This policy explains how we handle requests for returns, replacements and refunds on parts, equipment and labour supplied by Hydroline Pipeworks Sdn Bhd. It sits alongside our Terms & Conditions and our workmanship warranty.
If you believe our work has been carried out incorrectly, write to us within 12 months of the invoice date with a description and photographs. We will inspect at no charge, and where the issue is our responsibility we will rectify it at no further labour charge to you. This is the primary remedy under our workmanship warranty.
Where a part we supplied fails within the manufacturer’s warranty period, we will coordinate the replacement with the manufacturer or distributor. Our labour to remove and refit the replacement part is provided at half our standard rate during the first 12 months from the original install, and at our standard rate thereafter.
If we have supplied parts but the work has not yet started, you may cancel and request a refund less any non-refundable supplier handling fees. Special-order items (custom-cut pipework, made-to-order fixtures, items shipped from outside Malaysia) are refundable only if the supplier accepts the return.
Survey fees are credited against the repair if you proceed with us. They are otherwise non-refundable as they cover the engineer’s time and travel.
Approved refunds are made to the same payment method you used. Bank transfers and FPX are processed within 7 working days. Card refunds depend on your card issuer and typically appear within 10 working days.
Email [email protected] with your invoice number, the date of the original job, and a clear description (and where possible photographs) of the issue. We aim to respond within three working days and resolve within fourteen.
Nothing in this policy limits your statutory rights as a consumer under the Consumer Protection Act 1999 and other applicable Malaysian law.