Lotus's Malaysia - My Lotus's Terms & Conditions

Terms and Conditions

These terms and conditions, in conjunction with the privacy policy, are applicable to your Lotus's account which includes the loyalty programme (the Scheme) and the online shopping. Any participation is considered as acceptance. If you have any questions about these terms and conditions, please call our Helpline 1300 13 1313.

The Scheme

The My Lotus's membership, discount vouchers, discount coupons and points, in whatever form, are issued by and remain the property of Lotuss Stores (Malaysia) Sdn Bhd (“Lotus's”) who may, at any time, terminate the Scheme or alter or amend the conditions of operation of the Scheme.
Members of the Scheme must be resident of Malaysia or Singapore and aged 18 years or over.
Members are only entitled to one My Lotus's account. Lotus's reserves the right to refuse, merge or close additional accounts at any time.
Members must register their personal details or business information and keep Lotus's informed of any changes. Lotus's cannot be held responsible for any loss of points or My Lotus's discount vouchers or coupons incurred as a result of out of date details.
The loyalty scheme in whatever form, is not transferable, cannot be copied and can only be used by the member who is registered for the scheme.
My Lotus's discount vouchers, and discount coupons remain the responsibility of the member, as do any security details relating to the account. Lotus's cannot be held responsible for any loss arising from the member failing to ensure safe keeping of these items.
Lotus's may decline to issue, withdraw, or cancel accounts, discount vouchers, discount coupons and points, in whatever form, and/or remove a member from the Scheme at any time where there is reasonable belief of:
- any abuse or attempted abuse of the Scheme
- any breach or attempted breach of these terms and conditions
- any behavior related to the Scheme or Lotus's or Group that involves theft, misconduct, abusive or offensive behavior, or supplying false or misleading information.
Lotus's mobile app or registered mobile number can be used to collect points for purchases from our stores including our Food Court and also through Lotus's Shop Online, and promotional partners who are part of the Scheme in Malaysia only.
Lotus's mobile app. or registered mobile number can be used to redeem points in our stores or online check out with minimum 200points equal to RM1.
Registered mobile number can be used to redeem vouchers/ coupon at in-store checkout with date of birth as verification.
My Lotus's account, points, discount vouchers and discount coupons cannot be transferred, bought, sold or in any way traded.
Existing Clubcard members with more than one card numbers under the same account will be merged into one account under one registered mobile number. Mobile number is a unique identification for My Lotus's membership scheme.
Members may be able to express a preference either would like to receive marketing communication from Lotus's regarding promotion and marketing update, personalized offers and promotions or survey and research. We will endeavor to respect this preference but reserve the right to send these to the member's registered email, SMS, mailing postal address or mobile app push notification without prior notification to the member.
Members can choose to leave the Scheme at any time. By leaving the Scheme, members forfeit the right to any points collected or discount vouchers or coupons that already issued.
Members who do not collect any points for two years will be removed from the Scheme and all points and unused My Lotus's discount vouchers or discount coupons will be deleted. Members will need to reapply for new membership should they wish to rejoin.
Members may inherit the points of a family member who has passed away by providing a written request informing of the membership details of the deceased.

