Cancellation and Refund Policy

This Cancellation and Refund Policy applies to all purchases of Products (tyres, lubricants, batteries, brake parts) made through the Hawk Auto App, which are delivered to and installed at a Hawk Auto Workshop. This Policy does not cover home delivery, as the App does not offer home delivery.

2.1 You may cancel your Order and receive a full refund at any time before installation of the Product has commenced at the Workshop — including after the Product has arrived at the Workshop but before the Workshop begins installation.

2.2 To cancel, contact customer support via WhatsApp (+6019-6296360) or email (support@hawkauto.app), quoting your Order ID and Invoice Number.

3.1 Once installation of a Product has commenced or been completed at the Workshop, the Order can no longer be cancelled and is not eligible for a change-of-mind refund.

3.2 This does not affect your right to a remedy where the Product is defective, damaged, or not as described, or where the wrong Product was installed in error — see Section 4.

4.1 If a Product is found to be defective, damaged, or is not what you ordered, please notify customer support within 3 working days of installation (or of delivery to the Workshop, if not yet installed), together with your Order ID, Invoice Number, and supporting evidence (e.g. photos).

4.2 Depending on the circumstances, we will arrange a replacement, repair, or refund, in each case at no additional cost to you, subject to verification.

4.3 Nothing in this Policy limits any right or remedy available to you under the Consumer Protection Act 1999 or other applicable Malaysian consumer protection law, which cannot be excluded by contract.

5.1 Approved refunds are returned to the original payment method used at checkout (card, FPX, or e-wallet), via our payment gateway partner.

5.2 Refund processing times are typically up to 14 working days from the date your cancellation is approved, depending on your payment method and issuing bank. Card refunds may take longer to reflect, depending on your card issuer.

Requests to change the selected Workshop, installation date, or Vehicle Profile linked to an Order should be made as early as possible via customer support and are subject to availability. We reserve the right to decline a change request made too close to the scheduled installation.

For all cancellation, refund, or complaint matters:

WhatsApp: +6019-6296360 | Email: support@hawkauto.app