Terms of sale

About these terms

These Terms of Sale apply to every purchase made at bylumos.com. The seller is Lumos Distribution Sdn. Bhd. (Company No. 201501045552 / 1170875-W), 15-13, Menara K1, Lorong 3/137C, Off Jalan Klang Lama, 58200 Kuala Lumpur, Malaysia (“BY LUMOS”, “we”, “us”). You can reach us at hello@bylumos.com or on WhatsApp at +60 10-238 3228.

By placing an order you confirm that you have read and agree to these terms and to our Privacy Policy. Nothing in these terms limits the rights you have under the Consumer Protection Act 1999 or any other law that cannot be excluded.

Orders

Your order is an offer to buy. A contract is formed when we confirm your payment and send you an order confirmation email. We may decline or cancel an order, for example when an item is out of stock, a price was shown wrongly, or we suspect fraud. If we do, we refund everything you paid for that order in full.

Please check your name, address and phone number before paying. We cannot take responsibility for a failed delivery caused by wrong details given to us.

Prices and payment

All prices are in Malaysian Ringgit (RM). Payment is made online by credit or debit card (Visa, Mastercard) or online banking and is processed by senangPay. We do not see or keep your full card number. The price you pay is the price at checkout. For orders delivered outside Malaysia, import duties and taxes charged by the destination country are extra and are paid by you.

If a price is obviously wrong, we may cancel the order and refund you in full, as set out in “Orders” above.

Bundle savings and discount codes

Bundle savings (8% for 2 items, 10% for 3 items, 15% for 4 or more) are applied automatically to matching items in your cart, either by device or as mix & match on products priced RM 100 or more. Accessories such as cables, chargers and holders do not count towards mix & match. Bundle savings cannot be combined with discount codes; codes that give free delivery only can still be used.

A discount code can be used only as stated on it, for example its expiry date and minimum spend. We may withdraw a code that is misused.

Delivery

• We aim to dispatch orders within 1–3 business days. Public holidays, the year-end peak season and stock shortages can take longer, and we will tell you if an item is delayed.
• Within Malaysia we deliver with GDex. Delivery takes about 2–3 working days to West Malaysia and 5–7 working days to East Malaysia (Sabah, Sarawak and Labuan) after dispatch.
• Delivery within Malaysia is free for orders of RM 250 or more, counted on the cart value before any bundle saving. Below that, a flat delivery fee applies and is shown at checkout.
• We deliver internationally with carriers such as DHL and TNT Express. International orders pay a flat delivery fee shown at checkout and do not qualify for free delivery.
• Delivery fees are not refundable, except where we cancel the order or the item is faulty, damaged or wrong (see “Faulty, damaged or wrong items”).
• In-store pickup is available for addresses in West Malaysia. Choose “In-store pickup” at checkout and we will contact you with the collection place and time when your order is ready.

Your order is at your risk once it is delivered to the address you gave us. If nobody is there to receive it, the courier will contact you. Please check the parcel on arrival and tell us about any damage within the time stated below.

Out-of-stock items

Stock can run out between checkout and packing. If an item you ordered is unavailable, we will contact you and you can choose to wait for it, take a replacement we offer, or have that item refunded in full.

Cancelling an order

You may cancel an order before we dispatch it by contacting us at hello@bylumos.com or on WhatsApp. We then refund what you paid for it, including delivery. Once an order has been dispatched it can no longer be cancelled.

Faulty, damaged or wrong items

If an item arrives damaged or faulty, or is not what you ordered, report it on our After-sales request page with photos or a short video and your order number within 7 days of delivery. We will reply within 3 working days. The 365-day warranty below is separate and is not shortened by this 7-day period.

Once we confirm the problem, we replace the item with the same one (a 1-for-1 exchange). We pay for delivering the replacement, and for sending the faulty item back when we have agreed to it beforehand. If we cannot supply the same item, we refund the price of that item together with its delivery fee.

Change of mind

We do not accept returns or refunds because you changed your mind or ordered the wrong model. This does not affect your rights under the Consumer Protection Act 1999 where a product is not of acceptable quality, not fit for its purpose or not as described.

Warranty

Selected items carry a 365-day warranty against manufacturing defects, counted from the day you receive the product. The product page and the warranty registration page say which items are covered. Registering your purchase on our Warranty Registration page speeds up a claim; please keep your proof of purchase.

The warranty does not cover damage caused by drops, impact, liquid, misuse, unauthorised repair, normal wear and tear, or cosmetic marks that do not affect use. After 365 days, we look at each case on its own.

Product information

We try to describe and photograph our products accurately. Colours can look different on different screens, and compatibility lists (for example phone models) are given in good faith; please check them before you order. Product names and logos belong to their owners and are used to identify the products we sell.

Your account and use of the website

Give us true and complete information and keep your login details to yourself. Do not misuse the website, interfere with how it works, or copy its content for commercial use without our written permission. We may suspend an account that breaks these rules.

Our responsibility

We are responsible for what the law says we are responsible for. Apart from that, and as far as the law allows, our liability for any order is limited to the price you paid for it, and we are not liable for indirect loss such as lost profit or data. Nothing here limits liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

Privacy

How we handle your personal data is described in our Privacy Policy.

Language and changes

These terms are provided in English and Chinese. If there is any difference between them, the English version prevails. We may update these terms. The version published when you place an order applies to that order, and the date of the latest version is shown at the top of this page.

Governing law and complaints

These terms are governed by the laws of Malaysia, and the courts of Malaysia have jurisdiction. If we cannot settle a complaint together, you may also bring a claim to the Tribunal for Consumer Claims Malaysia (Tribunal Tuntutan Pengguna Malaysia).

Contact us

Lumos Distribution Sdn. Bhd., 15-13, Menara K1, Lorong 3/137C, Off Jalan Klang Lama, 58200 Kuala Lumpur, Malaysia · hello@bylumos.com · WhatsApp +60 10-238 3228