Return & Refund Policy
Last updated: 12 October 2025. Roofing is a service, not a product, so “returns” in the retail sense rarely apply. This page explains how we handle refunds for deposits, cancellations, warranty claims and unsatisfactory work.
1. Free survey fee
Our initial survey and quote are free of charge for the Klang Valley. No fee, so no refund question arises.
2. Paid condition surveys
Paid condition surveys (typically commissioned by buyers, conveyancers or insurers) are charged at a fixed rate. If you cancel more than seventy-two hours before the booked visit, the fee is refunded in full. Within seventy-two hours, 50% is retained to cover the surveyor’s reserved time. If we are unable to carry out the survey on the booked date for a reason within our control, the fee is refunded in full and a re-scheduled visit is offered at no charge.
3. Booking deposits for repair work
If you cancel a confirmed repair booking more than forty-eight hours before the start date, the deposit is refunded in full. Within forty-eight hours, we retain RM 200 to cover crew rescheduling. If we cancel the work for any reason within our control, the deposit is refunded in full and a re-scheduled date is offered.
4. Deposits for replacement and restoration work
Larger jobs follow a staged payment schedule (typically 30% / 30% / 30% / 10%). If you cancel before any materials have been ordered, the deposit is refunded in full minus an administrative fee of RM 350. If materials specific to your job have already been ordered, the cost of those materials is deducted from the refund and the materials are then yours to keep or arrange collection of. If we cancel the work for any reason within our control, the deposit is refunded in full.
5. Warranty rectification
A warranty claim is not a refund — it is a remedy. The standard remedy for a valid warranty claim is for us to return and rectify the work at no charge to you. The warranty period is ten years on workmanship for full replacements and tile-coating jobs, two years on individual repairs. A claim is valid when the defect is in our installation method or labour, and the roof has not been modified or worked on by another party since our sign-off.
6. When rectification is not practical
In the rare situation where rectification is not practical (a tile has been discontinued by the manufacturer, for example, and a like-for-like replacement is no longer available), we will offer one of three alternatives: rectification using the nearest available equivalent, a partial refund proportionate to the affected area, or a credit note against future work. The choice is yours.
7. Unsatisfactory work
If you are not satisfied with the standard of the work, please tell us in writing within fourteen days of hand-over. We will arrange a site visit within seven working days to inspect the issue and propose a remedy. The remedy may be rectification at no charge, a partial refund, or a combination. Withholding final payment pending resolution is acceptable as long as the dispute has been raised in writing.
8. Material defects
If the issue is a defect in the tile, sealant or membrane itself (rather than our installation), the manufacturer’s warranty applies. We will pursue the claim with the manufacturer on your behalf and arrange the rectification work; you are not expected to deal with the manufacturer directly.
9. How refunds are paid
Refunds are made to the original payment method within fourteen working days of agreement. Bank transfer refunds usually clear within three working days; credit card refunds may take up to ten working days to appear on your statement depending on the issuing bank.
10. How to start a refund or claim
Write to us at [email protected] with your invoice number, the date of the work, and a description of the issue. Photographs are always helpful. A director will respond within three working days with the proposed next step.