Exchange & Returns.

Gold Coin exclusive

This policy governs exchange and return claims for the TLHP Gold Coin only. It should be read alongside TLHP's Terms & Conditions. For all other TLHP merchandise, the TLHP Refund Policy applies.

No returns or exchanges

The TLHP Gold Coin is non-returnable and non-exchangeable. This applies without exception to: change of mind; subjective dissatisfaction with appearance, size, or finish; gifting circumstances where the recipient does not wish to keep the coin; and any reason not expressly covered under this policy.

If you have any concerns about your purchase, please reach out to us at goldcoin@thelivinghistoryproject.com.my.

Non-delivery claims

If you do not receive your Gold Coin, the following applies:

1. The claim must be raised within 7 calendar days of the expected delivery date stated in the dispatch confirmation email.
2. Submit to goldcoin@thelivinghistoryproject.com.my with your order reference and written confirmation that the delivery address submitted at checkout was correct.
3. Upon receiving a complete claim, TLHP will initiate a courier trace. Resolution is subject to the outcome of that investigation. TLHP cannot guarantee a fixed resolution timeline.
4. Where the courier confirms non-delivery, TLHP will first pursue recovery of your specific coin. If recovery is unsuccessful, TLHP will issue a full refund of the purchase price as per the official TLHP receipt, via direct bank transfer.
5. Where the courier confirms delivery, the claim will not be upheld.
6. A claim will be void where the delivery address submitted by the buyer at checkout was incorrect.

Serial number enquiries

Each TLHP Gold Coin is accompanied by a numbered envelope bearing a unique serial number from 1 to 100. If you have any questions regarding your serial number or Certificate of Authenticity, please reach out to us at goldcoin@thelivinghistoryproject.com.my with your order reference. We maintain a full dispatch record for every coin and will look into any enquiry with care.

Unofficial channel purchases

This policy applies exclusively to coins purchased through TLHP's official online store with a valid TLHP receipt. Coins purchased through any other channel are ineligible for any claim under this policy. Buyers in this situation should seek recourse from the party they purchased from.

Method

Refunds are issued via direct bank transfer to the buyer's bank account at the purchase price as per the official TLHP receipt. The account must be in the buyer's full name as per their identification document.

Timeline

TLHP initiates the refund within 14 calendar days of written confirmation of approval. Buyers should allow a further 7–10 business days for funds to reflect — this is governed by the buyer's bank and is outside TLHP's control.

Response SLA

TLHP will respond to all post-purchase enquiries within 14 calendar days of receipt of a complete submission to goldcoin@thelivinghistoryproject.com.my.

This policy is governed by the laws of Malaysia, including the Consumer Protection Act 1999. Nothing in this policy limits any statutory right a buyer may have under Malaysian law that cannot be excluded by contract. Buyers who feel their statutory rights have not been upheld may escalate to the Tribunal for Consumer Claims Malaysia (Tribunal Tuntutan Pengguna Malaysia) at www.ttpm.kpdnhep.gov.my. Any dispute is subject to the exclusive jurisdiction of Malaysian courts.