Refund, Cancellation and Returns Policy

Effective date: 14 September 2026

This Refund, Cancellation and Returns Policy applies to purchases made from KC Group Trading through kcgrouptrading.com.

Because we supply bulk construction materials—including marine sand, natural sand and red soil—our products cannot generally be returned in the same manner as ordinary packaged retail goods. Once bulk materials have been dispatched, delivered, unloaded, mixed, used or exposed to site conditions, their condition and quantity may no longer be independently verified.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under applicable Malaysian law.

1. Review Your Order Before Payment

Customers are responsible for checking the following information before confirming an order:

Material type and specification
Ordered quantity
Delivery address and site location
Site-access requirements
Contact details
Requested delivery date
Vehicle or unloading restrictions
Any additional instructions provided to us

Please contact us as soon as possible if any information submitted with an order is incorrect.

2. Order Confirmation

An automated payment receipt or order acknowledgement does not necessarily mean that an order has been accepted for delivery.

An order is considered confirmed after we have verified:

Product availability
Delivery coverage
Delivery schedule
Site accessibility
Pricing and delivery charges
Successful payment or agreed payment arrangements

If we cannot fulfil an order, we may contact the customer to offer an alternative delivery date, substitute material with the customer’s approval, or cancel and refund the affected order.

3. Customer Cancellations

Cancellation before dispatch

Customers may request a cancellation before the material has been loaded or dispatched.

Where a cancellation is accepted before dispatch, we will refund the amount paid. Any non-recoverable third-party costs or payment-processing charges will only be deducted where legally permitted and communicated to the customer.

Cancellation after dispatch

Once the material has been loaded or dispatched, cancellation is no longer guaranteed.

If we agree to a cancellation after dispatch, the customer may be responsible for reasonable costs already incurred, including:

Loading charges
Transportation charges
Redirection or return-trip costs
Waiting-time charges
Handling or administrative costs
Costs resulting from failed delivery

We will explain any applicable deduction before completing the cancellation wherever reasonably possible.

Custom or specially arranged orders

Orders sourced, prepared, processed or scheduled specifically for a customer may not be cancellable once procurement or preparation has begun, except where required by law or agreed by us in writing.

4. Returns of Bulk Materials

Returns are not accepted merely because the customer changes their mind after the materials have been dispatched or delivered.

Bulk materials cannot normally be returned after they have been:

Unloaded at the delivery location
Used, installed or incorporated into any works
Mixed with another material
Moved from the original unloading location
Contaminated or exposed to unsuitable site conditions
Stored in a way that affects their quality
Altered, processed or otherwise made unsuitable for resale

A return may be considered where:

The material supplied is materially different from the confirmed order
The wrong material was delivered
The material was already materially damaged or contaminated before unloading
The quantity supplied is materially inconsistent with the agreed quantity
The goods fail to meet an applicable statutory guarantee

Do not arrange for materials to be transported back to us without receiving written return instructions.

5. Inspection Upon Delivery

The customer or an authorised site representative should inspect the delivery before or during unloading where reasonably possible.

Please check:

The material type
The apparent condition of the material
The delivery documentation
The delivery location
Any visible contamination or significant discrepancy
Any apparent shortage or incorrect delivery

If there is an obvious issue, inform the driver and contact KC Group Trading before unloading whenever it is safe and practical to do so.

Signing a delivery document without noting a visible issue may be considered when we assess a claim, but it does not remove any rights that the customer may have under applicable law.

6. Reporting a Problem

Please notify us as soon as reasonably possible after discovering an issue. For delivery-related concerns, we recommend contacting us within 24 hours of delivery so that the circumstances can be investigated promptly.

A claim should include:

Customer’s full name and contact details
Order number
FIUU transaction ID, where applicable
Delivery date and location
Material ordered
Description of the issue
Photographs or videos of the delivered material
Delivery order, receipt or proof of purchase
Any relevant measurements, weight records or supporting documents

The 24-hour notification request helps us investigate the delivery and does not limit any non-excludable statutory rights.

Claims may be sent to admin@kcgrouptrading.com.

7. Incorrect, Defective or Non-Conforming Materials

If our investigation confirms that the supplied material is incorrect, defective or materially inconsistent with the confirmed order, we may offer an appropriate remedy, including:

Replacement of the affected material
Delivery of the missing quantity
Re-delivery
A partial refund
A full refund for the affected goods
Another remedy agreed with the customer

The remedy will depend on the nature and extent of the issue, whether the material has already been used or mixed, and the remedies required under applicable law.