Points

One (1) My Lotus's point will be awarded for every transaction of RM1 excluding redemption of all My Lotus's discount vouchers or discount coupons and Gift Vouchers, and/or delivery fee for Lotus’s Shop Online.
Members must present their My Lotus's mobile app or quote their registered mobile number at the point of payment in order to collect points for any transactions in our store and food court, made through our selected partners or online transaction. Members who forget to / did not do this are not able to claim back the points after a transaction is completed.
To be awarded points, members must spend above a certain amount on qualifying products in a single transaction. The amount of points awarded may change and will vary depending on the products bought, the amount spent and where the transaction takes place.
Points will not be awarded for non-qualifying products, including gift vouchers, tobacco or tobacco related products, mobile reload, IDD reload, online game reload, e-wallet reload, Touch ’n Go reload, and/or delivery fee for Lotus’s Shop Online and other products which may also be excluded from the Scheme at the discretion of Lotus's.
Where points can be collected with our selected partners or other promotions, further terms and conditions may apply.
Lotus's may set a limit on the number of times points may be awarded for promotional items or campaign set up on which additional points are available. Individual promotions or campaign may have different limits as communicated in their purchase conditions.
Lotus's is entitled to remove points for any transaction or purchases refunded in full or partial refund. This also applies to exchange of products unless the exchange is for products with an equivalent points value.
Points awarded at the time of the transaction or vouchers already issued may be removed or cancelled if Lotus's determines that the points were collected in breach of these terms and conditions or were awarded in error. Any advice or actions of our staff that is contrary to these terms and conditions will not have the effect of changing these terms and conditions.
Points have no value until converted into discount vouchers, discount coupons or instant discount by the members at any time via mobile app or at the checkout counter in store or online with minimum 200points equal to RM1. The conversion value of points is 1point equals to RM0.005 including points already accrued in the account prior to the date.
Points has one (1) year expiry. Points collected for this calendar month will expire at the end of 12 months.
Members will get a monthly statement via email, which shows points collected and how many points will expire in coming months and mobile app push notification to remind on expiring points; provided that members have allowed communications from us or push notifications from the app.
Lotus's is under no obligation to award My Lotus's points for any reason outside of qualifying transactions.

My Lotus's Discount Vouchers

My Lotus's discount vouchers or discount voucher via the mobile app can be redeemed once only and must be redeemed by the person to whom they were issued.
Purchase value must be equivalent to or higher than the value of Voucher. If the purchase value is higher than the value of the Voucher, then customer shall pay the difference. The voucher cannot be used in a purchase transaction if the purchase value is below the value of the voucher.
My Lotus's points will not be awarded for redemption of My Lotus's discount vouchers.
My Lotus's discount vouchers can be used together with cash (legal tender), credit card or debit card but excludes purchase of any Gift Vouchers, E-shop, reloads, at our food courts or at any outlets not operated by Lotus's Malaysia.
My Lotus's discount Vouchers have a validity period with expiry date clearly stated, beyond which they cannot be used or reissued. Additional terms and conditions may be found in the app. before members redeem the Discount Vouchers via the mobile app.
Copied, damaged or defaced discount vouchers will not be accepted nor replaced.

My Lotus's Discount Coupons

My Lotus's Discount Coupons are given to members at the discretion of Lotus's.
My Lotus's Discount Coupons or discount coupons via the mobile app can only be redeemed once, in store only and must be redeemed by the person to whom they were issued.
My Lotus's Discount Coupons have expiry date clearly stated, beyond which they cannot be used or reissued. Additional terms and conditions may be found in the app. before members redeem the Discount Vouchers via the mobile app. My Lotus's Discount Coupons have no cash redemption value, are not to be transferred, bought, sold or in any way traded or published, and are valid in our stores only.
My Lotus's Discount Coupons redemption is subject to stock availability and may be limited to selected stores only.
My Lotus's Points will not be awarded for redemption of My Lotus's Discount Coupon.
Copied, damaged or defaced coupons will not be accepted nor replaced.

