Refund policy

Effective date: 8 September 2026

Please review your order carefully before completing payment. Except where required by applicable law or stated below, purchases are final and cannot be cancelled, returned, exchanged or refunded.

Refunds may be considered when:
• a payment was duplicated or an unsuccessful transaction was charged;
• Pavilion Hotel Kuala Lumpur is unable to fulfil the purchased product, e-voucher, service or experience; or
• a physical item is defective, damaged on delivery, or differs from the item ordered.

For damaged, defective or incorrect physical items, contact us within seven (7) days of delivery and provide the order number, a description of the issue, and clear photographs. Please retain the item and its original packaging until we advise you on the next steps.

E-vouchers and confirmed experiences are non-refundable and non-exchangeable once issued, unless Pavilion Hotel Kuala Lumpur cannot honour them or applicable law requires otherwise. Any booking change or cancellation is also subject to the validity, advance-booking and cancellation conditions shown on the relevant product or voucher.

Approved refunds will be returned to the original payment method. Processing may take 7–14 business days after approval, depending on the payment provider or bank. Delivery charges are not refundable unless the order was incorrect, damaged in transit, or could not be fulfilled by us.

To request assistance, email pavilionhotel-kualalumpur@banyantree.com or call +60 3 2117 2888. This policy does not limit any rights available under applicable Malaysian law.