Service work is different from retail — you cannot post a repaired pipe back to us. This policy explains, in plain language, when money comes back to you and when we return to redo work instead.
1. Our first remedy: we come back
If work covered by our warranty fails — the leak returns, the breaker trips again, the fitting comes loose — our first obligation is a free redo visit, scheduled with priority. Most issues end there. A refund becomes available when two redo attempts have not resolved the original fault.
2. Refund of deposits
- You cancel before we order parts: full deposit refunded within 7 working days.
- You cancel after special-order parts are purchased: deposit refunded minus the supplier's actual return charges, with receipts shown.
- We cancel or cannot complete the job: full deposit refunded within 3 working days, no deductions.
3. Returning supplied parts
Unused, uninstalled parts we supplied (for example, a spare tap you decided against) may be returned within 14 days in their original packaging for a full refund of the part price. Installed equipment cannot be returned, but remains covered by its manufacturer warranty and our installation warranty.
4. Faulty equipment we supplied
If a unit we supplied is defective within its manufacturer warranty, we handle the claim for you — removal, paperwork and reinstallation of the replacement are free within the first 12 months.
5. How refunds are paid
Refunds go back by the method you paid: card payments to the same card, transfers and e-wallet payments to the originating account, cash by DuitNow transfer. We process approved refunds within 7 working days and send you a confirmation note.
6. What is not refundable
The diagnostic/callout fee once diagnosis has been performed and explained; work that failed because of third-party alterations after handover; and costs arising from access problems on your side (for example, a management office refusing contractor entry on the agreed day, after one rescheduled attempt).
7. Raising a claim
Email [email protected] or WhatsApp +60 17-341 8926 with your invoice number and a description (photos help). We acknowledge within one working day and resolve most claims within five. Your statutory rights under the Consumer Protection Act 1999 are unaffected by this policy.