Lotus's Shop Online

eCoupon & eVoucher Terms and Conditions

Your use of an eCoupon or eVoucher indicates your agreement to be bound by these eCoupon & eVoucher Terms and Conditions.
We reserve the right to withdraw or cancel an eCoupon or eVoucher for any reason at any time.
We shall not be liable to any customer or household for any financial loss arising out of the refusal, cancellation or withdrawal of any eCoupon or eVoucher or any failure or inability of a customer or household to use an eCoupon or eVoucher for any reason.
Only one (1) Lotus's Shop Online eCoupon or eVoucher + one (1) My Lotus's eCoupon or eVoucher can be redeemed in a single checkout.
Lotus's Online eCoupon or eVoucher is valid for all registered Lotus's Shop Online customers
Each eCoupon or eVoucher duration validity is stated on the eCoupon or eVoucher.
eCoupon or eVoucher awarded for Shop Online is redeemable via Lotus's Shop Online website and Lotus's Malaysia app only.
Each eVoucher code is only valid for one (1) redemption only.
eCoupons or eVouchers cannot be sold, bought, exchanged or donated.
Multiple usage of eCoupons or eVoucher across multiple transactions and/or elements of fraud will lead to cancellation of the order.
No refund is permitted once eVoucher is purchased & no refund for any unused eVoucher will be entertained.
When you use an eCoupon or eVoucher you warrant to Lotus's that you are the duly authorised recipient of the eCoupon or eVoucher and that you are using it in good faith.
If you redeem, attempt to redeem or encourage the redemption of eCoupon or eVoucher to obtain discounts to which you or a third party are not entitled you may be committing a civil or criminal offence.
If we reasonably believe that any eCoupon or eVoucher is being used unlawfully or illegally we may reject or cancel any eCoupon or eVoucher and you agree that you will have no claim against us in respect of any rejection or cancellation. Lotus's Malaysia reserves the right to take any further action it deems appropriate in such instances.
Lotus's Shop Online delivery is valid for selected locations within Klang Valley area, Penang, Ipoh, Melaka & Johor Bharu.
Cash is strictly not accepted. Customers must pay the difference using credit or debit card or e-wallet at door for payment.
We reserve the right, to change, modify, add, or remove portions of Terms and Conditions of use at any time. Changes will be effective with no other notice provided.

Guide Price

Please note that the prices on Lotus's Shop Online website are guide prices only and are only approximate. The total guide price shown in the Customer’s shopping trolley and order confirmation email may differ from the Customer’s final bill.

The variance between guide price and the Customer’s final amount charged will be due to one or more of the following reasons: -

Weighted products
The guide price on the website uses an estimate weighed products such as fruits or vegetables. But what you pay will be based on the exact weight of your product, so the price may vary slightly. However, the base price per kg/g of the weighed product will remain the same as per the price on the checkout date.
Substitutions

Where the product is unavailable on the day of the delivery, the driver will bring a substitute product that you can choose to accept or decline. The price of the product is likely to be slightly different from the price of your original product.

If the value of the goods delivered is higher than the value stated in the order confirmation or if the Customer considers that the difference between the price charged and the guide price shown on the website is unacceptable, the Customer has every right not to accept the goods. The amount for goods that have not been accepted shall not be charged to the Customer’s payment card if he/she has provided payment card details in advance in order to pay online.

Product Terms & Conditions

General
These Product Terms & Conditions shall be governed by and construed in accordance with the laws of Malaysia and any disputes will be decided only by the Malaysian courts.

If any of these Product Terms & Conditions are held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Product Terms & Conditions which will continue to be valid and enforceable to the fullest extent permitted by law.

This Lotus's Shop Online website is owned and operated by Lotuss Stores (Malaysia) Sdn Bhd (Formerly Known As Tesco Stores (Malaysia) Sdn Bhd) (Registration No. 200001018812 (521419-K)) (“Lotus's”).

Please read these Product Terms & Conditions carefully as they affect your rights and liabilities under the law and set out the terms under which we make the products available to you (“Product Terms”).
Prices
Please note that the prices on Lotus's Shop Online website are guide prices only and are only approximate. The total guide price shown in the Customer’s shopping trolley and order confirmation email may differ from the Customer’s final bill.

The actual price the Customer pays will be the price charged in store at the time the Customer’s order is confirmed at checkout. The actual order value cannot be determined until the day of delivery because the prices stated on the website may vary either above or below the prices in the event of product substitution or product rejection or weighed products price variance.

At the time of delivery the price of certain items may differ from the price quoted on the Lotus's Shop Online website. If the value of the items delivered is higher than the value stated in the order confirmation or if the Customer considers that the difference between the price charged and the guide price shown on the Lotus's Shop Online website is unacceptable, the Customer has every right to reject the goods. The amount for the goods that are rejected shall not be charged to the Customer’s payment card, if the Customer has provided payment card details in advance in order to pay online.

