Plumbing is a service business, so "returns" work differently than in a shop. This page sets out exactly when money comes back to you, when we redo work instead, and how unused materials are handled. It applies to all work by AquaMend Home Services Sdn Bhd.
1. Our First Remedy Is a Redo
If completed work does not perform as quoted — a repaired joint weeps, a drain re-blocks within days, a heater installation trips — our warranty obliges us to return and put it right at no charge. This redo remedy is faster for you and is always our first response to a defect reported within the warranty period (90 days on repairs, 12 months on installations).
2. When You Get a Refund Instead
- We cannot rectify the defect after two redo attempts: you receive a refund of the labour portion, and of parts that must be removed.
- We cancel and cannot reschedule a booking within a reasonable time: any deposit is refunded in full.
- You cancel a scheduled visit at least 3 hours before the arrival window: any deposit is refunded in full. Later cancellations may forfeit up to RM 60 to cover the reserved crew slot.
- Duplicate or erroneous payment: refunded in full once verified, within 10 working days.
3. Renovation Milestone Payments
Renovation payments are tied to milestones you inspect. If you terminate a project mid-way, you pay for milestones completed and materials already delivered to site (which remain yours); the balance of any advance is refunded within 14 days, with an itemised statement.
4. Parts and Materials
- Unused, unopened materials we supplied and invoiced can be returned within 14 days for a refund minus any supplier restocking charge (typically 10–15%).
- Installed parts that fail within the manufacturer warranty are replaced under that warranty; our labour to swap them is free within our workmanship warranty window.
- Special-order items (non-standard fixtures ordered for your job) are refundable only if the supplier accepts the return; we pass through whatever the supplier refunds.
5. How Refunds Are Paid
Refunds go back by the method you paid — card reversals to the same card, transfers to the same account, cash refunds by transfer to an account you nominate. We process approved refunds within 10 working days and send confirmation when the transfer is made.
6. What Is Not Refundable
- Inspection and callout fees for visits that took place as booked;
- Work that performs to specification but where you have changed your mind about the chosen fixture or layout after approval;
- Damage or failure caused by third parties, misuse, or conditions we flagged in writing before work began.
7. Raising a Claim
Email [email protected] or call +60 12-664 8073 with your invoice number, a description and photos where relevant. We acknowledge within one working day and resolve most claims within five. Nothing in this policy limits your statutory rights under the Consumer Protection Act 1999.