Last Updated: 18 August 2026

1. Introduction

This Cancellation & Refund Policy explains how order cancellations and refunds work for Coway products applied for through cowayhq.my, operated by Moo Chi Hau (SSM No: 202503182805) Authorized Coway Health Planner.

cowayhq.my is not the official website of Coway (Malaysia) Sdn. Bhd. (Company No.: 200601015668 (735420-H) (AJL931694)). All cancellations, refunds, and related decisions are handled exclusively by Coway Malaysia.

2. Order Cancellations (Before Installation)

Coway Malaysia allows cancellations only before installation. Once installation is completed, the contract becomes active and cancellations are treated as early termination (see Section 4).

2.1 Cancellation Allowed

Yes — cancellations are permitted before installation only, and must be made in writing to Coway Malaysia.

2.2 How Customers Can Request a Cancellation

Customers must contact Coway Malaysia directly, in writing, through official channels.

2.3 Where to Send the Request

We can assist with general enquiries but cannot process cancellations.

2.4 Timeframe for Cancellations

Cancellations may be requested any time before installation is scheduled or completed. Coway Malaysia does not use fixed cancellation windows (such as 12 hours).

2.5 Clarification

Cancellations are accepted before installation only, and must be submitted in writing. Cancellations are not accepted after installation without penalties.

3. Refunds (Before Installation)

Refunds are handled exclusively by Coway Malaysia and are only applicable if the order is cancelled in writing before installation.

3.1 Refund Allowed

Yes — only before installation, and only where the cancellation request was made in writing.

3.2 Refund Process

  1. Customer submits a written cancellation request to Coway Malaysia.
  2. Coway verifies the cancellation request.
  3. Coway processes the refund (if applicable).
  4. Refund is issued by Coway’s finance department.

3.3 Refund Timeline

  • Cash or cheque payments refunded via online transfer: typically 14 business days.
  • Cheque refunds: typically 30 business days.
  • Debit/credit card payments refunded to the same card: typically 30 business days.

Actual timelines depend on Coway Malaysia’s internal processing and the original payment method.

3.4 Refund Method

Refund method depends on how you originally paid. Cash and cheque payments are generally refunded via online bank transfer, while card payments are refunded to the original card. Coway Malaysia will confirm the applicable method when processing your refund.

4. Cancellations After Installation (Contract Active)

Once installation is completed:

  • the rental or purchase contract becomes active;
  • refunds are not permitted;
  • cancellation becomes early termination;
  • an early termination fee applies (for rental plans); and
  • equipment collection is scheduled only after termination is approved by Coway Malaysia.

4.1 Early Termination Fee (Rental Plans)

If you terminate a rental agreement before the expiry of the Minimum Rental Period, Coway Malaysia’s official terms provide for an early termination penalty of fifty percent (50%) of the total monthly rental fees for the remainder of the Minimum Rental Period, calculated on a calendar month basis.

In addition, you will not be permitted to enter into another rental agreement with Coway Malaysia for three (3) months after such early termination.

Please refer to your Coway rental agreement or contact Coway Malaysia Customer Care for the exact figures applicable to your contract.

4.2 Do You Accept Returns of Used Products?

No — Coway does not accept returns of installed or used products.

4.3 Do You Charge a Restocking Fee?

No — Coway does not use restocking fees. Coway uses early termination fees instead, as described in Section 4.1.

5. Defective Products (Warranty Claims)

Coway Malaysia does not accept returns for defective products. Instead, Coway provides warranty service.

5.1 Warranty Process

  1. Customer contacts Coway Malaysia.
  2. Technician visits the customer’s location.
  3. Coway inspects the product.
  4. Coway repairs or replaces the unit if a defect is confirmed.

5.2 Return Method

Coway does not accept mail-in returns or store drop-offs. All inspections are performed on-site by Coway technicians.

5.3 Who Pays for Technician Visits?

Covered under Coway’s warranty (for rental units and eligible purchased units).

5.4 Refund for Defective Products

No refunds are provided for defective products. Coway repairs or replaces the unit under warranty.

6. Customer Remorse (Changed Mind, Wrong Product, Doesn’t Fit)

Coway Malaysia does not accept returns or refunds for customer remorse.

6.1 Do You Accept Returns for Customer Remorse?

No — Coway does not accept remorse-based returns.

6.2 Do You Refund Installation Costs?

No — installation costs are not refundable.

6.3 Do You Accept Returns of Used Products?

No — installed units cannot be returned.

7. Exchanges

Coway Malaysia does not allow exchanges of installed products.

7.1 Do You Accept Exchanges?

No — Coway does not offer exchanges. Coway only provides:

  • repairs;
  • parts replacement; and
  • unit replacement (if defective under warranty).

8. Contact Information

8.1 General Enquiries

8.2 Official Cancellation, Refund, or Warranty Requests