Return & Refund Policy
Because roofing is a service rather than a physical product, our refund framework is structured around project stage rather than product returns. Here is how it works in practice.
Quotations
Issuing a quotation is free of charge and carries no obligation. There is therefore nothing to refund at the quotation stage — you may decline, postpone or compare with other contractors at no cost.
Deposits on full replacement projects
Full reroof projects typically begin with a deposit of 30% of the contracted value, against which materials are ordered and the project is scheduled into our crew calendar.
- Cancellation within seven days of paying the deposit: 90% refund. The 10% retention covers administrative and scheduling time already spent.
- Cancellation 8–21 days after paying the deposit: 70% refund. We will have begun some material ordering by this stage.
- Cancellation more than 21 days after paying the deposit, or once materials have been delivered to site: deposit is non-refundable but credited in full to a future project within twelve months.
Repair work and inspections
Repair work is invoiced after completion. If you are not satisfied with a repair, contact us within fourteen days and we will return to inspect at no charge. Where the original issue persists despite our repair, we will rectify or refund the cost of that specific repair line — typically by way of a credit note against future work.
Inspection report fees are non-refundable once the site visit has been conducted, since the deliverable is the inspector's professional time. If we cancel or reschedule an inspection, any prepaid fee is refunded in full within five working days.
Warranty claims
Our workmanship warranty (10 years on full replacements, 2 years on repairs) is the primary mechanism for addressing defects that emerge after a project is complete. Warranty rectification is delivered as repair work at no cost — refunds are not the default remedy because rectifying the work is usually the better outcome for the property.
If we are genuinely unable to rectify a warranted defect, we will discuss a partial refund of the affected portion of the project value.
How to request a refund
Email [email protected] with your project reference, the date of payment and a brief description of the reason for the request. We acknowledge requests within two working days and resolve them within fourteen days unless a site visit is required, in which case a longer timeline is communicated.
Method of refund
Refunds are returned via the original payment method where possible — bank transfer for bank-transfer payments, original card for card payments. Bank-transfer refunds typically clear within five working days; card refunds may take longer depending on the issuer.
Questions
If anything in this policy is unclear, call +60 3-2858 7421 during working hours. We would rather talk through a concern than have it escalate.