Return & refund policy
Roofing isn't a returnable product, but cancellations, deposit refunds and warranty rectifications all need a clear policy. Here's ours.
1. Cancelling before work begins
Once you accept our quote and pay the deposit, you have a seven-day cooling-off window during which you can cancel for any reason and receive a 100% refund of your deposit. Refunds are processed within 14 working days, back to the originating bank account.
Cancellations made after the seven-day window but at least 48 hours before the agreed start date are refunded at 50% of the deposit. The retained portion covers materials we've already ordered and the loss of a scheduling window we could have given to another client.
Cancellations inside the final 48 hours are non-refundable in respect of the deposit, but no further charges apply.
2. Partial works and stopping mid-project
If you choose to halt a project that's already begun, you'll be invoiced for:
- All labour completed up to the stop date.
- All materials already delivered to site (which become yours).
- The full cost of any materials ordered and not yet delivered, where they were specifically procured for your project.
Any balance from your deposit and progress payments is refunded within 14 working days of the final invoice being agreed.
3. Refunds for defective workmanship
If, within the warranty period, our workmanship is found to be defective, our first response is always to rectify the defect at no cost to you. Direct cash refunds are offered only in the rare cases where rectification is not practical — for example, if you've since sold the property and the new owner has refused us access.
To raise a warranty claim, email [email protected] with photographs and a brief description. We acknowledge claims within three working days and aim to be on site within 14 days.
4. Material returns
Where the contract requires you to pay for materials directly to the supplier, returns of unused material are governed by the supplier's own return policy. We will help coordinate the return where it falls within our control.
5. Refund mechanics
All refunds are paid via bank transfer in Malaysian Ringgit to the same account that made the original payment. We do not refund in cash, vouchers or store credit. Refunds typically clear within 3–5 working days of being initiated, depending on the receiving bank.
6. Disputes
If you disagree with our handling of a cancellation or refund, please raise it in writing to [email protected]. We respond to formal complaints within 14 working days. Where we can't reach agreement, the matter falls under the jurisdiction of the Malaysian courts in accordance with our terms and conditions.
7. Contact
For anything refund-related, call +60 3-2272 6688 during office hours, or email [email protected].