Renovation is a service, not a boxed product, so "returns" work differently than in a shop. This page explains plainly how Appcraft Builders Sdn Bhd handles cancellations, deposits, changed minds and refunds. The signed contract for your project is the authoritative document; this policy summarises our standard positions.
1. Cancelling before work starts
If you cancel after signing but before materials are ordered or crews are mobilised, we refund your confirmation deposit less any costs already genuinely incurred — typically design time and permit fees already paid to authorities, each shown with documentation. Where nothing has been spent, the deposit is refunded in full within 14 days.
2. Cancelling after work has begun
You may terminate an active project with seven days' written notice. You pay for work completed to date (measured against the contract's milestone schedule) and for materials already purchased or fabricated for your project — custom carpentry, once cut, cannot be resold. Any balance of payments made beyond that is refunded within 30 days of the termination account being agreed.
3. Changing your mind on selections
Selections can be changed free of charge before the relevant material is ordered. After ordering, changes are handled as variation orders: you cover the difference in cost plus any restocking charge our supplier imposes, and we tell you both numbers before you decide. Custom-fabricated items (joinery, cut stone, made-to-measure glass) cannot be returned once production starts.
4. Defective work
Defects identified at the joint handover inspection are rectified before the retention sum is released — that is what the retention is for. Defects appearing within the 24-month workmanship warranty are repaired at our cost, scheduled within seven days of your report. Where a repair is impractical, we offer a proportionate refund of the affected work instead.
5. Defective supplied products
Appliances, sanitary ware and fittings we supply carry their manufacturers' warranties, which we hand to you at completion. If an item arrives damaged or fails on installation, we manage the exchange with the supplier at no cost to you. Consumer guarantees under the Consumer Protection Act 1999 are not affected by anything in this policy.
6. How refunds are paid
Refunds are made by bank transfer to the account that made the original payment, in Ringgit Malaysia, with a statement showing how the amount was calculated. We do not refund in cash or to third-party accounts.
7. Disagreements
If you believe a charge or refund is wrong, email [email protected] with the project reference. A director — not the project manager involved — reviews every refund dispute and replies within ten working days.