consumers, distributors or business partners, the Company may take measures in accordance with the Authorized Distributor Qualification Activation and Management Terms, this Policy and other announced rules, including restricting accounts, suspending functions, cancelling qualification, cancelling profit-sharing, clawing back rewards, reversing points, refusing transactions, refusing returns, terminating cooperation or claiming damages in accordance with law.
The Company may retain relevant transaction records, communication records, system records, logistics records, payment records, refund records, account information, promotional content and other necessary information for risk control, dispute handling, legal compliance, audit or rights enforcement purposes.
Article 12 Amendments and Matters Not Covered
The Company may amend this Malaysia Market Return, Refund and Exit Policy due to changes in laws, operational needs, product nature, payment and logistics conditions, cross-border transaction restrictions, changes in platform rules, risk control, system adjustments or other necessary reasons.
The amended Policy will be disclosed by website announcement, system notification, electronic document or other reasonable means, and shall take effect from the effective date stated in the announcement or notice.
If a member, consumer or Authorized Distributor continues to purchase products, use services, participate in the distributor system, request returns or refunds, use points, apply for withdrawals or apply to exit after the amended Policy takes effect, the member, consumer or Authorized Distributor shall be deemed to have read and understood the amended Policy.
Matters not covered by this Policy shall be handled in accordance with the Company’s Authorized Distributor Qualification Activation and Management Terms, Member Terms, Points Redemption Rules, Brand Usage Rules, Market Implementation Rules, Return and Refund Policy, Privacy Policy, applicable Malaysian laws and other announced rules.
If any provision of this Policy is held invalid, illegal or unenforceable by a competent authority, court or other authority with jurisdiction, the validity of the remaining provisions shall not be affected. The Company may revise such provision in accordance with legal requirements and the purpose of the system so as to achieve, within the lawful scope, the purpose closest to the original provision.