Return and Refund Policy

Nature of our services

Hexapod Roofing Sdn Bhd provides on-site labour and installed materials. We are a services business rather than a goods retailer. Refund and remediation rights therefore differ from those that apply to physical product returns.

Deposit and pre-works cancellations

If you cancel a confirmed project before any works have commenced and before any materials have been ordered specifically for your project:

• Cancellation more than 14 days before scheduled start: full refund of deposit
• Cancellation 7–14 days before scheduled start: deposit refunded less 15 % administration charge
• Cancellation within 7 days of scheduled start: deposit refunded less 30 % to cover crew scheduling and lost opportunity cost

Where bespoke or special-order materials have been ordered specifically for your project (custom-cut clay tiles, special-colour Colorbond runs, etc.), the cost of those materials becomes payable at order date and is not refundable on cancellation.

Cancellations during works

Once works have commenced, cancellation entitles you to a pro-rata refund based on the proportion of works completed plus the cost of materials installed and any materials specifically ordered for the project. A reasonable allowance for crew demobilisation also applies.

Inspection report refunds

For paid inspection services (pre-purchase, insurance and condition inspections):

• Cancellation more than 48 hours before the scheduled inspection: full refund
• Cancellation within 48 hours: 50 % refund
• If we cannot deliver the report within 10 working days for reasons attributable to Hexapod: full refund

Defective workmanship

If completed works fail to meet the standards described in your accepted quotation, the appropriate remedy is rectification by Hexapod under the workmanship warranty. Please notify us in writing within 14 days of identifying the issue. Where rectification is not possible, a pro-rata refund will be offered.

Where third-party expert opinion is sought to assess a defect claim, both parties will share the cost of the expert opinion equally unless the expert finds Hexapod at fault, in which case Hexapod will reimburse the Client’s share.

Gutter maintenance contracts

Pre-paid scheduled-maintenance contracts can be cancelled with 30 days written notice. A pro-rata refund will be issued for any unused service visits.

Refund processing

Approved refunds are processed via the original payment method within 10 business days of approval. Bank-transfer refunds may take an additional 1–3 working days to appear depending on your bank.

Disputes

If you believe a refund decision is incorrect, please contact us first at [email protected] so that we can review the case. We aim to respond to all disputes within 5 working days.

Unresolved disputes may be referred to the Tribunal for Consumer Claims Malaysia (Tribunal Tuntutan Pengguna Malaysia) where claims fall within its jurisdiction.

Contact

For any refund-related enquiry, please contact Hexapod Roofing Sdn Bhd at [email protected] or call +60 3-2148 7720 during office hours.