Bridal shop ordered to refund RM2,850 to customer
Published on: Thu, Jul 24, 2025
By: Crystal E Hermenegildus Text Size: Kota Kinabalu: The Consumer Claims Tribunal has ordered a bridal shop to refund RM2,850 to a customer after ruling that the service provider failed to perform any part of its contractual obligations. Tribunal President Salmi Zalinah Abdul Rahim issued the decision following a hearing involving the claimant, Nicole Ooi Wei Shan, and the respondent, Delove Bridal Selection East Malaysia. According to the case facts, on December 31, 2023, the claimant entered into a contract with the respondent for a pre-wedding photography package and paid a deposit of RM3,000. The package was stated to be valid for three years. However, on May 5, 2025, the claimant informed the respondent via WhatsApp that due to personal issues, she and her partner would no longer be proceeding with the wedding photos and requested a refund of the deposit. The same message was also sent in English the following day. Despite the request, the respondent insisted that the deposit was non-refundable, even though none of the agreed services had been provided. The claimant proceeded to file a claim for the full refund amount of RM3,000. In response, the respondent argued that the deposit was part of a binding agreement and that the cancellation was made for personal reasons, not due to any fault on their part. The respondent also filed a counterclaim for RM10,000, citing inconvenience, disruption, and administrative burden caused by the claim. During the hearing, the respondent's staff member, Ivylyana Edin, confirmed that no wedding photographs were taken but said reminders were sent to the claimant via WhatsApp. Salmi, in her ruling, cited Section 17(5) and (6) of the Consumer Protection Act 1999, which allows consumers to cancel a future services contract at the point the cancellation is communicated to the supplier — in this case, via WhatsApp. Under Section 17(2) of the same Act, the Tribunal found the claimant was entitled to a refund after deducting 5 per cent of the full contract price, amounting to RM2,850. The Tribunal rejected the respondent's RM10,000 counterclaim and ordered that the awarded sum be paid to the claimant within 14 days. * Follow us on our official WhatsApp channel and Telegram for breaking news alerts and key updates! * Do you have access to the Daily Express e-paper and online exclusive news? Check out subscription plans available.
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