Do not use, mix, relocate or dispose of disputed material unless necessary for safety or authorised by KC Group Trading. Doing so may prevent us from properly investigating the claim.

8. Quantity Differences

Any quantity claim will be assessed using the applicable order confirmation, delivery documentation, weighbridge record, agreed unit of measurement and other available evidence.

Minor variations that are normal for bulk-material loading or measurement will be considered where applicable. Any material tolerance must be reasonable, relevant to the method of supply and consistent with the order terms.

If a material shortage is confirmed, we may deliver the outstanding quantity or provide a proportionate refund.

9. Delivery-Site Responsibilities

Customers must provide accurate delivery details and ensure that the delivery site:

Is accessible to the agreed delivery vehicle
Has sufficient clearance and a safe unloading area
Is legally and physically suitable for delivery
Has an authorised representative available when required
Does not expose our personnel, vehicles or contractors to unreasonable risk

If delivery cannot be completed because the address is incorrect, access is unavailable, the site is unsafe, or the customer is not ready to receive the order, reasonable redelivery, waiting-time, handling or return charges may apply.

These charges will not apply where the failed delivery was caused by KC Group Trading or its appointed delivery provider.

10. Refund Approval

Once we receive a refund request and the necessary supporting information, we will investigate it and notify the customer whether the request has been approved, rejected or requires further information.

We aim to respond to a properly submitted refund request within seven business days.

More complex claims involving delivery records, suppliers, weighbridge records, payment providers or third-party transporters may require additional time. We will provide an update where reasonably possible.

11. How Refunds Are Processed

Approved refunds for online payments processed through FIUU will ordinarily be returned to the same card, bank account, e-wallet or other payment method used for the original transaction.

We cannot normally redirect a FIUU refund to a different payment account or payment method.

After approval, we will submit or initiate the refund as soon as reasonably practicable. The time required for the funds to appear depends on FIUU, the selected payment channel, the customer’s bank or e-wallet provider, and any applicable payment-scheme processing period.

Customers should allow approximately 7–14 business days after the refund is initiated, although some payment methods may take longer.

A refund is not considered delayed while it remains within the processing period imposed by the relevant bank, payment channel or payment provider.

12. Duplicate or Incorrect Charges

The same transaction was charged more than once
The amount charged differs from the confirmed order total
Payment was deducted but the order was not recorded
An unauthorised or unrecognised transaction appears

Please provide the order number, FIUU transaction ID, payment date, amount and proof of the charge. We will investigate the transaction with FIUU or the relevant payment provider.

13. Delivery and Other Charges

Original delivery charges may be refunded where an order is cancelled by KC Group Trading or where the delivery issue was caused by us.

Delivery, redelivery, waiting-time or return-transport charges may be non-refundable where they were reasonably incurred because of:

Incorrect information supplied by the customer
Inaccessible or unsafe delivery conditions
A failed delivery caused by the customer
Cancellation after dispatch
A change-of-mind request

Any deduction remains subject to applicable law.

14. Promotional and Discounted Orders

Promotional or discounted products are not automatically excluded from refunds.

They remain eligible for the remedies required by applicable law if they are defective, incorrectly supplied, materially different from their description or otherwise fail to satisfy an applicable statutory guarantee.

A change-of-mind refund is not guaranteed unless expressly stated in the promotion’s terms.

15. Business Customers

Where goods are purchased for commercial, industrial, construction or resale purposes, additional quotation terms, credit terms, supply agreements or project-specific conditions may apply.

If those written terms conflict with this policy, the project-specific written agreement will apply to the extent permitted by law.

16. Chargebacks and Payment Disputes

Customers should contact KC Group Trading first so that we have an opportunity to investigate and resolve the issue.

Submitting an unjustified chargeback does not cancel the underlying order or remove responsibility for goods properly supplied. We may provide transaction records, order confirmations, communications, proof of delivery and other relevant evidence to FIUU, the acquiring bank or the applicable payment provider when responding to a dispute.

Nothing in this section prevents a customer from exercising any lawful dispute or chargeback right.

17. Policy Changes

We may update this policy to reflect changes in our operations, products, payment methods or legal obligations.

The version published on the website when an order is placed will generally apply to that order, except where a later change is required by law.

18. Contact Us

For cancellations, delivery disputes, returns or refund enquiries, contact:

KC Group Trading
No. 125, Jalan Sungai Nibong 4, Batu 3 1/2,
Taman Klang Mas,
42100 Klang, Selangor,
Malaysia

Email: admin@kcgrouptrading.com
Alternative email: hongfoo@kcgrouptrading.com

Please include your order number in all correspondence.