When requesting goods by weight, we reserve the right to supply goods with a weight difference. However, we shall make every effort to ensure the weight difference is minimal and as close to Customer’s request.

The cost of the services is not included in the price of the goods. The information about the cost of the services is available on the Lotus's Shop Online website once the Customer books a delivery slot.
Availability
The availability of the goods presented on the Lotus's Shop Online website depends on stock in stores and is reflected on the website. However, we do not guarantee the availability of goods on the day of delivery.

In order to ensure that goods are available to all customers, we have the right to set maximum limits in advance for the purchase of individual items by a single Customer. For example, if the Customer makes an order of 10 bottles of chilli sauce which would use up all the stock of that store, the store may only deliver 5 bottles.

The Customer shall always be notified in advance if the goods requested cannot be delivered by reason that it has exceeded the maximum or restricted limit.

If the goods requested by the Customer are unavailable due to factors beyond our control, we shall make every effort to offer a substitute item which is closest in terms of price and type to the originally requested item.

On delivery the substituted goods will be separated from the other products requested by the Customer and the customer shall be entitled to refuse to accept the substituted goods either in full or partially. The amount for the goods that are not accepted shall not be charged to the Customer’s payment card, if the Customer has provided payment card details in advance in order to pay online.
Acceptance
There will be no contract of any kind between the Customer and us unless and until we actually dispatch the goods to Customer. Customer’s order is an offer to buy from us. Nothing that we do or say will amount to any acceptance of that offer until we actually dispatch the goods to Customer. At any point up until then, we may decline to supply the goods to Customer without giving any reason. At the moment that the goods are dispatched (and not before), a contract will be made between us and Customer, and Customer will be charged for the goods.

The Lotus's Shop Online service is available for non-commercial and domestic use only. We reserve the right to refuse orders from businesses or that we consider are for commercial or other non-domestic concerns.

To ensure availability of all our products customers may be limited to a maximum number of items.
Delivery
Delivery will be made to the address specified by Customer on the completed order form.

We will deliver Customer’s order to the main entrance of the delivery address. At Customer’s request, our driver may carry Customer’s order into the delivery address, for example, to a particular floor in an apartment block or into the kitchen but only if : a) the driver has the Customer’s permission, b) the driver believes that it is safe and practical to do as Customer requests, c) there is no obstacle preventing entrance, for example a locked main door. We always reserve the right to deliver only to the main entrance of the delivery address.

The Lotus's Shop Online delivery service is available in selected areas. To check whether we deliver in your area, when you register for an account you will be promoted to input your address, the address keyed in will help you determine if we deliver to your area.

Delivery times will be agreed with the Customer at the time of placing Customer order and booking a delivery slot.

All goods must be received by an adult aged 18 years or over. If the driver has doubt over the age of the person receiving the goods, he is entitled to ask such person to show an identity card to prove his/her age. If the person is shown not to be over 18 and no other person can receive the goods, we shall not hand over the goods.

If there is nobody qualified to receive the goods at the agreed time and place specified by the Customer, we will leave notification of attempted delivery and Customer will need to contact customer services to re-arrange delivery.

If paying by card at the door, the cardholder must be present.

If Customer requests for redelivery, we are entitled to charge for providing the service.

Whilst we make every effort to deliver all Customer goods in the agreed time, we will not be liable if it fails to do so in part or in full due to circumstances beyond its control.

Returns & Refunds

When you buy from the Lotus's Shop Online website, we want you to be happy with your purchase. However, we know sometimes you may need to return goods. This policy sets out when you can return goods, and how to do so.

If you have received faulty or damaged goods

You may hand any faulty or damaged goods back to the driver at the time of delivery for a refund, we offer a refund or exchange of certain goods within certain time periods (please see the table below).

