Tidewell Plumbing & Home Care Sdn Bhd ("Tidewell") stands behind every job it completes. This policy explains how refunds, replacements and warranty claims work for services and parts supplied by us in Malaysia.
1. Services
If you believe a plumbing service we delivered was substandard or incomplete, contact our dispatcher within 14 days of completion. We will arrange a free re-inspection. If the issue is confirmed and falls within our 12-month workmanship guarantee, we will:
- Re-do the work at no charge, using equivalent or upgraded parts as required.
- Refund the affected portion of the invoice if the work cannot be reasonably remedied.
- Cover any direct rectification costs (water-mark plastering, paint touch-up) up to a reasonable amount agreed in writing.
2. Parts supplied by Tidewell
Plumbing parts (taps, traps, valves, heaters, accessories) supplied during a job are covered by their manufacturer warranty. If a part fails inside the manufacturer warranty period, Tidewell will:
- Coordinate the warranty claim with the manufacturer on your behalf at no additional cost.
- Re-install the replacement part free of labour, provided the original job is less than 24 months old.
- Where Tidewell directly imported the part, replace it from our stock if the manufacturer cannot supply within 14 days.
3. Customer-supplied parts
If you provide your own fixtures (for example, an imported faucet or heater), Tidewell installs the item but cannot warrant the part itself. If the part fails, we are happy to remove and re-install a replacement at standard labour rates.
4. Refunds on quotes & deposits
Quotes are free of charge. Where a refundable inspection fee was paid for diagnostic work, the fee is applied to the final invoice if you proceed with the quoted work. If you decide not to proceed, the inspection fee covers our time and is non-refundable.
Project deposits for bathroom renovations or large-scale installations are refundable on a sliding scale:
- More than 14 days before scheduled start — 100% refund.
- Between 7 and 14 days before start — 75% refund.
- Less than 7 days before start — 50% refund.
- Once materials have been ordered or works begun — pro-rated based on costs incurred.
5. Emergency callouts
Emergency callout fees are charged once a technician has been dispatched and are non-refundable, even if the issue resolves before arrival. If we cannot resolve the emergency on the first visit, we will return without an additional callout charge.
6. How to start a claim
To start a return, refund or warranty claim, contact us by:
- Email: [email protected]
- Telephone: +60 11-2956-8430
Please include your original invoice number, the date the service was performed, and a short description (with photos if possible) of the issue. We aim to acknowledge claims within two business days and resolve them within 14 days.
7. Statutory rights
Nothing in this policy limits your statutory consumer rights under the Consumer Protection Act 1999 (Malaysia) or any other applicable legislation.
8. Contact
Questions about refunds or warranty cover can be addressed to [email protected].