This policy applies to products and services purchased from TERAHERTZ EXPERIENCE SPACE SDN. BHD. ("TES") through the TES App, website enquiries or at our outlet at 52A, Jalan Eco Forest 6/1C, Eco Forest Semenyih, 43500 Semenyih, Selangor. Nothing in this policy limits your rights under the Consumer Protection Act 1999.
1. Products
1.1 Damaged, defective or wrong items
Contact us within 7 days of delivery or collection with your order number and photos. We will arrange a replacement, repair, or a full refund including delivery charges. Items with a manufacturer's warranty (for example terahertz devices) are also covered by that warranty for the period stated on the product page.
1.2 Change of mind
We do not accept returns or give refunds for a change of mind, including for unopened products. You are welcome to try our devices at the experience space before you buy. This does not affect your rights under 1.1 or under the Consumer Protection Act 1999.
1.3 Not covered
Products damaged through misuse after delivery or collection.
1.4 How to return
- Message us on WhatsApp 012-359 2688 with your order number and reason.
- We confirm the return and give you a return reference.
- Return the item to our outlet or by courier to 52A, Jalan Eco Forest 6/1C, Eco Forest Semenyih, 43500 Semenyih, Selangor within 7 days of confirmation.
- We inspect the item within 5 working days of receipt and process the refund or replacement.
2. Services and appointments
- Appointments may be rescheduled or cancelled free of charge up to 24 hours before the booked time in the App or by contacting us.
- Cancellations within 24 hours and no-shows are recorded on your account. No charge applies to them at present; if that changes, the new rule is published in this policy before it applies.
- Prepaid packages are refundable for the unused sessions less any discount applied, within 30 days of purchase, if no sessions have been used.
- If TES cancels an appointment, you may rebook or receive a full refund of any prepaid amount.
3. TES Credit packages, Points and vouchers
- TES Credit packages are non-refundable and cannot be exchanged for cash, except where required by law or where TES ceases to provide the services. Bonus credit included in a package has no cash value.
- Points and vouchers have no cash value and are not refundable. Points earned on a refunded order are reversed.
4. How refunds are paid
| Original payment | Refund method | Timing |
|---|---|---|
| Card, online banking (FPX), e-wallet via Fiuu | To the original payment method where the channel supports refunds; otherwise by bank transfer to an account in your name | 7–14 working days after approval; your bank may take longer to post it |
| TES Credit or Referrer Credit | Back to the same balance | Immediately on approval |
| Points or voucher | Points reinstated / voucher reissued if still valid | Immediately on approval |
| Cash at outlet | Cash or bank transfer | At the outlet or within 7 working days |
Partial refunds are pro-rated across the payment methods used.
5. Contact
TERAHERTZ EXPERIENCE SPACE SDN. BHD. · 52A, Jalan Eco Forest 6/1C, Eco Forest Semenyih, 43500 Semenyih, Selangor · Phone and WhatsApp 012-359 2688 · Business hours Monday to Friday, 10am to 7pm