Product	Period of Return	What is needed from the customer	Refund Process Period	Bank Refund Process
Fresh & Perishables	24 hours	Image of the damaged product to be sent to Lotus's Helpline via email: [email protected] Receipt copy / image to be sent to Lotus's Helpline via email: [email protected]	3 days from case log	7 – 21 days / next billing cycle depending on issuing bank
Grocery	7 days	Image of the damaged product to be sent to Lotus's Helpline via email: [email protected] Receipt copy / image to be sent to Lotus's Helpline via email: [email protected]	3 days from case log	7 – 21 days / next billing cycle depending on issuing bank
Electrical	7 days: 1 to 1 product replacement	Go to store with receipt & product	On the spot product replacement in store

You should please take reasonable care of the goods whilst they are in your possession (reasonable care includes inspecting goods, but would not extend to your opening certain goods, for example, sealed cleaning products).

Please note that, in the event of a refund, all My Lotus's points received for the purchase of the refunded goods will be removed from customer account.

For the avoidance of doubt, this provision does not affect the rights of the Customer for non-acceptance of substituted goods.

Cancellation
Customer can cancel or change any of Customer’s current orders up to 10pm on the evening before the order is due to be delivered via the app and web. If in an emergency, the Customer needs to cancel the order after this time, Customer may contact Customer Services and we will try our best to help.

Please note that orders cannot be cancelled by email.
Payment
You can use a debit or credit card to pay for your shopping online. We accept the following payment providers, issued by banks in Malaysia:
Visa
Master
American Express
Debit Cards

You can pay at the door by debit or credit card or Touch ‘n Go e-wallet. In this case you will not be charged for your shopping until after your shopping has been delivered to you.

Full payment card authorisation for the amount corresponding to the total price of goods (including service charges) that the Customer has requested shall be made on the day the goods are delivered to the Customer.

Unfortunately we will not accept cash as payment for your shopping. This is because our drivers cannot carry cash with them due to safety reasons.

Our liability to you in connection with any order will not exceed the total price charged for the relevant items.

General

This website (“Lotus's Website”) is owned and operated by Lotuss Stores (Malaysia) Sdn Bhd (Formerly Known As Tesco Stores (Malaysia) Sdn Bhd) (Registration No. 200001018812 (521419-K)) (“Lotus's”).

Your access to, and use of the materials contained in, the Lotus's Website is conditional on your acceptance and compliance with the terms, conditions, notices and disclaimers contained in this document or elsewhere on the Lotus's Website (“Terms and Conditions”). By using Lotus's Website, you agree to be bound by these Terms and Conditions.

These terms and conditions replace all previous versions, are correct as of 17th January 2022. Lotus's reserves the right to change these terms and conditions at any time for legal, regulatory, business or policy reasons. Members who continue to participate in the Scheme following such a change will be considered to have accepted the updated terms and conditions.

Due to printing lead times, the terms and conditions in store may not reflect the most recent changes. These are the most up to date terms and conditions.

To register with the Lotus's Website, you must be over eighteen (18) years of age. You must ensure that the details provided by you on registration or at any time are correct and complete. You must inform us immediately of any changes to the information that you provided when registering by updating your personal details.

We collect the details provided by you on registration together with information we learn about you from your use of our service and your visit to Lotus's Website. By using the Lotus's Website, you expressly accept and give your unconditional consent that we may use any and/or disclose information about your demographics in any manner which does not reveal your identity for purpose of marketing, promotional, strategic development, research and customer care.

The content of the Lotus's Website is protected by copyright, trademarks, database and other intellectual property rights. You may retrieve and display the content of the Lotus's Website on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on the Lotus's Website without written permission from Lotus's Website.

No license is granted to you in these Terms and Conditions to use any of our trademarks.

You may not use the Lotus's Website for any of the following purposes:

disseminating any unlawful, harassing, libelous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable material;
transmitting material that encourages conduct that constitutes a criminal offence, results in civil liability or otherwise breaches any relevant laws, regulations or code of practice; c. gaining unauthorised access to other computer systems;
interfering with any other person's use or enjoyment of the Lotus's Website;
breaching any laws concerning the use of public telecommunications networks;
making, transmitting or storing electronic copies of materials protected by copyright without the permission of the owner.

