Tivoly Auto Trading is committed to handling refund requests fairly. Because the items we sell are mostly motor vehicles — not consumable goods — the way refunds work differs depending on what you have paid for. The categories below set out our position transparently.
1. Vehicle sales
Once title in a vehicle has been transferred to you at the JPJ branch, the sale is complete and the car is yours. We do not operate a “cooling off” window in the consumer-goods sense; doing so would be incompatible with how the road-tax and insurance system in Malaysia works.
However, our 14-day mechanical assurance ensures that defects in covered items are remedied at our cost. If a covered defect cannot be rectified to the original specification, we will repurchase the vehicle at the agreed sale price less any reduction reflecting genuine usage between handover and return.
2. Reservation deposits
Where you have paid a reservation deposit (typically RM 2,000) on a car that has not yet been transferred, the deposit is fully refundable until the sale agreement is signed. After signature it becomes part-payment of the price; if you withdraw at that point, the deposit is forfeit.
3. Inspection fees
Pre-purchase inspection fees are payable in advance. If we are unable to deliver the inspection (for example because we cannot reach the vehicle, or the vehicle is found to be unsafe to road-test), we refund the fee in full within five working days. If the inspection is completed, the fee is non-refundable regardless of the report’s conclusions; you have paid for our independent opinion, which is what we have provided.
4. Appraisal fees
Appraisal fees are non-refundable once a draft of the report has been issued. If you are dissatisfied with the report’s methodology or conclusion, please raise it with us in writing — we will explain or, where appropriate, revise — rather than treating the matter as a refund issue.
5. How to raise a refund request
Send the details to [email protected] with the reference number of your sale, inspection or appraisal. Acknowledgement comes within one working day. A substantive response — including any refund decision — is provided within seven working days. Approved refunds are paid to the original Malaysian bank account by transfer.
6. Disputes
We hope refunds will be handled in conversation. If a matter cannot be settled directly, both parties may use the services of the Tribunal for Consumer Claims Malaysia for matters under its jurisdiction, or the Malaysian courts for larger or more complex disputes.