Return & Refund Policy

We sell workmanship more than products, so "returns" for us usually mean cancelled bookings, unused materials or work that didn't meet the mark. This page sets out how PRIMEFLOW PLUMBING & CONSTRUCTION SDN BHD handles each situation fairly.

1. Cancelling a Booking

• More than 24 hours before the appointment — full refund of any deposit, no questions asked.
• Less than 24 hours before — we may deduct a call-out fee (stated on your quotation) if a crew was already scheduled, and the cost of any materials cut or ordered specifically for your job.
• After work has begun — you pay for work completed and materials used to that point; any remaining deposit balance is refunded.

2. Deposits

Deposits are held against your project and applied to the final invoice. Refundable portions are returned within 14 days of cancellation by bank transfer to the account that paid.

3. Unused Materials

Standard stock items (common pipes, fittings, sealants) that remain unused and undamaged can be returned for a refund at the invoiced price. Special-order items — specific tiles, custom-cut metal decking, made-to-order fixtures — can only be refunded if the supplier accepts the return, less any restocking charge the supplier applies.

4. If the Work Isn't Right

Tell us within 7 days of handover if something about the work is not as agreed. We will inspect and, where the fault is ours, re-do the affected work at no cost — this is always our first remedy, and it is faster than a refund negotiation. If a workmanship defect cannot reasonably be corrected, we will refund the affected portion of the invoice.

5. Warranty Claims vs Refunds

Defects appearing after the 7-day period are handled under the workmanship warranty stated on your invoice: we repair rather than refund. Warranty terms and durations vary by job type and are printed on every quotation.

6. What We Can't Refund

• Completed inspection or diagnostic visits where findings were delivered as agreed.
• Deterioration caused by third-party works, misuse or lack of maintenance after handover.
• Delays caused by weather or building management restrictions beyond our control.

7. How to Make a Claim

Email [email protected] with your invoice number, photos where relevant, and a short description. We acknowledge within 2 working days and resolve most claims within 14. You can also call +6012-663 8140 during operating hours.

8. Your Statutory Rights

Nothing in this policy limits rights you hold under the Consumer Protection Act 1999 or other applicable Malaysian law.