You will indemnify us against all losses, liabilities, costs and expenses reasonably suffered or incurred by us, all damages awarded against us under any judgment by a court of competent jurisdiction and all settlements sums paid by us as a result of any settlement agreed by us arising out or in connection with:

any claim by any third party that the use of the Lotus's Website by you is defamatory, offensive or abusive, or of an obscene or pornographic nature, or is illegal or constitutes a breach of any applicable law, regulation or code of practice;
any claim by any third party that the use of the Lotus's Website by you infringes that third party's copyright or other intellectual property rights of whatever nature; and
any fines or penalties imposed by any regulatory, advertising or trading body or authority in connection with the use of the Lotus's Website by you.

Although Lotus's Website aims to offer you the best service possible, Lotus's’ Website makes no promise that the services at the Lotus's Website will meet your requirements. Lotus's Website cannot guarantee that the service will be fault free. If a fault occurs in the service you should report it by email at [email protected] and we will attempt to correct the fault as soon as we reasonably can.

Your access to the Lotus's Website may occasionally be restricted to allow for repairs, maintenance or the introduction of new facilities or services. Lotus's Website will attempt to restore the service as soon as it reasonably can.

Lotus's Website may suspend or cancel your registration immediately at our sole discretion without assigning any reason whatsoever. You can cancel this agreement at any time by informing us in writing. If you do so, you must stop using the Lotus's Website. The suspension or cancellation of your registration and your right to use the Lotus's Website shall not affect either party’s rights or liabilities. Paragraphs 8, 9 and 12 of these Terms and Conditions shall survive cancellation.

The Lotus's Website is provided by us without any warranties or guarantees of any kind either express or implied, including without limitation, warranties of title or implied warranties of merchantability of fitness for a particular purpose. You must bear the risks associated with the use of the Internet.

We will ensure that information or material included on the Lotus's Website is correct, reputable and of high quality. We will not be responsible for any errors or omissions or for the results obtained from the use of information or for any technical problems you may experience with the Lotus's Website. If we are informed of any inaccuracies in the information or material on the Lotus's Website, we will attempt to correct the inaccuracies as soon as it reasonably can. In particular, we disclaim all liabilities in connection with the following:

incompatibility of the Lotus's Website with any of your equipment, software or telecommunications links;
technical problems including errors or interruptions of the Lotus's Website;
unsuitability, unreliability or inaccuracy of the Lotus's Website;
inadequacy of the Lotus's Website to meet your requirements.

To the full extent allowed by applicable law, you agree that we will not be liable to you/or any third party for any consequential or incidental damages (including but not limited to loss of revenue, loss of profits, loss of anticipated savings, wasted expenditure, loss of privacy and loss of data) or any other indirect, special or punitive damages whatsoever that arise out of or are related to the Lotus's Website.

These Terms and Conditions shall be governed by and construed in accordance with the laws of Malaysia and any disputes will be resolved exclusively only by the Courts of Malaysia.

We make no promise that materials on the Lotus's Website are appropriate or available for use in locations outside Malaysia, and accessing the Lotus's Website from territories where its contents are illegal or unlawful is prohibited. If you choose to access this site from locations outside Malaysia, you do so on your own initiative and are responsible for compliance with local laws.

You may not assign, sub-license or otherwise transfer any of your rights under these Terms and Conditions.

If any provision of these Terms and Conditions is found to be invalid by any court having competent jurisdiction, the invalidity of that provision will not affect the validity of the remaining provisions of these Terms and Conditions, which shall remain in full force and effect.

If you breach these Terms and Conditions and Lotus's Website ignores this, we will still be entitled to use its rights and remedies at a later date or in any other situation where you breach the Terms and Conditions.

We shall not be responsible for any breach of these Terms and Conditions caused by circumstances beyond its control.

Further information you can visit our website at www.lotuss.com.my or call our Helpline at 1 300 13 1313.