Return & Refund Policy

Service work is not a boxed product, so “returns” work differently here than in a shop. This page sets out, in plain language, when money comes back to you and when work is made good instead. It should be read together with our Terms & Conditions.

Deposits

• You cancel before materials are ordered and before works begin: your deposit is refunded in full, less any site-survey cost that was itemised in the quotation.
• You cancel after materials are ordered: we refund the deposit minus the cost of non-returnable materials (custom-cut metal deck, ordered tiles, membranes, water heaters). Returnable materials are returned and their supplier refund passed to you.
• We cancel: if we cannot perform confirmed works — for example a scheduling failure on our side — the deposit relating to unperformed works is refunded in full within 14 days.

Unused materials

Where a job finishes with unused full units of client-paid materials (unopened tile boxes, uncut pipe lengths, sealed containers), you choose: keep them, or have us return them to the supplier and credit you whatever the supplier refunds. Cut, mixed or opened materials cannot be returned.

If the work is defective

Our first remedy is always to make it good. Report the defect to [email protected] or +6012-338 4176, ideally with photos. We inspect within 7 working days (sooner for active leaks), and where the defect is covered by our workmanship warranty we repair it at no cost to you.

A monetary refund is offered where making good is not practical — if repeated repair attempts have failed, or if you have reasonably lost confidence and engaged another contractor after giving us the opportunity to fix the defect. In those cases we refund the value of the defective portion of the works within 14 days of agreement.

What is not refundable

• Diagnosis and inspection fees for surveys that were carried out as agreed, even if you decide not to proceed;
• Works that failed due to causes outside our scope — third-party alterations, new damage, or defects in areas we recommended repairing and you declined;
• Charges for crew attendance where access was not provided as arranged.

How refunds are paid

Refunds are made by bank transfer to the account that paid us, in Ringgit Malaysia, within 14 days of the refund being agreed. We confirm every refund in writing with a breakdown of the amount.

Disagreements

If you believe a refund decision is wrong, write to [email protected] marked for the attention of the operations manager. We review and reply within 14 days. This policy does not limit any rights you have under Malaysian consumer protection law.