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Return & Refund Policy
Roofing is a service, not a product — but you still deserve a clear policy on cancellations, deposits, and what happens if a delivered roof doesn’t meet the standard you paid for.
This policy applies to all roofing services delivered by LuxiFlow Roofing Sdn Bhd under a written quote accepted by the client.
1. Deposits and cancellations before work begins
Deposits hold a confirmed slot in our scheduling calendar and let us order project-specific materials.
- More than 14 days before the scheduled start: deposit fully refundable, no admin fee.
- Between 14 and 7 days before start: deposit refunded less RM 200 administration fee.
- Less than 7 days before start: any non-returnable materials already ordered for your project are deducted from the refund; the balance is returned within 14 working days.
- After scheduled start: see “Cancellation mid-project” below.
2. Cancellation mid-project
If you need to halt a project once work has begun, write to us. We stop safely, secure the property to a watertight condition where physically possible, and issue a final invoice covering only the work and materials genuinely delivered up to the stop point, plus a fair cost for de-mobilisation. Any deposit balance is reconciled against that figure.
3. Inspection services
Inspection-only services (Condition Inspection) are paid in full on completion. If for any reason we cannot deliver the inspection — weather window not opening, access denied on the agreed day — the appointment is rescheduled at no extra cost. If we still cannot deliver within 30 days, your prepayment (if any) is returned in full.
4. Quality re-work — “fix it or refund it”
If, within the warranty period applicable to your service (see Terms & Conditions section 6), an issue arises that is genuinely down to LuxiFlow workmanship, we will:
- Investigate and reach you with a finding within 5 working days of report.
- Perform the re-work needed to bring the roof back to the contracted standard, at no additional cost to you.
- If the issue cannot be remedied by re-work (rare), refund a fair proportion of the affected scope.
This policy operates alongside, not instead of, your rights under Malaysian consumer protection legislation.
5. What is not covered
- Damage caused by storms exceeding the storm-rating of the installed material system.
- Modifications, additions or repairs performed by another contractor after our sign-off.
- Misuse — e.g. people walking on tile profiles not designed for foot traffic.
- Ordinary wear and tear inside the published lifespan of the material system.
- Defects in materials supplied by the client outside of our specification.
6. How to raise a refund or re-work request
Email [email protected] with the subject “Refund request — [your project address]”. Include: project date, the nature of the issue, photos if possible, and your preferred outcome. A senior LuxiFlow technician will respond within 5 working days to arrange next steps.
7. Refund processing
Approved refunds are issued by bank transfer to the account from which the original payment was made, within 14 working days of approval. Other refund methods may be available on request and may incur additional processing fees borne by the recipient.
8. Disputes
We aim to resolve any dispute by direct conversation first. If that does not produce a satisfactory outcome, either party may refer the matter to mediation under the Malaysian Mediation Centre before resorting to formal proceedings.
9. Contact
LuxiFlow Roofing Sdn Bhd
Block C, 14 Jalan SS 21/56, Damansara Utama, 47400 Petaling Jaya, Selangor, Malaysia
[email protected] · +60 3-7890 2244