Return & Refund Policy
How refunds work on services we have delivered, parts we have supplied, and projects that have been called off.
AquaShield Solutions Sdn Bhd ("AquaShield") is a service business, not a retail shop, so refund logic for our work is different from a standard returns policy. This page lays out how we handle the situations that come up in practice.
1. Workmanship issues
If a repair we performed fails within the workmanship warranty (90 days for repairs, 12 months for renovations), we will return at no charge to put it right. Notify us in writing — [email protected] — and a technician will inspect within five working days. Where the inspection confirms a workmanship cause, we either repair, replace the affected component, or refund the labour portion of the invoice. The choice is yours.
2. Supplied parts
Parts we install on your behalf are covered by the manufacturer’s warranty. Most failed parts within the warranty period are exchanged at no cost, although consumables (washers, batteries, filter cartridges) are excluded. Where a part has been damaged during transit or installation, we replace it at our cost. Where you have supplied the part yourself, the warranty path is between you and the seller, but we will assist with documentation.
3. Cancellations before a service visit
- More than 24 hours before the visit: no charge; rebook freely.
- Within 24 hours of the visit: a RM 100 admin fee applies. This covers the slot held in our dispatch calendar.
- Emergency callouts: the RM 180 dispatch fee is non-refundable once a technician has been dispatched, even if the job is called off in transit. If the dispatch is recalled before the technician leaves the depot, no charge applies.
4. Renovation deposits
- Within 7 days of signing: the deposit is refundable in full provided we have not yet ordered materials specific to your project.
- After material orders are placed: the deposit is non-refundable to the extent of materials already procured. Any surplus is refunded.
- Mid-project cancellation: you are liable for the work performed and the materials installed to date, plus a 10 % project administration fee on the unfinished portion.
5. Service quality concerns
If you are dissatisfied with the work performed but it is not a workmanship failure (for example, you are unhappy with the aesthetic outcome of a tile pattern you approved), we will discuss the situation in good faith. Where the disappointment is genuinely on our side — poor finishing, missing details — we will return and rectify at no extra cost. Where it stems from a brief misalignment, we will work with you on a fair commercial resolution.
6. How to request a refund
Email [email protected] with the following details:
- Your full name and the address where the service was provided
- The invoice number or the date of the visit
- A description of the issue and any photos that help
- Your preferred outcome (return visit, replacement, refund)
Our operations lead will respond within five working days with the proposed resolution. Refunds, where agreed, are processed within 14 working days via the original payment method.
7. Disputes
If we cannot reach an agreement, the matter can be referred to the Tribunal for Consumer Claims Malaysia for claims under RM 50,000, or to the courts of Malaysia for larger amounts. Malaysian law governs in all cases.
8. Changes to this policy
Material changes will be posted to this page with a revised date. The policy in force on the date of your booking is the policy that applies to that job.
9. Contact
AquaShield Solutions Sdn Bhd
Unit 12-B, Wisma Aman, Jalan Tun Sambanthan, 50470 Brickfields, Kuala Lumpur
Hotline: +60 17-562-8893
Email: [email protected]